Pro Experience Manager

About the role

The Home Depot is hiring a Pro Experience Manager (Pro XM) in Champaign, Illinois. The Pro XM is a member of the store leadership team who oversees store standards such as customer service, department readiness and operational processes. Working with the in-store Pro team, the role 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, 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 performance management documentation.
• Training and development: keep Pro Team Knowledge Depot training current, coach associates and maintain Development Blueprints.
• Employee relations: champion the Voice of the Associate initiative and resolve associate concerns.
• Staffing and coverage: monitor Pro department staffing and manage attendance variances.
• Safety: enforce hazmat procedures and safety SOPs, correct unsafe behavior, verify safety checklists, guide PPE use and keep aisles clear.
• Opening and closing: perform opening and closing duties, lead store kickoff meetings, conduct hand-off walks and verify 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 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.

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.

No travel required. Pay range for California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY) and Washington residents: $45,500 - $73,500.