Pro Experience Manager

About the role

The Pro Experience Manager (Pro XM) is a key member of the store leadership team, responsible for delivering a fast, accurate, and friendly experience to professional customers. Working closely with the in‑store Pro team, the role drives sales, loyalty, and Pro Xtra sign‑ups while ensuring operational standards and safety are met.

Key responsibilities

• Lead customer service in the Pro area, minimizing wait times and maintaining carts, signage, and equipment.
• Execute inventory checks for top Pro classes, validate will‑calls and deliveries, and ensure on‑shelf availability.
• Resolve customer concerns promptly, escalating complex issues when needed.
• Recognize and reward associate performance through Bravos and Homers.
• Support talent acquisition, conduct interviews, and ensure training compliance via the Pro Team Knowledge Depot.
• Provide informal and formal coaching, complete performance documentation, and maintain Development Blueprints.
• Champion safety, correct hazards, and enforce company policies and SOPs.
• Perform Manager on Duty (MOD) duties, including opening, closing, and emergency procedures.

Required profile

• Strong leadership and coaching abilities with a focus on service excellence.
• Ability to enforce standards, follow SOPs, and manage timekeeping policies.
• Excellent problem‑solving skills and a customer‑first mindset.
• Commitment to a safe work environment and adherence to safety training.

Required skills

What we offer

• Opportunity to lead a dedicated Pro team in a dynamic retail environment.
• Career growth through coaching, performance management, and cross‑functional collaboration.