Field PROvider Manager

Lowe's Companies, Inc.-posted 3 months ago

Full-time • Mid Level

5,001-10,000 employees

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The primary purpose of this role is to own the relationship with the local Independent Service Providers (ISPs) across multiple markets, supporting all categories of Installed Services Offering while partnering with the National Installation Merchant specific to optimized Providers. This includes responsibility for conducting regular B2B meetings, reviewing program metrics and performance relating to the Independent Service Providers while leveraging insights/takeaways from Centralized Business Reviews (CBR). Develops and discusses improvement plans as needed to meet service and quality goals. Leverages centralized PROvider Experience Group to partner with on sourcing and is responsible to ensure capacity exists to support sales. Additional responsibilities include supports and leverages centralized functions to ensure proper onboarding of new PROviders focused on developing and retaining third-party service providers in order to meet area sales and service demands while ensuring the ISP is compliant with all regulatory requirements working in partnership with the State Licensing Managers.

Maintains and manages the local third-party service provider relationships to support quality, service, and expense goals to support the National Installation Merchants category strategy.
Leverages capabilities within the PROvider Experience Group to partner on sourcing, onboarding/upskilling, and engagement to retain Lowe’s third-party service providers by promoting Lowe’s business, building strong relationships, and being an advocate for the ISP’s.
Manages the relationship and performance of the service provider network through direct interaction with the service providers and B2B meetings leveraging insights/takeaways from Centralized Business Reviews.
Ensures third-party service providers are knowledgeable of all Lowe’s applications that pertain to the service provider relationships which include, (e.g., IMS, SPM).
Oversees service quality through regular interaction including jobsite inspections, service provider meetings, and reviewing customer satisfaction and capacity metrics to ensure Lowe's quality standards are met.
Works cross-functionally with Store based PRO Services Field Managers to resolve any customer issues related to the services providers and provides feedback on any store related execution issues that need addressed to aide in the success of the service providers.
Primary Point of Contact for IST related to capacity and Service PROviders.
Offers expertise and support in the form of service provider network and competitive insights to local SSC for new programs and/or initiatives.
Obtains and holds licenses on Lowe’s behalf as required.

Bachelor's Degree in Business, related field or equivalent experience.
3 years related industry experience (installation service or home improvement industry) in product Installation and financial acumen.

3 years demonstrated experience working with Independent Service Providers to deliver best in class customer experiences through oversight of program metrics.
Active applicable Trade or Business License (e.g.General Contractor license, Lead Paint Certification).

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