Essential Functions:
•Drives the development of tactical plans aligned with Services and business strategy in order to achieve short- and long-term goals
•Ensures Lowe's customers are provided consistent and differentiated services solutions that positively impact revenue and protect the Lowe’s Brand
•Overcomes unforeseen and changing priorities while sustaining service and satisfaction, along with costs/expenses
•Develops short- and long-term plans for IST to ensure effective integrations with Senior Field Management, Service Provider, and Contact Center Management
•Owns financials and execution for the IST, including P&L, headcount, and the efficient delivery of services by measuring utilization and adherence to workflow procedures and assignments
•Leads analysis of business results to bring forward insights, critical observations, and recommendations to executives within the enterprise to improve operating environment and efficiency
•Understands the changing market and supports Lowe's in maintaining a competitive advantage within the marketplace
•Collaborates with various stakeholders (e.g., SVPs, Contact Center Teams, IST Managers, etc.) to gain feedback on execution, issues, and best practices to improve strategy and compliance
•Accountable to achieving customer satisfaction rate, expense control and driving achievement of sales goals.
•Interacts with Service Providers, Store Support Center and Field Management leadership to communicate unresolved escalations
•Manages people resources and activities to meet goals effectively and efficiently while maintaining high quality
•Coaches and develops direct and indirect reports in a fast-paced environment while maintaining engagement to effectively support business
•Provides direction as needed to direct report on training needs and development programs to improve team's knowledge/skills
Minimum Requirements:
•Bachelor's Degree – Business Administration or related field & 8-10 years related industry experience (installation, repair service, or home improvement industry) or equivalent years of experience in lieu of education requirement, if applicable. Experience communicating and managing cross-functionally.
OR (Preferred)
•Master’s Degree - Business Administration or related field & 5-7 years related industry experience (installation, repair service, or home improvement industry) or equivalent years of experience in lieu of education requirement, if applicable. Experience communicating and managing cross-functionally.
AND
•7 years of Experience managing people (~50 or more direct or indirect reports).
•5 years of Experience communicating and managing cross-functionally, including presenting business plans to all levels of management.
Preferences:
•5 years of Experience in training, developing and mentoring teams
•5 years of Relevant Lowe’s Experience possesses applicable Trade or Business license
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Pay Range: $126,900.00 - $211,900.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
