Pro Experience Manager

The Home Depot•Bloomfield, NM

2d•$50,000 - $60,000•Onsite

About The Position

Pro Experience Managers are members of the store leadership team who oversee store standards, customer service, department readiness, and operational processes. Working with the in-store Pro team, they execute strategies to increase sales, customer loyalty, and Pro Xtra signups while ensuring a fast, accurate customer experience. They manage Pro customer flow, enforce Pro standards, and help ensure deliveries are complete and on time. The role includes carrying out safe opening and closing processes and performing Manager on Duty (MOD) responsibilities in accordance with established SOPs. The Pro Experience Manager escalates non-standard issues to the Store Manager or ASM and partners with appropriate resources to implement business decisions. They coach and train associates on company policies, safety procedures, and customer service, and collaborate with Store Leaders, Outside Sales, and Specialty Managers on Pro strategies. The position requires strict adherence to timekeeping and break policies and a commitment to company policies and workplace safety. The position typically reports to a Specialty ASM or Pro ASM and has four direct reports. No travel is required. 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. The role requires intermittent periods of continuous physical exertion, including walking, standing, stooping, climbing, and lifting material or equipment, some of which may be heavy or awkward.

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.
The posting separately lists a minimum of 2+ years of previous related work experience.
At least 1 year of previous leadership experience.
Ability to perform intermittent continuous physical exertion, including walking, standing, stooping, climbing, and lifting material or equipment, sometimes heavy or awkward.
Ability to work with regular exposure to dust, fumes, or odors.
Adherence to company policies, timekeeping and break policies, safety procedures, and SOPs.

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.

Responsibilities

Model service standards, champion the GET culture, and coach associates in real time on customer interactions.
Manage the Pro area to minimize wait times and ensure carts, signage, and equipment are 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 every 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 use of hdPhone learning tools.
Provide performance-based coaching and observations to store management; complete performance management documentation for review by the Assistant Store Manager.
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 behaviors and recognize safe practices.
Verify completion of safety checklists and implementation of corrective actions; model safe work practices and complete assigned safety training.
Guide associates on PPE use and safe lifting techniques, enforce safe distances around Lift Equipment, and ensure associates understand applicable policies.
Keep aisles and walking surfaces clear, assist customers shopping unsafely, and correct hazards and unsafe 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 or 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, determine required actions, and partner with supervisors to execute merchandising plans.
When serving as MOD, implement business decisions by partnering with appropriate resources and following SOPs.