Pro Experience Manager - Tilly Mill 115

The Home Depot

5d•Onsite

About The Position

Pro Experience Managers are members of the store leadership team responsible for overseeing store standards, customer service, department readiness, and operational processes. Working with the in-store Pro team, the Pro Experience Manager executes strategies to increase sales, loyalty, and Pro Xtra signups while providing Pro customers with a speedy and accurate experience. The role manages customer flow, enforces Pro standards, and ensures deliveries are on time and complete. The Pro Experience Manager performs safe opening and closing processes and Manager on Duty (MOD) responsibilities in accordance with established SOPs, escalating non-standard issues to the Store Manager or ASM. The role coaches and trains associates on company policies, safety procedures, and customer service; as MOD, implements business decisions in partnership with appropriate resources and following SOPs. The Pro Experience Manager collaborates with Store Leaders, Outside Sales, and Specialty Managers on Pro strategies, and adheres strictly to timekeeping and break policies. The role upholds company policies and promotes a safe work environment by correcting hazards, ensuring associates complete safety training, and working safely to protect associates and customers.

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.
One year of relevant work experience, including management of people and retail operations.
Minimum education is the knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.
Minimum years of work experience listed as 2+ years of previous related work experience.
Minimum leadership experience listed as 1+ year of previous leadership experience.

Nice To Haves

At least one year of prior merchandising and/or operational experience.
At least one year of leadership experience, preferably in big box retail.
Knowledge of the home improvement industry.

Responsibilities

Champion the GET culture by modeling service standards and coaching customer interactions in real time.
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 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 use of hdPhone learning tools.
Provide formal and informal performance coaching and observations to store management; complete performance-management documentation for review by the Assistant Store Manager.
Provide real-time feedback and maintain Development Blueprints to improve sales, service, and product knowledge.
Promote Voice of the Associate initiatives and address associate concerns consistent with company policy.
Monitor Pro Department staffing, respond to 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 in unsafe behavior and recognize safe practices.
Verify safety checklists are completed on time and corrective actions are implemented.
Model safe work practices, complete assigned safety training, and guide associates on PPE and safe lifting techniques.
Enforce safe distances around lift equipment and ensure associates understand applicable policies.
Keep aisles and walking surfaces clear of debris, help customers shop safely, 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.
When serving as MOD, implement business decisions by partnering with appropriate resources and following SOPs.
Collaborate with Store Leaders, Outside Sales, and Specialty Managers to provide input on Pro strategies.
Adhere to timekeeping and break policies.