Job Summary

The primary purpose of this role is to lead, assess, support/design, implement, and roll out omni fulfillment that improve customer experience, support store teams with driving business results. This role will accomplish this through the development and implementation of projects, best practices, and process improvements. This role supports the day to day omni-channel fulfillment, including sales, service, technology, customer experience, and store communications.

Key Responsibilities

• Leads the development and implementation of fulfillment improvement tools and processes, with limited guidance from the Store Operations Manager.

• Collaborates cross functionally to effectively deliver projects, best practices, and process improvement initiatives.

• Focuses efforts on improving the omni customer experience including in depth understanding of the competitive landscape.

• Utilizes and analyze field feedback and reporting to provide recommendations for process improvement and projects to field leadership.

• Coordinates and manages timely execution of projects across omni fulfillment, from development to implementation.

• Utilizes qualitative and quantitative analytics prior to development and after implementation to identify ROI, current/future state, and cost savings.

• Interprets reporting and develops actionable performance recommendations that are distributed to the key stakeholders.

• Provides real-time information and guidance to stores requiring assistance with day-to-day procedural questions.

• Analyzes post-project feedback to provide continuous improvement solutions.

• Manages projects by building the project plan and ensuring on target and timely delivery of imitative desired output and integration.

• Solves complex business problems by performing competitive and market analysis, utilizing subject matter experts both internally and externally where needed.

• Enhance and develop associate facing technology to improve productivity and efficiency.

• Reviews, approves, and publishes, policies, procedures, and processes for new fulfillment initiatives, at times, executing the process of documenting.

Required Qualifications

• Bachelor’s Degree in Business, Management, Operations, or related field

• 4+ years Related Industry Experience (Installation, Repair or US Home Improvement)

• 4 years’ experience in data analytics, performance reporting

• Advanced skill level in DART/MicroStrategy, Excel, & Access, such as pivot tables, power pivot, Vlookup and dynamic charts

• Demonstrated ability to convert Financial or Operational data into actionable business steps (Business Cases) to improve performance in key Service metrics

• Demonstrated project management experience, such as Gantt Chart design and development

Preferred Qualifications

• Advanced skill level in Microsoft SharePoint, such as ability to create list and custom workflows

• 4+ years’ experience in a Store Operations role (with an emphasis in Install and/or Repair Industry experience)

• 2+ years’ experience with Service Provider Management Tools, such as ServiceBench, Mappoint/PowerMap, and Call Scheduling/Dispatch

• 2+ years’ experience with Service Provider Capacity Management

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 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 and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com .

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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.