Pro Experience Manager

The Home Depot•Paducah, KY

9d•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 alongside 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. The role manages Pro customer flow, enforces standards, and ensures deliveries are on time and complete. The Pro Experience Manager executes safe 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 (ASM). They coach 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. The role requires strict compliance with timekeeping and break policies and includes responsibility for enforcing company policies and maintaining a safe workplace.

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 also lists a minimum of 2+ years of previous related work experience.
At least 1 year of previous leadership experience.
Knowledge and skills typically acquired through completion of a high school diploma and/or GED.
Competencies: Decision Quality, Self-Development, Situational Adaptability, Customer Focus, Manages Conflict, and Develops 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

Model the GET culture, demonstrate service standards, and coach associates on customer interactions in real time.
Manage the Pro area to minimize customer wait times and ensure carts, signage, and equipment are available.
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 needed.
Recognize strong service behaviors using Bravos and Homers.
Assist with recruitment and interviews and provide input to the Store Manager or ASM.
Keep Pro Team Knowledge Depot training current and encourage use of hdPhone learning tools.
Provide performance-based coaching and observations, and 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.
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 practices and complete assigned safety training.
Guide associates in proper 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 promptly correct hazards.
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 advertisements, determine required actions, and partner with supervisors to execute merchandising plans.
Follow all timekeeping and break policies.
Escalate non-standard MOD issues to the Store Manager or ASM and collaborate with Store Leaders, Outside Sales, and Specialty Managers on Pro strategies.