Your ImpactThe Sr. Analyst, Lowe's Protection Plan (LPP) supports the Appliances protection business by resolving escalated warranty and non-warranty issues in a timely, customer-focused manner. This role partners closely with stores, Merchandising, Contact Center teams, internal Protection Plan partners, and Original Equipment Manufacturers to address complex service issues, improve customer outcomes, and ensure vendor accountability. The Sr. Analyst monitors escalations across multiple intake channels, evaluates case facts, and makes sound decisions that balance customer experience, program guidelines, and business objectives. This role also supports program governance by maintaining guideline documentation, educating stakeholders on policies and procedures, and identifying trends that drive corrective action. Success in this role requires strong judgment, operational problem-solving, vendor partnership skills, and the ability to translate service issues into actionable process improvements.
What You Will DoEscalation Management & Customer Resolution
- Evaluate escalated warranty and non-warranty customer cases and determine appropriate next steps based on program guidelines, service history, customer impact, and business considerations.
- Provide timely resolution support for stores and internal partners by managing issues through mailboxes, forms, and other escalation channels.
- Perform proactive intervention and trigger monitoring to identify service issues before they result in broader customer dissatisfaction or additional escalations.
- Make case decisions that support both customer experience and company objectives while ensuring appropriate vendor participation and accountability.
Vendor Coordination & Program Support
- Build and maintain effective working relationships with vendors and manufacturers to support issue resolution and improve service outcomes.
- Communicate with vendors as needed to ensure protection plan and program information remains accurate, current, and actionable.
- Help hold vendors accountable for service expectations, resolution quality, and support standards affecting stores and customers.
- Partner with internal Lowe's Protection Plan teams, Merchandising, and Contact Center teams to resolve recurring issues and improve operating consistency.
Policy, Guidance & Store Education
- Create, maintain, and update Lowe's Protection Plan program guidelines and supporting documentation.
- Educate stores and business partners on program policies, procedures, and service expectations, including Service Advantage-related guidance.
- Support store and merchandising teams in identifying opportunities to reduce unnecessary cost exposure through improved understanding of vendor credits, resell decisions, service timelines, parts availability, and repair delays.
- Serve as a knowledgeable point of contact on program processes and issue resolution practices.
Reporting, Analysis & Continuous Improvement
- Conduct analysis on escalations, service trends, and recurring issues to identify root causes and recommend corrective actions.
- Develop reports and insights that improve visibility into protection plan performance, vendor issues, and operational pain points.
- Partner on major services-related projects and initiatives as needed to support program effectiveness and customer experience improvements.
- Recommend process, policy, or communication improvements that reduce escalations and strengthen protection plan execution.
Minimum Qualifications- Bachelor's degree in business, Operations, Supply Chain, Finance, Communications, or a related field, or equivalent relevant experience. or equivalent years of experience in lieu of education requirement, if applicable
- 5 years of experience in customer operations, warranty operations, service operations, vendor management, contact center support, merchandising support, or a related field.
- Experience resolving complex customer or operational issues in a fast-paced, matrixed environment.
- Experience analyzing operational issues, identifying root causes, and making recommendations for corrective action.
- Strong written and verbal communication skills, with the ability to work effectively across stores, vendors, and internal business teams.
- Demonstrated ability to apply judgment, interpret policies, and make sound decisions in ambiguous or escalated situations.
- Strong organizational skills and attention to detail, with the ability to manage multiple priorities and case workflows simultaneously.
Preferred Skills/Education- Experience in protection plans, warranty administration, service operations, appliances, retail operations, or vendor performance management.
- Experience supporting stores, field teams, or customer-facing operations in a large retail or services environment.
- Experience developing program documentation, operational guidelines, or policy communications.
- Experience with escalation tracking, reporting, and service performance analysis.
- Familiarity with service recovery processes, OEM/vendor coordination, and customer issue resolution frameworks.
- Experience participating in cross-functional improvement projects related to service, warranty, or post-sale support.
