Pro Experience Manager

Position Purpose

Pro Experience Managers (Pro XM) are members of the store leadership team responsible for overseeing the execution of store standards, including customer service, department readiness, and operational processes. Working alongside the in-store Pro team, the role executes strategies to increase sales, loyalty, and Pro Xtra sign-ups while ensuring a speedy, accurate customer experience. The Pro XM drives efficient Pro customer flow, enforces Pro standards, and ensures deliveries are on-time and complete. The Pro XM executes safe opening and closing processes and performs Manager on Duty (MOD) responsibilities strictly in accordance with established SOPs, escalating non-standard issues to the Store Manager or ASM. The Pro XM coaches and trains associates on company policies, safety procedures, and customer service. When serving as the MOD, the Pro XM implements business decisions by partnering with appropriate resources and following SOPs. The Pro XM also collaborates with Store Leaders, Outside Sales, and Specialty Managers to provide input on Pro strategies. This position requires strict adherence to all time-keeping and break policies and upholds all company policies to champion a safe working environment.

Key Responsibilities

• Customer Service / Experience – 30% of time. Champion the GET culture by modeling service standards and providing real-time coaching on customer interactions. Actively manage the Pro area to minimize wait times, ensuring carts, signage, and equipment are always available. Walk the top 10 Pro classes daily to ensure on-shelf availability and job-lot quantities, partnering with ASMs to address gaps. Validate all Will Calls and deliveries at the start of every shift to ensure accuracy, quality and on-time completion. Promptly resolve customer concerns to ensure satisfaction, escalating complex issues to senior leadership when necessary. Drive morale by identifying and rewarding great service behaviors using Bravos and Homers.
• People – Talent Acquisition & Development – 30% of time. Assist with recruitment and interviews to provide input to the Store Manager/ASM. Ensure Pro Team Knowledge Depot (KD) training is current and drive engagement with hdPhone learning tools. Provide informal and formal performance-based coaching, complete performance management documentation for review by the Assistant Store Manager, and maintain active Development Blueprints to improve sales, service and product knowledge. Champion Voice of the Associate initiatives and actively resolve associate concerns consistent with company policy to maintain high engagement levels. Monitor Pro Department staffing to address immediate coverage and attendance variances, enforce THD policies and hold associates accountable for operational standards and behavioral expectations.
• Safety – 15% of time. Ensure strict adherence to hazmat procedures, SOPs and Safety Matters guidelines. Intervene to correct unsafe behaviours and recognise associates demonstrating safe practices. Verify that relevant safety checklists are completed on time and confirm corrective actions are implemented. Model safe work practices, complete all assigned safety training, guide associates on proper use of PPE and safe lifting techniques, enforce safe distances around lift equipment, keep aisles clear of debris and correct hazardous conditions immediately.
• Shared Manager on Duty – Opening & Closing Operations – 25% of time. Perform all opening/closing duties, including securing the building in strict adherence to security SOPs. Lead store kickoff meetings, walk each department to communicate tasks and ensure total store readiness. Conduct hand-off walks with the prior MOD and partner with the Store Manager/ASMs to validate daily priorities. Verify timely completion of store checklists and equipment safety inspections, implement immediate corrective actions, and review upcoming events and ads to determine required actions with supervisors.

Direct Manager / Direct Reports

This position typically reports to Specialty ASM or Pro ASM and has 4 direct reports.

Travel Requirements

No travel required.

Physical Requirements

Requires intermittent periods of walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.

Working Conditions

The work environment is usually comfortable, but associates may experience moderate physical discomfort from dust, fumes, or odors.

Minimum Qualifications

• 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.

Preferred Qualifications

• 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.

Minimum Education

High school diploma and/or GED.

Preferred Education

No additional education is required.

Minimum Years Of Work Experience

2+ years of previous related work experience.

Preferred Years Of Work Experience

No additional years of experience required.

Minimum Leadership Experience

1+ year of previous leadership experience.

Preferred Leadership Experience

1+ year of previous leadership experience.

Certifications

None.

Competencies

• Decision Quality
• Self-Development
• Situational Adaptability
• Customer Focus
• Manages Conflict
• Develops Talent