Installation Support Manager

Lowe's Companies, Inc.•Wilkesboro, NC

3d•$61,600 - $102,900•Remote

About The Position

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.) As an Installation Support Manager at Lowe's, you'll be pivotal in leading a team that drives customer satisfaction across installation projects, sales, and service operations. Your leadership will be crucial in maintaining service excellence, achieving key metrics, and fostering relationships that directly impact our service delivery. By leveraging your management expertise and customer-centric approach, you'll make a significant impact on Lowe's success. In this position, you'll lead a dynamic team, orchestrating exceptional customer experiences across installation projects, sales, and service operations. Your day will be filled with coaching your team, analyzing performance data, and collaborating with cross-functional partners to drive service excellence. You'll navigate a fast-paced environment, resolving escalated issues, implementing new strategies, and leveraging various tech tools to ensure smooth installation jobs and project execution, all while meticulously documenting interactions and maintaining Lowe's high standards of service delivery.

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.