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About the Role
Pro Experience Managers (Pro XM) are part of the store leadership team, responsible for overseeing store standards, customer service, department readiness, and operational processes. This role drives sales, loyalty, and Pro Xtra signups while ensuring an efficient and accurate customer experience. The Pro XM manages Pro customer flow, enforces Pro standards, and ensures timely and complete deliveries. They also execute safe opening and closing procedures and perform Manager on Duty responsibilities, escalating issues as needed. Additionally, they coach and train associates on policies, safety, and customer service, and collaborate with other leaders on Pro strategies.
Responsibilities
- Champion the GET culture by modeling service standards and providing real-time coaching.
- Actively manage the Pro area to minimize wait times and ensure equipment availability.
- Walk Top 10 Pro Classes daily to ensure on-shelf availability and partner to address gaps.
- Validate all Will Calls & Deliveries at the start of every shift for accuracy, quality, and on-time completion.
- Promptly resolve customer concerns and escalate complex issues.
- Drive morale by identifying and rewarding great service behaviors.
- Assist with recruitment and interviews to provide input to management.
- Ensure Pro Team Knowledge Depot (KD) training is current and drive engagement with hdPhone learning tools.
- Provide informal and formal performance-based coaching and observations.
- Complete performance management documentation for review.
- Provide real-time feedback and maintain active Development Blueprints.
- Champion 'Voice of the Associate' initiatives and resolve associate concerns.
- Monitor Pro Department staffing to address coverage and manage attendance variances.
- Enforce THD policies and hold associates accountable for operational standards and behavioral expectations.
- Ensure strict adherence to hazmat procedures, SOPs, and Safety Matters guidelines.
- Immediately intervene to correct unsafe behaviors and recognize safe practices.
- Verify completion of safety checklists and confirm corrective actions.
- Model safe work practices and complete assigned safety training.
- Guide associates on proper PPE use and safe lifting techniques.
- Enforce safe distances around Lift Equipment and ensure understanding of policies.
- Maintain safe aisles and walking surfaces by keeping them clear of debris.
- Assist customers shopping in an unsafe manner.
- Immediately correct unsafe conditions and hazardous situations.
- Perform all Opening/Closing duties, including securing the building, in strict adherence to security SOPs.
- Lead store kickoff meetings and walk departments to communicate tasks.
- Conduct hand-off walks with the prior MOD and partner to validate daily priorities.
- Verify timely completion of store checklists and equipment safety inspections.
- Review upcoming events and ads to determine required actions and partner with supervisors to ensure execution.
Requirements
- Must be 18 years of age or older
- Must be legally permitted to work in the United States
- Ability to work a flexible schedule, including nights, weekends, and overtime as needed.
- 1 year of relevant work experience, including management of people and retail operations.
- At least 1 year prior merchandising and/or operational experience.
- At least 1 year leadership experience, preferably big box retail.
- Knowledge of the home improvement industry.
- 2 + years of previous related work experience
- 1+ year of previous leadership Experience
Skills
- Decision Quality
- Self-Development
- Situational Adaptability
- Customer Focus
- Manages Conflict
- Develops Talent
Location
- Onsite
Work Type
- Full-time
Experience Level
- 1+ year leadership experience
- 2+ years of previous related work experience
Education Level
- High school diploma and/or GED
Salary/Compensations
- $56,000.00 - $65,000.00
Benefits
- Flexible schedule, including nights, weekends, and overtime as needed.
About the Company
- With a career at The Home Depot, you can be yourself and also be part of something bigger.