Field Provider Performance Manager

Lowe's Companies, Inc.; Alton (IL); On-site; USD 110,000 - 150,000; Full time

Job summary

Lowe's Companies, Inc. is seeking a Field Provider Manager to lead ISP performance and readiness across markets. You will manage relationships, conduct reviews, and ensure staffing and capacity meet demand while driving improvements in customer outcomes.

Responsibilities include site inspections, corrective actions, and collaboration with field teams to resolve issues. Travel to assigned markets will be required to ensure standards are met and processes implemented.

Qualifications

• Bachelor's degree in Business or related field or equivalent years of experience.
• 7+ years in installation services, home improvement, field operations, provider management, or related industry.
• 7+ years managing third-party service providers, contractors, vendors, or Independent Service Providers.
• Experience working with Independent Service Providers to deliver customer experience and operational performance goals.
• Ability to monitor performance metrics, identify gaps, and drive corrective actions.
• Experience conducting business reviews, field audits, inspections, or operational performance reviews.
• Strong customer service, issue resolution, and cross-functional partnership skills.
• Knowledge of licensing, compliance, safety, quality, and operational readiness requirements.
• Ability to travel within assigned markets as needed.

Responsibilities

• Manage day-to-day relationships with Independent Service Providers across assigned markets.
• Serve as the primary field point of contact for provider execution, capacity, and performance.
• Conduct structured business reviews using CBR insights and local performance data.
• Document action plans, owners, timelines, and follow up to ensure completion.
• Perform jobsite inspections, service audits, coaching, corrective actions, and escalations when standards are not met.
• Validate provider staffing plans, schedules, and readiness to support demand and capacity targets.
• Identify and resolve local capacity shortfalls through provider action plans and appropriate escalations.
• Support onboarding readiness for new or expanded providers, including licensing, training, system access, and operational readiness validation.
• Partner with Store-based PRO Services Field Managers and SSC teams to resolve provider-related customer issues and execution barriers.
• Share structured field insights with the National Installation Merchant and Provider Experience teams, including root causes, trends, competitive insights, and recommendations.
• Ensure provider technology adoption and data accuracy to support performance tracking and forecasting.

Skills

Vendor management

Field operations

Performance metrics

Business reviews

Cross-functional collaboration

Customer experience

Travel willingness

Education

Bachelor's degree in Business or related field

Job description

Lowe's Companies, Inc. is seeking a Field Provider Manager to lead ISP performance and readiness across markets. You will manage relationships, conduct reviews, and ensure staffing and capacity meet demand while driving improvements in customer outcomes.

Responsibilities include site inspections, corrective actions, and collaboration with field teams to resolve issues. Travel to assigned markets will be required to ensure standards are met and processes implemented.