Pro Experience Manager

Home Depot • Hutto, TX

8d

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, loyalty, and Pro Xtra signups while providing Pro customers with a speedy and accurate experience. They manage Pro customer flow, enforce Pro standards, and ensure deliveries are on time and complete.

The role also performs Manager on Duty responsibilities, including safe opening and closing processes, in accordance with established SOPs. Non-standard issues are escalated to the Store Manager or ASM. Pro Experience Managers coach and train associates on company policies, safety procedures, and customer service; partner with appropriate resources to implement business decisions while serving as MOD; and collaborate with Store Leaders, Outside Sales, and Specialty Managers on Pro strategies. They must adhere to company timekeeping and break policies and uphold company policies and a safe working environment.

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 knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.

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

• Champion the GET culture by modeling service standards and providing real-time coaching on customer interactions.
• Manage the Pro area to minimize wait times and ensure carts, signage, and equipment are available to 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 engagement with hdPhone learning tools.
• Provide informal and formal performance-based coaching and performance observations to store management; complete performance management documentation for review by the Assistant Store Manager.
• Provide real-time feedback and maintain active Development Blueprints to improve sales, service, and product knowledge.
• Champion Voice of the Associate initiatives and resolve 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 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, and enforce safe distances around lift equipment.
• Keep aisles and walking surfaces clear of debris, assist customers shopping unsafely, and correct hazardous conditions.
• Perform opening and closing duties, including securing the building, according to 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 ads, determine required actions, and partner with supervisors to execute them.
• Partner with Store Leaders, Outside Sales, and Specialty Managers to provide input on Pro strategies.
• Adhere strictly to timekeeping and break policies.

What This Job Offers

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