Pro Experience Lead: Customer & Ops

The Home Depot; Robinsonville (MA); On-site; USD 70,000 - 100,000; Full time

Job summary

The Home Depot is seeking a Pro Experience Manager (Pro XM) to join the store leadership team. You will oversee Pro service standards, ensure timely deliveries, and coach associates on safety and guest experience.

The role partners with Pro teams to drive loyalty, Pro Xtra signups, and efficient customer flow throughout daily operations. You will lead opening and closing duties, manage performance, and collaborate with Store Leaders and Specialty Managers to execute Pro strategies.

Qualifications

• Requires 1+ year of management/leadership experience in retail.
• Demonstrates strong customer service and communication skills.
• Ability to coach and develop associates and drive adherence to safety procedures.
• Familiarity with store operations, SOPs, and timekeeping/break policies.

Responsibilities

• Champion service leadership and model the GET culture to improve customer interactions.
• Actively manage the Pro area to minimize wait times and ensure Pro class availability.
• Verify Will Calls & Deliveries at each shift start to ensure accuracy and on-time performance.
• Open/close the store per SOPs, conduct department walkthroughs, and align with leaders on priorities.

Skills

Customer service

People management

Safety procedures

Training & development

Education

High school diploma or GED

Job description

The Home Depot is seeking a Pro Experience Manager (Pro XM) to join the store leadership team. You will oversee Pro service standards, ensure timely deliveries, and coach associates on safety and guest experience.

The role partners with Pro teams to drive loyalty, Pro Xtra signups, and efficient customer flow throughout daily operations. You will lead opening and closing duties, manage performance, and collaborate with Store Leaders and Specialty Managers to execute Pro strategies.