Pro Experience Manager

Overview

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, this role executes strategies to increase sales, loyalty, and Pro Xtra signups 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. They coach and train associates on company policies, safety procedures, and customer service. When serving as the MOD, they implement business decisions by partnering with appropriate resources and following SOPs. They also collaborate with Store Leaders, Outside Sales, and Specialty Managers to provide input on Pro strategies. This position requires strict adherence to all timekeeping and break policies. The Pro XM upholds all company policies and champions a safe working environment by correcting hazards, ensuring associates complete safety training, and working safely to protect themselves, co-workers, and customers.

Key Responsibilities

• Customer Service / Experience (30%): Service Leadership — Model service standards and provide real-time coaching on customer interactions. Pro Experience — Actively manage the Pro area to minimize wait times; ensure carts, signage, and equipment are available for Pro customers. Inventory Execution — Walk the Top 10 Pro Classes daily to ensure on-shelf availability and job-lot quantities; address gaps with ASMs. Order Quality — Validate all Will Calls & Deliveries at the start of every shift. Resolution — Resolve customer concerns promptly; escalate complex issues to senior leadership when necessary. Recognition — Drive morale by identifying and rewarding great service behaviors.
• People / Talent (30%): Recruitment input to Store Manager/ASM; Training Compliance — ensure Pro Team Knowledge Depot (KD) training is current and drive engagement with hdPhone learning tools. Performance Management — provide coaching and performance observations; complete performance management documentation for review by the ASM. Coaching & Development — provide real-time feedback and maintain Development Blueprints. Employee Relations — champion "Voice of the Associate" initiatives and resolve associate concerns per policy. Staffing & Coverage — monitor Pro Department staffing and attendance variances. Accountability — enforce THD policies and hold associates accountable for standards and behavior.
• Safety (15%): Ensure adherence to hazmat procedures, SOPs, and Safety Matters guidelines. Intervene to correct unsafe behaviors; verify relevant safety checklists are completed and corrective actions implemented. Model safe work practices and complete safety training. Guide PPE and safe lifting practices; enforce safe distances around Lift Equipment. Maintain safe aisles and walking surfaces; assist customers shopping unsafely to prevent injury. Correct unsafe conditions as they arise.
• Shared Manager on Duty – Opening & Closing Operations (25%): Perform all Opening/Closing duties in strict adherence to security SOPs. Lead store kickoff meetings and walk each department to communicate tasks and ensure total store readiness. Conduct hand-off with prior MOD and partner with Store Manager/ASMs to validate daily priorities. Verify timely completion of store checklists and equipment safety inspections with immediate corrective actions. Review upcoming events and ads to determine required actions and partner with supervisors to ensure execution.

Direct Manager / Direct Reports

• This position typically reports to Specialty ASM or Pro ASM
• This position has 4 Direct Reports

Travel Requirements

• No travel required

Physical Requirements

• Requires intermittent periods of physical exertion, including walking, standing, stooping, climbing, lifting material or equipment (some items heavy or awkward)

Working Conditions

• Usually in a comfortable environment with regular exposure to factors causing moderate physical discomfort (dust, fumes, odors)

Minimum Qualifications

• Must be 18 years of age or older
• Must be legally eligible 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 of merchandising and/or operational experience
• At least 1 year of leadership experience, preferably in big box retail
• Knowledge of the home improvement industry

Education & Experience

• Minimum Education: High school diploma and/or GED
• Preferred Education: No additional education required
• Minimum Years of Work Experience: 2+ years
• Preferred Years of Work Experience: No additional years
• Minimum Leadership Experience: 1+ year
• Preferred Leadership Experience: 1+ year
• Certifications: None

Competencies

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