Your ImpactThe principle purpose of this role is to lead a team that supports Lowe's overall omnichannel fulfillment customer experience. This role and team supports Lowe's by identifying, improving, and resolving customer, associate, process, and technology pain points relating to all fulfillment channels. This is an extremely visible role responsible for creating, prioritizing, and executing a roadmap of work that will deliver Lowe's enterprise strategic initiatives and operational and financial objectives. In scope activities for this role and team include: 1.Development, execution and leadership of store operations business strategy in partnership with cross-functional teams across the Store Support Center (SSC). 2.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. Development and deployment of technology solutions (in partnership with IT) to eliminate or automate inefficient, complex, and cumbersome processes across the company. 3.Creation and communication of tactical execution plans including communications, policy and procedure, and playbooks. 4.Development, implementation, tracking, and delivery of operational metrics in a simplified, digital reporting platform. To accomplish this requires: 1) a strategic focus centered on Lowe's customers and stores 2) the courage to challenge the status quo, 3) the transparent identification of problems, and the ability to rapidly prioritize and implement solutions; 4) enterprise thinking and cross-functional partnership, 5) operational business expertise, 6) systems-thinking to integrate new and legacy applications and processes. 6) strategically partnering with vendors to improve customer experience
What You Will Do- Drives the execution of multiple work streams by identifying customer and operational needs; analyzing resources, costs, and forecasts, and incorporating them into business plans; gaining cross functional support for business plans and priorities; translating business strategy into actionable business requirements; obtaining and distributing resources; setting standards and measuring progress; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly.
- Leads 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.
- Creates, maintains and manages all exception-based reporting (identifying business trends) and predictive analytics in partnership with DACI to be used by Store Operations.
- Oversees policies and procedures and ensures that they are accurate, accessible, regularly maintained, and communicated - driving SOX compliance, and consistency in customer and associate experiences.
- Represents store operations as a leader, subject matter expert, and advocate on cross-functional SSC programs.
Minimum Qualifications- Bachelor's degree Business, Industrial Engineering, Liberal Arts or equivalent years of experience in lieu of education requirement, if applicable
- 10 Years Retail, Field Operations Management, Process Improvement, Project Management, Operational Execution, Support Change Initiatives
Preferred Skills/Education- Master's degree Business, Operations, Supply Chain, Industrial Engineering, Production/Workforce Management
- 12 Years Retail, Field Operations Management, Process Improvement, Project Management, Operational Execution, Support Change Initiatives
Benefits- 401k with up to 4.25% match
- Discounted Employee Stock Purchase Plan (15% discount of strike price)
- Tuition-Free Education
- 10-week Maternity/Parental Leave
- 10% Associate Discount
For information about our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
CompensationStarting 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 our benefits page.
