Field PROvider Manager

Lowe's Companies, Inc.•Maple Shade, NJ

1d•Hybrid

About The Position

The Field Provider Manager (FPM) drives execution of the Installed Services provider operating model across assigned markets. This role manages Independent Service Provider (ISP) performance to ensure capacity, quality, compliance, and customer experience standards are met. The FPM uses business reviews, jobsite inspections, service audits, corrective action plans, and provider engagement to improve execution and resolve performance gaps. This role also validates local provider readiness and capacity to support demand targets. The FPM partners with National Installation Merchants, Services Operations, Provider Experience, and Store teams to resolve issues and share field insights. Success is measured by provider KPI attainment, reliable labor capacity, compliance adherence, improved customer outcomes, and sustained performance improvement.

Requirements

Bachelor’s degree Business or Related field or equivalent years of experience in lieu of education requirement, if applicable
7+ years of experience in installation services, home improvement, field operations, provider management, or a related industry.
7+ years of experience managing third-party service providers, contractors, vendors, or Independent Service Providers.
Experience working directly with Independent Service Providers to deliver customer experience and operational performance goals.
Demonstrated ability to monitor performance metrics, identify gaps, and drive corrective actions.
Experience conducting business reviews, field audits, inspections, or operational performance reviews.
Strong customer service, issue resolution, and cross-functional partnership skills.
Working knowledge of licensing, compliance, safety, quality, and operational readiness requirements.
Ability to analyze performance data and translate insights into action plans.
Ability to travel within assigned markets as needed.

Nice To Haves

Financial acumen, including ability to understand capacity, productivity, performance trends, and business review metrics.
Experience supporting provider onboarding, technology adoption, or compliance management.
Active applicable Trade or Business License (e.g. General Contractor license, Lead Paint Certification)

Responsibilities

Manage day-to-day relationships with Independent Service Providers across assigned markets.
Serve as the primary field point of contact for provider execution, capacity, and performance.
Conduct structured business reviews using CBR insights and local performance data.
Document action plans, owners, timelines, and follow up to ensure completion.
Perform jobsite inspections, service audits, coaching, corrective actions, and escalations when standards are not met.
Validate provider staffing plans, schedules, and readiness to support demand and capacity targets.
Identify and resolve local capacity shortfalls through provider action plans and appropriate escalations.
Support onboarding readiness for new or expanded providers, including licensing, training, system access, and operational readiness validation.
Partner with Store-based PRO Services Field Managers and SSC teams to resolve provider-related customer issues and execution barriers.
Share structured field insights with the National Installation Merchant and Provider Experience teams, including root causes, trends, competitive insights, and recommendations.
Ensure provider technology adoption and data accuracy to support performance tracking and forecasting.