Director Services Operations

Your Impact
The principle purpose of this role is to lead a team that supports Lowe's stores in the areas of customer service, sales, operational efficiency, and productivity. This role and team supports Lowe's stores by identifying, improving, and resolving customer, associate, process, and technology pain points. In scope activities for this role and team includes, support the development, execution and leadership of store specialty operations business strategy in partnership with cross-functional teams across the Store Support Center (SSC). Proactive identification of key initiatives to achieve financial goals, eliminate waste, and provide frictionless experiences for both Lowe's customers and associates. Examples: a. Process design, testing, and continuous improvement, to drive customer satisfaction, business simplification, and store associate productivity. b. Assisting in the Development and deployment of store technology solutions (in partnership with IT) to eliminate or automate inefficient, complex, and cumbersome store processes. 3.Creation and communication of tactical execution plans including store communications, policy and procedure, and playbooks. 4. Assisting in the Development, implementation, tracking, and delivery of operational metrics in a simplified, digital reporting platform. 5.Serve as an escalation point in support of field leadership and stores. To accomplish this require a strategic focus centered on Lowe's customers and store associates, the courage to challenge the status quo, the transparent identification of problems, and the ability to rapidly prioritize and implement solutions; enterprise thinking and cross-functional partnership, operational business expertise, systems-thinking to integrate new and legacy applications and processes.

What You Will Do

• Assists in leading 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 Environment, and Marketing. This partnership ensures roadblocks are addressed, and programs are executed quickly.
• Assists in Leading efforts to drive store awareness, adoption, and day-to-day execution of core specialty retail business processes on the front end, back end and sales floor such as: customer service, merchandising, receiving, delivery, returns/exchanges, inventory management, markdown/NPI, supply management, equipment, pricing/promotions, reporting, etc.
• Represents specialty operations as a leader, subject matter expert, and advocate on cross-functional SSC programs.
• Partners with the training department on identifying and developing necessary specialty and role specific specialist training to ensure best in class knowledge and service in customer experiences.
• Creates, maintains and manages all exception-based reporting (identifying business trends) and predictive analytics in partnership with DACI to be used by Specialty Operations.

• Bachelor's Degree Business, Industrial Engineering, Liberal Arts or equivalent experience and 8-10 years of Retail, Field Operations Management, Process Improvement, Project Management, Operational Execution, Support Change Initiatives

• Master's Degree Business, Operations, Supply Chain, Industrial Engineering, Production/Workforce Management or equivalent experience and 8-10 years of Retail, Field Operations Management, Process Improvement, Project Management, Operational Execution, Support Change Initiatives