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Your Impact

The primary purpose of this role is to manage, support, and direct a team of associates responsible for ensuring the successful completion of installation jobs/projects and related work/service orders that meet defined service agreements. This leader is responsible for maintaining a highly engaged workforce to ensure customer service and support excellence, achievement of shareholder metrics and the retention of staff. This leader is accountable for the performance of his/her division against key measures of success including customer satisfaction, agent satisfaction, speed of service, expense control and sales target. This includes responsibility for planning and execution of all Installation Support Team programs and initiatives, overseeing all site specific project work, and managing financials and budgets for their respective support teams. This leader must inspire and empower employees around the Installation Support Team strategy and Enterprise vision so all employees understands the value of their contribution in accomplishing strategic goals.

What You Will Do

+ 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 Qualifications

+ Bachelor’s degree Business or related field or equivalent years of experience in lieu of education requirement, if applicable

+ 8 Years Related industry experience (installation, repair service, or home improvement industry). Experience communicating and managing cross-functionally

+ 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

Preferred Skills/Education

+ Master’s degree Business Administration or related field or equivalent experience

+ 5 Years Related industry experience (installation, repair service, or home improvement industry). Experience communicating and managing cross-functionally

+ 5 years of Experience in training, developing and mentoring teams

+ 5 years of Relevant Lowe’s Experience Possesses applicable Trade or Business license

About Lowe's

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2024 sales of more than $83 billion. Lowe’s employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. 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._

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.