Pro Experience Manager

Home Depot • New York City, NY

5d • Onsite

About The Position

Pro Experience Managers are members of the store leadership team responsible for store standards, customer service, department readiness, and operational processes. Working alongside the in-store Pro team, they execute strategies to increase sales, loyalty, and Pro Xtra signups while supporting a fast and accurate customer experience. They manage Pro customer flow, uphold Pro standards, and help ensure deliveries are complete and on time.

The Pro Experience Manager performs safe opening and closing procedures and Manager on Duty responsibilities in accordance with established SOPs, escalating non-standard issues to the Store Manager or Assistant Store Manager. They coach associates on company policies, safety, and customer service; partner with relevant resources when implementing business decisions as MOD; and collaborate with Store Leaders, Outside Sales, and Specialty Managers on Pro strategies. The role requires adherence to timekeeping and break policies and promotes a safe work environment by correcting hazards and ensuring associates complete safety training.

The position typically reports to a Specialty ASM or Pro ASM and has four direct reports. No travel is required. The role involves intermittent physical exertion, including walking, standing, stooping, climbing, and lifting materials or equipment, some of which may be heavy or awkward. The work is usually in a comfortable environment, with regular exposure to factors that may cause moderate physical discomfort, such as dust, fumes, or odors.

Requirements

• Must be at least 18 years of age.
• Must be legally permitted to work in the United States.
• Ability to work a flexible schedule, including nights, weekends, and overtime as needed.
• At least 1 year of relevant work experience, including management of people and retail operations.
• Minimum education is the knowledge, skills, and abilities typically acquired through a high school diploma and/or GED.
• Minimum years of work experience listed: 2+ years of previous related work experience.
• Minimum leadership experience: 1+ year of previous leadership experience.
• Intermittent physical exertion is required, including walking, standing, stooping, climbing, and lifting materials or equipment, some of which may be heavy or awkward.
• Regular exposure to factors causing moderate physical discomfort, such as dust, fumes, or odors.
• Strict adherence to timekeeping and break policies.

Nice To Haves

• At least 1 year of prior merchandising and/or operational experience.
• At least 1 year of leadership experience, preferably in big-box retail.
• Knowledge of the home improvement industry.
• Preferred leadership experience: 1+ year of previous leadership experience.

Responsibilities

• Champion the GET culture by modeling service standards, working alongside the team, and coaching customer interactions in real time.
• Manage the Pro area to minimize wait times and keep carts, signage, and equipment available for Pro customers.
• Walk the Top 10 Pro Classes daily to check on-shelf availability and job-lot quantities, partnering with ASMs to address gaps.
• Validate Will Calls and Deliveries at the start of each shift for accuracy, quality, and on-time completion.
• Resolve customer concerns promptly and escalate complex issues to senior leadership when necessary.
• Recognize and reward strong service behaviors using Bravos and Homers.
• Assist with recruitment and interviews, providing input to the Store Manager or ASM.
• Ensure Pro Team Knowledge Depot training is current and encourage engagement with hdPhone learning tools.
• Provide formal and informal performance coaching and observations to store management; complete performance management documentation for Assistant Store Manager review.
• Give associates real-time feedback and maintain Development Blueprints to improve sales, service, and product knowledge.
• Champion Voice of the Associate initiatives and address associate concerns consistent with company policy.
• Monitor Pro Department staffing, address immediate coverage needs, and manage attendance variances.
• Enforce company policies and hold associates accountable for operational standards and behavioral expectations.
• Ensure adherence to hazmat procedures, SOPs, and Safety Matters guidelines; intervene to correct unsafe behavior and recognize safe practices.
• Verify safety checklists are completed on time and corrective actions are implemented; model safe work practices and complete assigned safety training.
• Guide associates in proper PPE use and safe lifting, and enforce safe distances around lift equipment.
• Keep aisles and walking surfaces clear of debris, assist customers shopping unsafely, and correct hazardous conditions promptly.
• Perform opening and closing duties, including securing the building, in accordance with security SOPs.
• Lead store kickoff meetings and walk departments to communicate tasks and ensure store readiness.
• Conduct hand-off walks with the prior MOD and partner with the Store Manager and ASMs to validate daily priorities.
• Verify timely completion of store checklists and equipment safety inspections and ensure corrective actions are implemented.
• Review upcoming events and advertisements to determine required actions and partner with supervisors on execution.
• Perform MOD responsibilities in accordance with SOPs, escalating non-standard issues to the Store Manager or ASM.
• Partner with appropriate resources when implementing business decisions as MOD and collaborate with Store Leaders, Outside Sales, and Specialty Managers on Pro strategies.
• Adhere strictly to company timekeeping and break policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED