Pro Experience Manager

Home Depot • Brooklyn Park, MN

5d • Onsite

About The Position

Pro Experience Managers (Pro XM) 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 ensuring a speedy, accurate customer experience. They manage Pro customer flow, enforce Pro standards, and ensure deliveries are on time and complete.

The Pro XM carries out safe opening and closing processes and performs Manager on Duty (MOD) responsibilities in accordance with established SOPs, escalating non-standard issues to the Store Manager or ASM. When serving as MOD, they implement business decisions by partnering with appropriate resources and following SOPs. 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 role requires strict adherence to timekeeping and break policies. The Pro XM upholds company policies and promotes a safe working environment by correcting hazards, ensuring associates complete safety training, and working safely to protect associates and customers.

This position typically reports to a Specialty ASM or Pro ASM and has four direct reports. No travel is required. The pay range for residents of California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington is $50,000–$67,500.

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.
• At least 2 years of previous related work experience is listed as the minimum years of work experience.
• At least 1 year of previous leadership experience.
• Competencies include decision quality, self-development, situational adaptability, customer focus, managing conflict, and developing talent.

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 coaching associates in real time 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 formal and informal performance-based coaching and observations to store management; complete performance management documentation for review by the Assistant Store Manager.
• Give 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 on PPE and safe lifting techniques, and enforce safe distances and policies around lift equipment.
• Keep aisles and walking surfaces clear, help customers shop safely, and promptly correct hazardous conditions.
• 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 ads, determine required actions, and partner with supervisors to execute merchandising plans.
• Perform Manager on Duty responsibilities and implement business decisions according to SOPs, escalating non-standard issues to the Store Manager or ASM.
• Adhere strictly to timekeeping and break policies.

What This Job Offers

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