Senior Director Installation Support

Lowe's; United States; Remote; USD 155,000 - 260,000; Full time

Job summary

Lowe's is seeking a Contact Center Operations Leader responsible for driving customer service and operational excellence in their Contact Centers. This pivotal role includes strategy execution, team leadership, and enhancements in customer and associate experiences. Candidates should have over a decade of experience in workforce management and operations, bringing innovative solutions to elevate Lowe's service standards.

Qualifications

• Over 12 years of experience in Contact Center Workforce Management.
• 10 years of leadership experience with direct report responsibility.
• Experience leading cross-functional teams.

Responsibilities

• Drive execution of business plans and identify operational needs.
• Lead and develop a skilled workforce aligned with objectives.
• Use data to prioritize improvements in operational efficiency.

Skills

Leadership

Process Improvement

Operational Execution

Customer Service

Education

Bachelor's Degree in Business or Industrial Engineering

Master's Degree in Business or Operations

Tools

Workforce Planning Software

CRM Software

Call Routing Technology

Job description

Your Impact

The principle purpose of this role is to lead a team that supports Lowe's Contact Centers in the areas of customer service, sales, operational efficiency, and productivity. This role and team supports Lowe's Contact Centers by identifying, improving, and resolving customer, associate, process, and technology pain points. This is an extremely visible role responsible for creating, prioritizing, and executing a roadmap of work that will deliver Lowe's enterprise strategic initiatives and operational and financial objectives. In scope activities for this role and team include: •Development, execution and leadership of contact center operations business strategy in partnership with cross-functional teams across the Store Support Center (SSC). •Design, development, deployment and operationalization of all aspects of contact center workforce management. •Proactive identification of key initiatives to achieve financial goals, eliminate waste, and provide frictionless experiences for both Lowe's customers and associates. Examples: •Process design, testing, and continuous improvement, to drive customer satisfaction, business simplification, and contact center associate productivity. •Planning and deployment of technology solutions (in partnership with IT) to eliminate or automate inefficient, complex, and cumbersome processes. •Creation and communication of tactical execution plans including contact center communications, policy and procedure, and playbooks. •Development, implementation, tracking, and delivery of operational metrics in a simplified, digital reporting platform. •Serve as the first escalation point in support of contact center leadership. To accomplish this requires: 1) a strategic focus centered on Lowe's customers and contact center associates, 2) the courage to challenge the status quo, 3) the transparent identification of problems and the ability to rapidly prioritize and implement solutions; 4) enterprise thinking and cross-functional partnership, 5) operational business expertise, 6) systems-thinking to integrate new and legacy applications and processes.

What You Will Do

• Drives the execution of multiple work streams by identifying customer and operational needs; analyzing resources, costs, and forecasts, and incorporating them into business plans; gaining cross functional support for business plans and priorities; translating business strategy into actionable business requirements; obtaining and distributing resources; setting standards and measuring progress; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly.
• Leads a highly skilled and engaged workforce by aligning resource plans with business objectives; recruiting, selecting, and developing talent; motivating teams; preparing individuals for growth opportunities and advancement; staying current with industry trends, benchmarks, and best practices; providing guidance when difficult decisions need to be made.
• Demonstrates continuous learning and maintains a competitive advantage by building flexible business plans to adapt to changing and emerging business needs.
• Uses data to identify, prioritize, and drive continuous improvement programs to increase operational efficiency. Proactively identifies opportunities for process automation or elimination.
• Constantly communicates and partners with key stakeholders in the field and at the SSC to create a culture of teamwork, transparency, and awareness. Partners include, but are not limited to Merchandising, Supply Chain, IT, Product Management, HR, Learning and Development, DACI, Store Operations, and Marketing. This partnership ensures roadblocks are addressed, and programs are executed quickly.
• Leads efforts to drive contact center awareness, adoption, and day-to-day execution of core business processes at every level.
• Creates, maintains and manages all exception-based reporting (identifying business trends) and predictive analytics (as appropriate in partnership with DACI) to be used by Contact Center Operations.
• Oversees contact center policies and procedures and ensures that they are accurate, accessible, regularly maintained, and communicated – driving applicable regulatory compliance and consistency in customer and associate experiences.
• Represents contact center operations as a leader, subject matter expert, and advocate on cross-functional SSC programs.
• Individual Contributor

Minimum Qualifications

• Bachelor's Degree Business, Industrial Engineering and 11-15 Years More Than 12 Years Experience in Contact Center Workforce Management or Operations Support function
• 8-10 Years 10 Years Retail, Field Operations Management, Process Improvement, Project Management, Operational Execution, Support Change Initiatives
• 11-15 Years 12 Years Leadership experience with direct report responsibility
• 8-10 Years 10 Years Experience leading cross-functional teams
• 8-10 Years 10 Years Demonstrated experience leading teams and decisions regarding Contact Center centric software (e.g., Workforce Planning Software, CRM)
• 8-10 Years 10 Years Demonstrated experience with call routing technology and ACD systems

Preferred Skills/Education

• Master's Degree Business, Operations, Industrial Engineering and 11-15 Years More Than 12 Years Retail, Workforce Management, Field Operations Management, Process Improvement, Project Management, Operational Execution, Support Change Initiatives

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.

Pay Range: $155,500.00 - $259,700.00 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 our benefits page.

Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.

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.

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.