Pro Experience Manager

About the role

The Home Depot Richmond store is hiring a Pro Experience Manager (Pro XM), a member of the store leadership team who oversees store standards including customer service, department readiness and operational processes. Working with the in-store Pro team, the Pro XM increases sales, loyalty and Pro Xtra signups, keeps Pro customer flow efficient and ensures deliveries are on time and complete. The role reports to the Specialty ASM or Pro ASM and has four direct reports.

Key responsibilities

• Service leadership: model service standards, coach the team in real time, manage the Pro area to minimize wait times, and walk the Top 10 Pro classes daily to ensure on-shelf availability.
• Order quality: validate all Will Calls and Deliveries at the start of every shift and resolve customer concerns promptly.
• Talent acquisition: assist with recruitment and interviews, and help with Pro Team Knowledge Depot training and performance management documentation.
• Coaching and development: give real-time feedback, maintain Development Blueprints and champion the Voice of the Associate.
• Staffing and coverage: monitor Pro Department staffing and manage attendance variances.
• Safety: enforce hazmat procedures and safety SOPs, correct unsafe behavior, verify safety checklists and guide associates on PPE and safe lifting.
• Opening and closing: perform all opening and closing duties, lead store kickoff meetings, conduct hand-off walks and verify store checklists and equipment safety inspections.

Required profile

• Able to work a flexible schedule, including nights, weekends and overtime.
• Legally permitted to work in the United States.
• 1 year of relevant work experience, including management of people and retail operations; preferred: 2+ years and 1+ year of leadership experience, preferably in big box retail.
• Preferred: 1+ year of merchandising or operational experience and knowledge of the home improvement industry.
• High school diploma or GED; no additional education required.

Required skills

• Ability to lift material or equipment, some of which may be heavy or awkward, and stand for long periods.
• Exposure to dust, fumes or odors.