Pro Services Manager (Bilingual – English/Spanish Preferred)

Floor & Decor; Midlothian (VA); On-site; USD 72,000 - 112,000; Full time

Benefits offered by this job

Bonus opportunities

401k with company match

Employee Stock Purchase Plan

Paid time off & holidays

Career advancement opportunities

Job summary

Floor & Decor Holdings Inc. is seeking a Pro Services Program Manager to advance the PRO and Loyalty strategy. You will oversee program execution, optimize processes, and partner across Operations, Marketing, Finance, Strategy and Data Analytics to improve the customer experience in the PRO segment.

You will manage performance, build dashboards, drive growth initiatives, and ensure alignment with broader business goals for long-term success.

Qualifications

• Bachelor's degree in business, marketing, analytics or related field.
• 3+ years in data analysis, operations or program management.
• Strong Excel/PowerPoint; Salesforce or Power BI a plus.
• Proven ability to influence stakeholders and lead cross‑functional work.

Responsibilities

• Lead strategy, execution and continuous improvement of the PRO Premier Rewards Loyalty Program.
• Support field leadership and store teams as loyalty subject matter expert.
• Be primary point of contact for stores and field leadership on loyalty policies.
• Design and maintain dashboards in Salesforce, Power BI and Excel.
• Drive customer acquisition, retention and engagement for PRO services.
• Perform deep-dive analyses and present findings with recommendations.
• Collaborate with Marketing, IT, Finance and Strategy to launch initiatives.
• Develop SOPs and training materials for consistency across stores.

Skills

Data analysis

Operations

Program management

Excel

PowerPoint

Communication

Stakeholder influence

Field support experience

Loyalty programs/CRM

Education

Bachelor's Degree in Business/Marketing/Analytics

Tools

Salesforce

Power BI

Excel

Job description

Pay Range

$72,000.00 - $112,400.00 Are you bilingual and interested in helping your community improve their home or grow their business? Join our team and help transform new spaces, whether it's a kitchen in a new home where memories will be created with friends and neighbors, or a new addition to keep up with a growing family, etc. We sell projects, not products. Working with everyone from new homeowners to small business owners and professionals, we help bring our customers' goals of how they want to feel in each room to life. ¿Eres bilingüe y te interesa ayudar a tu comunidad a mejorar su hogar o hacer crecer su negocio? Únete a nuestro equipo y contribuye a transformar nuevos espacios, ya sea una cocina en un hogar nuevo donde se crearán recuerdos con amigos y vecinos, o una nueva ampliación para adaptarse al crecimiento de la familia, etc. Nosotros vendemos proyectos, no productos. Trabajando con todos, desde nuevos propietarios hasta dueños de pequeños negocios y profesionales, ayudamos a hacer realidad las metas de nuestros clientes sobre cómo desean sentirse en cada habitación.

Purpose:

The Pro Services Program Manager plays a critical role in advancing the company’s PRO and Loyalty strategy by overseeing the execution and continuous improvement of key programs that support professional customer growth and retention. This role combines strategic planning with operational execution, requiring close collaboration across Operations, Marketing, Finance, Strategy, and Data Analytics. The position is responsible for managing program performance, driving process optimization, and enhancing the overall customer experience within the PRO segment. Through data-driven insights and cross-functional partnership, the Pro Services Program Manager ensures alignment of program initiatives with broader business goals and contributes to the long-term success of the PRO and Loyalty platform.

Minimum Eligibility Requirements

• Bachelors Degree in Business, Marketing, Analytics, or a related field required. 3+ years of experience in data analysis, business operations, or program management, ideally within a retail or customer loyalty context. Proven ability to analyze complex data, identify actionable insights, and translate findings into strategic recommendations. Demonstrated initiative and ownership — a self-starter who proactively identifies opportunities and drives them to completion. Advanced proficiency in Microsoft Excel and PowerPoint; experience with Salesforce, Power BI, or similar tools is a strong plus. Strong communication and presentation skills, with the ability to influence stakeholders across all levels of the organization. Experience supporting field teams or customer-facing operations, with a commitment to delivering exceptional service. Prior experience with loyalty programs, customer segmentation, or CRM systems is highly desirable. Ability to thrive in a fast-paced, high-growth environment with shifting priorities and cross-functional collaboration.

Essential Job Functions

• Lead the strategy, execution, and continuous improvement of Floor and Decor’s PRO Premier Rewards Loyalty Program, ensuring alignment with business goals.
• Provide support to field leadership and store teams, serving as the subject matter expert for loyalty processes and policies.
• Serve as the primary point of contact for store teams and field leadership, providing expert guidance on loyalty processes, policies, and best practices.
• Design, build, and maintain dashboards and reporting tools (Salesforce, Power BI, Excel) to monitor program performance and uncover growth opportunities.
• Drive customer acquisition, retention, and engagement initiatives to expand the PRO Services footprint and increase sales.
• Conduct deep-dive analyses to uncover trends, synthesize insights, and present findings to senior leadership with clear recommendations.
• Collaborate with Marketing, IT, Finance, and Strategy teams to launch new initiatives, streamline operations, and enhance the customer experience.
• Develop and maintain SOPs, training materials, and internal communications to ensure consistency and clarity across all store locations.
• Manage vendor relationships, ensuring timely fulfillment, issue resolution, and compliance with program standards.

Working Conditions (travel & environment)

Limited travel required including air and car travel While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.

PHYSICAL/SENSORY REQUIREMENTS

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Equal Employment Opportunity

Note: Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Benefits & Rewards

• Bonus opportunities & career advancement opportunities at every level
• Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program
• Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)
• Work-life balance, including: Paid vacation and sick time for eligible associates Paid holidays plus a personal holiday Paid Volunteer Time Off that starts on Day 1
• Equal Employment Opportunity Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.
• This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.

JOIN THE COMPANY THAT REVOLUTIONIZED THE FLOORING BUSINESS.

Floor & Decor is like no other flooring company.

Founded in 2000 in Atlanta, we have quickly become one of the country’s leading flooring retailers, with dozens of stores nationwide – and more to come.

TIME, TALENT & TEAMWORK

The remarkable success we have enjoyed could not have happened without the time, talent, and teamwork of our extremely dedicated associates. Working with equal amounts of passion and grit, we’ve become the “category killer of flooring” by revolutionizing the way people buy flooring. Our customers enjoy the largest in-stock selection of tile, wood, stone, and flooring accessories at prices no one can beat.

OPPORTUNITIES TO ADVANCE

To continue our amazing growth, Floor & Decor is actively seeking gifted people with a solid work ethic and a real passion for helping others. Are you ready to make a difference at a truly groundbreaking company? From our retail stores to our distribution centers to our corporate office, we encourage you to explore the variety of exciting opportunities available right now. Our career opportunities may leave you floored.