Installation Support Manager

Lowe's Companies, Inc.•Wilkesboro, NC

3d•$61,600 - $102,900•Remote

About The Position

This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions. The primary purpose of this role is to provide leadership to a team of associates who have the responsibility of ensuring the satisfactory completion of all work associated with meeting the needs of the customer. (An associate’s work may consist of installation jobs/projects and related work/service orders, assistance for customers with real-time needs involving sales, service, and/or delivery as well as resolving real-time escalated issues across a broad spectrum of situations.) This role has direct responsibility for all aspects of associate performance including hiring and training employees, conducting performance appraisals, achieving productivity targets through effective feedback, ensuring quality customer interactions as defined by the SMART customer service model, and holding performance management conversations, including corrective action up to and including termination. This role is responsible for providing important and impactful coaching and development to the team of front-line associates who interface directly with Lowe's customers, colleagues across the enterprise and external business partners. Furthermore, this role maintains consistent execution and service quality, delivering key operational metrics, and managing internal and external relationships that directly impact the outcome of service delivery. The individual in this role may conduct some or all activities from home using tools and resources provided by Lowe's.

Requirements

High School or GED and 3-5 Years, 3 years' Experience working in retail or high-volume centralized service model with progressive responsibility.
1-2 Years 1 year Experience leading people (~10 or more direct and/or indirect reports)
1-2 Years 1 year Demonstrated experience communicating and working cross-functionally.
Demonstrated experience in training, developing, and mentoring others.

Nice To Haves

Bachelor's Degree Business or related field
Demonstrated experience leading remote teams.
Bilingual skills

Responsibilities

Manage the implementation of new programs to support business strategies, collaborating with cross-functional groups and managing relationships with various Lowe's business areas and partners.
Oversee associate work, monitor quality, and maintain relationships with team members and supporting functions. Analyze business and process execution to coach and develop team members.
Support business strategies by ensuring consistent execution of processes and proper use of required tools/technologies. Review performance dashboards and reports to maintain work standards.
Resolve escalated issues and make or influence decisions involving product, expenses, and process issues.
Liaise with district and store leadership, external business partners, and participate in meetings with internal business partners to ensure proper execution and compliance.
Hire, coach, and develop talent to achieve stated objectives, ensuring the team delivers a SMART customer service experience while complying with relevant regulatory requirements.