Your Impact
The primary purpose of this role is to be the conduit from the SSC to the Field regarding Lowe's Installations Services programs to ensure the Field PROvider Team is supporting and driving overall performance of our local Independent Service Providers (ISP's). This role will work with the PROvider Experience Group to ensure the Field team has the proper tools to be successful and is responsible for the retention, development, and succession planning for the entire Field PROvider Management team. In addition, this role will be responsible for ensuring the Field PROvider Directors are delivering overall performance of key quality metrics within their divisions (e.g., LTR, cycle time, expenses).
What You Will Do
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- Develops the strategy approach for the PROvider Field team that bests support their ability to deliver the overall results for the installation business as it relates to the installation category strategies.
- Directs Field PROviders Directors to ensure full execution of new programs to support business strategies by ensuring they are managing direct reports while ensuring collaboration across the SSC to ensure our ISPs are meeting overall services quality goals.
- Synthesizes and analyzes up-to-date information and metrics used in tracking provider quality, licensing and permit compliance, customer service, and managing overall service performance leveraging and supporting insights/actions from Centralized Business Reviews.
- Primary point of Contact for SSC Teams for Field support regarding Provider management.
- Discusses geographical performance with Field PROvider Directors and builds alignment and plans addressing performance gaps.
- Works with direct reports to ensure that they receive sufficient support to secure the quantity and quality of service providers needed to meet the capacity and performance that aligns with the national services strategy.
- Travels across the country to focus on provider execution and the impact being made by the Field PROvider Team.
- Coordinates with the Field PROvider Management team to ensure resolution of customer issues specific related to craftsmanship and/or professionalism for service providers
- Responsible for the hiring, developing and performance management of Field PROvider Directors.
- Remains knowledgeable regarding industry standards and SSC programs to aid in setting priorities, building programs, and determining field activities
- Works with Install Merchants and PROvider Experience group to support building provider networks for new service offerings
- Responsible for driving overall engagement and retention of local Service Providers by ensuring they understand the value of the relationship both as a customer and service provider making Lowe's the #1 retailer to work with.
Minimum Qualifications
- Bachelor's Degree Business Management or a related field
- 8 years related industry experience (installation or home improvement industry) in product installation and financial acumen
- 8 years' experience leading and managing direct reports through mentoring, training, and leadership development
- 5 years demonstrated experience working with Independent Service Providers to deliver best in class customer experiences through oversight of program metrics
- Leadership experience with director responsibility
- Demonstrated experience communicating and managing cross-functionally
Preferred Skills/Education
- 3 years demonstrated experience leading field teams
- Active applicable Trade
- Business Licenses (e.g., General contractor license, Lead paint certification)
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 2024 sales of more than $83 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, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.
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.