Pro Manager
Listed on 2026-05-27
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Management
Retail & Store Manager, Operations Management -
Retail
Retail & Store Manager, Operations Management
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.
- 30% – Customer Service / Experience
- 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 for Pro customers.
- 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 & 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.
- 30% – People – Talent Acquisition
- Assist with recruitment and interviews, providing input to the Store Manager/ASM.
- Ensure Pro Team Knowledge Depot (KD) training is current and drive engagement with hd Phone learning tools.
- Provide informal and formal performance‑based coaching, and complete performance management documentation for review by the Assistant Store Manager.
- Provide real‑time feedback 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 manage attendance variances.
- Enforce THD policies and hold associates accountable for operational standards and behavioral expectations.
- 15% – Safety
- Ensure strict adherence to hazmat procedures, SOPs, and Safety Matters guidelines.
- Immediately intervene to correct unsafe behaviors and recognize associates who demonstrate safe practices.
- Verify that all relevant safety checklists are completed on time and confirm that corrective actions are implemented.
- Guide associates on the proper use of PPE and safe lifting techniques.
- Maintain safe aisles and walking surfaces by keeping them clear of debris.
- Assist customers shopping in an unsafe manner to prevent injury.
- Immediately correct unsafe conditions and hazardous situations as they arise.
- 25% – Shared Manager on Duty – Opening & Closing Operations
- Perform all opening/closing duties, including securing the building, 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 walks with the prior MOD and partner with the Store Manager/ASM to validate daily priorities.
- Verify timely completion of store checklists and equipment safety inspections, ensuring immediate corrective actions are implemented.
- Review upcoming events and ads to determine required actions and partner with supervisors…
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