Pro Experience Manager

About the role

The Pro Experience Manager (Pro XM) is a member of the store leadership team at The Home Depot, responsible for overseeing store standards such as customer service, department readiness and operational processes. Working alongside the in-store Pro team, the Pro XM increases sales, loyalty and Pro Xtra signups while ensuring a fast, accurate customer experience. The position reports to a 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, walk the Top 10 Pro classes daily, validate Will Calls and deliveries, resolve customer concerns and reward good service with Bravos and Homers.
• Talent and people: assist with recruitment and interviews, keep Pro Team Knowledge Depot training current, coach associates, maintain Development Blueprints, champion the Voice of the Associate and monitor Pro department staffing.
• Safety: enforce hazmat procedures and safety SOPs, correct unsafe behavior, verify safety checklists, guide associates on PPE and safe lifting, and keep aisles clear.
• Opening and closing: perform opening and closing duties per security SOPs, lead store kickoff meetings, conduct hand-off walks with the prior MOD and verify checklists and equipment safety inspections.
• Collaborate with Store Leaders, Outside Sales and Specialty Managers on Pro strategies, and escalate non-standard issues to the Store Manager or ASM.

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 managing 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.

Working conditions

• No travel required.
• Intermittent periods of continuous physical exertion such as walking, standing, stooping, climbing and lifting material or equipment, some heavy or awkward.
• Regular exposure to dust, fumes or odors.

Pay range for California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY) and Washington residents: $60,500 - $70,500.