• Services Optimization Analyst

    Lowe's (Mooresville, NC)


    Your Impact

     

    The Services Optimization Analyst will work with PROviders, field leaders and Installation Merchants in supporting strategic initiatives in optimizing Lowe's PROvider Network to improve customer experience and deliver on Services KPIs . The Analyst will build strong business relationships with all stakeholders, internal and external, and analyze PROvider performance in specific categories and across the country . They will also be responsible for understanding customer behavior, executing strategic plans and participating in presentations with the PROvider Support Manager and Installation merchant partners to gain alignment on planned initiatives. They Analyst will support Services strategies and partner with cross-functional leadership to identify process improvement opportunities that will optimize effectiveness leading to improved customer experience and business growth. This role will also be responsible for gathering and analyzing service/project specific information and communicating with the appropriate Services stakeholder. In addition, this individual will need to be able to adapt to rapidly evolving business needs.

    What You Will Do

    + Continuous Improvement – collaborate with cross functional teams to optimize processes for improved efficiency and operational service levels

    + Create processes and standard operating procedures leveraging current procedures

    + Provide support for the implementation and execution of action plans related to PROvider Optimizations or Transitions

    + Prioritize mission-critical work activities – identify root cause for exceptions and escalate as necessary to prevent customer impacts.

    + Supports Optimizations/ PROvider Transitions & Decommissioning by tracking and analyzing insights from each Optimization and transition to share with leadership team for proposed improvements

    + Supports Optimization and Transition calls with PROvider, FPM, NIM, etc. Works cross functionally with SSC teams, field, compliance and IST for smooth transitions

    + Supports future RFPs by maintaining the process, tracking RFP efforts, analyzing insights, liaison to stakeholders to support and align activities

    + Provides analytical support to help ensure that all plans and transitions are aligned with Services strategies

    + Provides subject matter expert support to management team and other stakeholders

    + Coordinates the execution of projects through written communications, conference calls, and meetings

    + Proactively review and analyze category performance and provide recommendations to improve results and increase customer satisfaction

    + Support Line Reviews by compiling data and information while partnering with internal teams in the successful execution of the line review.

    + Individual Contributor

    Minimum Qualifications

    + Associate's Degree Associates or Bachelor's Degree in a related field

    + High School or GED and 1-2 Years Experience in, high volume retail, service support, or similar work environment.

    + 1-2 Years Experience using CRM (Customer Relationship Management) tool, MS Word, MS Excel and MS Outlook.

    + Less than 1 year Experience working with Third Party PROvider

     

    About Lowe’s

     

    Lowe’s 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 .

     

    _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._

     

    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.