Lowe’s

Sr. Director, Installation Support

Lowe’s$150K — $180K *
Retail & Consumer Goods
11 - 15 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Industrial Engineering or related field, or equivalent experience.
  • 12+ years in installation operations, contact center management, or workforce optimization.
  • 8-10 years in leadership roles managing cross-functional teams.
  • 8-10 years in retail, installation, or field operations management.
  • Proven experience in process improvement and project management.
  • Strong analytical skills with proven success in data-driven business improvements.

Responsibilities

  • Lead the development and execution of the installation operations strategy.
  • Oversee workforce management and performance optimization for installation operations.
  • Identify and implement improvements to streamline scheduling and communication.
  • Drive initiatives to enhance installation quality and customer experience.
  • Collaborate with business partners to resolve issues impacting service delivery.
  • Develop and maintain policies to ensure consistent execution across operations.
  • Monitor operational metrics and implement corrective actions as needed.

Benefits

  • Comprehensive health benefits (medical, dental, vision).
  • 401(k) plan with company match.
  • Generous paid time off (PTO) policy.
  • Employee discount on store purchases.
  • Career development opportunities and training programs.
Full Job Description
Your Impact

The Sr. Director, Installation Support drives operational excellence across Lowe's Installation functions. This role leads a high-performing team focused on optimizing installation service delivery, customer satisfaction, and workforce efficiency. The Sr. Director will oversee the end-to-end execution of installation operations ensuring seamless coordination between customers, associates, service providers, and cross-functional partners to achieve Lowe's strategic and financial goals.

What You Will Do
  • Lead the development and execution of the installation operations strategy in alignment with enterprise priorities.
  • Oversee workforce management, process design, and performance optimization for installation and contact center operations.
  • Identify and implement process and technology improvements to streamline scheduling, communication, and job completion.
  • Drive continuous improvement initiatives to enhance installation quality, timeliness, and customer experience.
  • Collaborate with key business partners including IT, Supply Chain, Merchandising, and Field Operations to resolve issues and improve service delivery.
  • Create and maintain policies, procedures, and playbooks to support consistent execution across installation and service operations.
  • Monitor operational metrics through digital reporting tools, ensuring goals are met and corrective actions are implemented.
  • Serve as the primary escalation point for installation and contact center leadership to address operational challenges quickly and effectively.

Minimum Qualifications
  • Bachelor's degree in Business, Industrial Engineering or related field or equivalent years of experience in lieu of education requirement, if applicable
  • 12+ years of experience in installation operations, contact center management, or workforce optimization
  • 8-10 years leading cross-functional teams and direct reports
  • 8-10 years of experience in retail, installation, or field operations management
  • 7+ years leading cross-functional teams and direct reports
  • Proven experience in process improvement, project management, and operational execution
  • Deep understanding of contact center and field installation systems (e.g., CRM, scheduling tools, workforce management software)
  • Expertise in call routing, dispatching, and automation technologies
  • Strong ability to analyze data and translate insights into actionable business improvements
  • Demonstrated success leading enterprise-wide transformation or large-scale process improvement initiatives
  • Experience developing and deploying digital tools to enhance customer and associate experiences

Preferred Skills/Education
  • Master's degree Business, Operations, Industrial Engineering


About Lowe’s

Lowe's Careers

Joining Lowe's means becoming part of a team that is committed to fostering an environment of growth, innovation, and leadership. As one of the leading home improvement companies, Lowe's offers unparalleled job opportunities and a culture that values diversity and professional development. Work You'll Do At Lowe's, your work will directly impact our mission to help people love where they live. Whether you're involved in the direct sales process, product development, or customer service, your role will contribute to our industry-leading standards. Transform Your Career Leverage your skills and drive in a position that empowers you to lead projects and initiatives that redefine the retail experience. Lowe's is at the forefront of the industry, combining retail, technology, and customer service to create unique experiences for consumers. Join a team of dedicated professionals who are there to support your career aspirations and help you grow both personally and professionally. With over 300,000 team members, Lowe's is a place where you can cultivate a career filled with innovation and opportunities. Lowe's Professional Growth and Opportunities We are committed to the professional growth of every team member. Lowe's offers a variety of career paths and opportunities for advancement, including leadership roles in numerous departments. Whether you're seeking a part-time position or a full-time career, Lowe's provides the training and resources needed to advance and excel. Internship Programs Start your career with Lowe's through our dynamic internship programs. These opportunities provide hands-on experience and a chance to engage in meaningful work that impacts our business. Interns at Lowe's gain invaluable skills, work alongside experienced professionals, and are considered for full-time positions upon successful completion of the program. Benefits and Culture Lowe's is dedicated to maintaining a culture that promotes diversity and inclusion. We offer a comprehensive benefits package that supports the health, well-being, and financial security of our employees and their families. Benefits include health insurance, retirement plans, and employee discounts, among others. Networking and Innovation Stay connected and ahead in your career through Lowe's commitment to innovation and networking. Our team members have access to cutting-edge technology and are encouraged to think outside the box to solve challenges. Networking within the company is supported through various groups and initiatives, fostering connections that can lead to career advancement. Join Our Team Explore the job opportunities at Lowe's that match your skills and interests. We are always looking for passionate, curious, and solution-driven team players. Start your journey with Lowe's today and be part of a company that values hard work and dedication. Stay Up to Date Keep informed with the latest in career tips, company news, and industry insights—all from the people who work at Lowe's. Our careers blog provides valuable content that can help you navigate your professional journey. Job Alert Emails Customize your subscription to receive job alerts and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Lowe's. SEARCH LOWE'S JOBS At Lowe's, your career is in your hands. Build it with us and be part of a team that is changing the future of retail.
Learn more about Lowe’s
Size
200,000 employees
Market Cap
$120.3 billion
Industry
Net Income
$5.8 billion
Founded
1946
5 Year Trend
+8.2%
Revenue
$89.5 billion
NASDAQ

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