Pro Experience Manager

The Home Depot•Brooklyn Park, MN

7d•$50,000 - $67,500

About The Position

The Pro Experience Manager is a member of the store leadership team responsible for store standards, customer service, department readiness, and operational processes. Working alongside the in-store Pro team, this role executes strategies to increase sales, customer loyalty, and Pro Xtra signups while delivering a speedy, accurate customer experience. The manager supports efficient Pro customer flow, enforces Pro standards, and ensures deliveries are complete and on time. The role carries out safe store opening and closing processes and performs Manager on Duty (MOD) responsibilities in accordance with established standard operating procedures (SOPs), escalating non-standard issues to the Store Manager or Assistant Store Manager. The Pro Experience Manager coaches and trains associates on company policies, safety procedures, and customer service, and partners with appropriate resources when implementing business decisions as MOD. The role also collaborates with Store Leaders, Outside Sales, and Specialty Managers on Pro strategies, while adhering to timekeeping and break policies and promoting 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.
Minimum education typically acquired through completion of a high school diploma and/or GED.
Minimum 2+ years of previous related work experience.
Minimum 1+ year of previous leadership experience.
Ability to perform intermittent physical exertion, including walking, standing, stooping, climbing, and lifting material or equipment, some of which may be heavy or awkward.

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, working alongside the team, 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 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 and provide input to the Store Manager or ASM.
Ensure Pro Team Knowledge Depot training is current and encourage use of hdPhone learning tools.
Provide informal and formal performance-based coaching, share performance observations with store management, and complete performance-management documentation for ASM review.
Provide real-time feedback and maintain Development Blueprints to improve associates’ sales, service, and product knowledge.
Champion Voice of the Associate initiatives and resolve associate concerns in accordance 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.
Enforce 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; complete assigned safety training and model safe work practices.
Guide associates on PPE use and safe lifting, enforce safe distances around Lift Equipment, and maintain clear, safe aisles and walking surfaces.
Assist customers who are shopping unsafely and promptly correct unsafe conditions and hazards.
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 to execute them.
Follow timekeeping and break policies and escalate non-standard MOD issues to the Store Manager or ASM.