Pro Experience Lead: Customer Service & Operations

The Home Depot; Louisville (KY); On-site; USD 65,000 - 90,000; Full time

Job summary

The Home Depot in Louisville, KY, is seeking a Pro Experience Manager (Pro XM) to lead the Pro department, oversee customer service, and drive Pro strategies with store leadership. This role focuses on efficient Pro customer flow, on-time deliveries, and safety compliance, while coaching teammates on policy and service standards.

You will partner with Store Leaders, Outside Sales, and Specialty Managers to improve loyalty and Pro Xtra signups, participate in opening and closing processes, and

Qualifications

• Must be 18+ and legally eligible to work in the United States.
• Ability to work a flexible schedule, including nights, weekends, and overtime.
• Minimum 1 year of relevant experience in retail operations with people management.
• 2+ years of related work experience minimum.
• 1 year of leadership experience preferred, preferably in big box retail.
• Knowledge of the home improvement industry preferred.
• HS diploma or GED required.
• Preferred: 1 year merchandising/operational experience.

Responsibilities

• Lead Pro Customer Service to model service standards and coach staff.
• Support Talent Acquisition, training compliance, and performance coaching for the store team.
• Manage safety, opening/closing operations, and SOP adherence.

Skills

Decision Quality

Self-Development

Situational Adaptability

Customer Focus

Manages Conflict

Develops Talent

Education

High school diploma or GED

Job description

The Home Depot in Louisville, KY, is seeking a Pro Experience Manager (Pro XM) to lead the Pro department, oversee customer service, and drive Pro strategies with store leadership. This role focuses on efficient Pro customer flow, on-time deliveries, and safety compliance, while coaching teammates on policy and service standards.

You will partner with Store Leaders, Outside Sales, and Specialty Managers to improve loyalty and Pro Xtra signups, participate in opening and closing processes, and