MST ASM

Lowe's Companies, Inc.•Merrillville, IN

2d•Onsite

About The Position

The MST ASM role involves leading a team of supervisors and associates to deliver customer service, maintain in-stock positions, and ensure store cleanliness and safety. This role drives the execution of service, reset, pricing, and operational programs, serves as an escalation point for customer complaints, and manages store opening/closing procedures and expenses. The MST ASM also acts as a Manager-on-Duty, providing overall store leadership, coaching associates, and ensuring operational efficiency. Additionally, this role specifically manages all reset, service, and pricing activity, including Live Nursery service, and supports Ad Set execution. Lowe's Companies, Inc. is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2025 sales of more than $86 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. The company supports communities through programs focused on creating safe, affordable housing, improving community spaces, developing skilled trade experts, and providing disaster relief. Lowe's is dedicated to service, which begins with serving its associates, offering exceptional benefits and opportunities to grow skills.

Requirements

2 Years Experience leading associates in a retail environment
3 Years Experience working in a fast-paced, cross- functional work environment
1 Year Experience performing manager-on-duty responsibilities, including management of daily store operations and processes within and beyond assigned areas of responsibility
1 Year Experience directly managing a team of sales associates (commissioned or non-commissioned) in retail, business-to-business, outside sales, or consumer service industry (Specialty ASM)
Experience using Microsoft Office Suite
Experience in retail store freight flow logistics (Operations ASM)

Nice To Haves

Bachelor’s degree Related field
5 Years Experience leading service associates in a retail or consumer service industry (Merchandising ASM)
5 Years Experience directly managing a team of sales associates (commissioned or non-commissioned) in retail, business-to-business, outside sales, or consumer service industry (Specialty ASM)
5 Years Experience leading support/operations associates in a retail or consumer service industry (Operations ASM)
3 Years Experience performing manager-on-duty responsibilities, including management of daily store operations and processes within and beyond assigned areas of responsibility
Experience working in the home improvement retail sector
Experience working with store computer systems (including but not limited to: Project Tool, Genesis, M2O, Thin Client, etc.)

Responsibilities

Interviews, selects, develops and provides direct leadership over a team of supervisors and associates that support product categories in assigned area
Models the behaviors that are needed to deliver SMART customer service, maintain an in-stock position, and keep the store clean and safe for customers
Sets clear and measurable service, and operational goals for the team, ensures the team’s effort supports those goals, and tracks progress on a daily basis
Connects with the team regularly to understand challenges they are facing and to remove obstacles
Provides recognition for demonstrating effective behaviors and exceeding operational goals at the individual and team level
Provides open and timely feedback, coaching, training, development opportunities and mentorship to members of the team and encourages others to communicate openly and share constructive feedback
Manages performance of associates against established goals and works with supervisors to take action when necessary to address performance concerns
Encourages others to share ideas and empowers others to make decisions while providing guidance when necessary
Identifies any associate relations concerns and takes the appropriate action as needed, handling directly where appropriate and/or escalating issues to senior management or HR
Drives execution of all service, reset, pricing and operational programs in assigned area by monitoring activities, providing feedback, and making adjustments where needed
Identifies any barriers to superior service and communicates these along with solutions in a timely manner ensuring operations do not impact the customers' ability to see or interact with products
Serves as a primary escalation point for the most significant and impactful customer complaints
Manages store opening and closing procedures
Controls expenses including payroll and other controllable expenses, and manages payroll hours by confirming the schedule supports the forecasted payroll plan
Maintains knowledge of industry service, sales and operational trends and shares and applies knowledge where possible
Identifies sales opportunities and gaps in inventory/merchandising and creates specific plans of action to drive improved in-stock, sales, and margin performance
Looks for ways within respective departments to enhance the Pro customer experience and drive Pro sales
Anticipates and proactively addresses operational issues that could impact customer service levels and/or achievement of store sales goals
Monitors the use of store power equipment, ensuring that it is operated safely at all times and addressing any violations with associates
Drives a culture of safety, security and shrink prevention throughout the store, ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that steps are taken on a daily basis to maintain inventory and shrink budget integrity
Provides full leadership over the store, driving engagement, customer service, and staffing and operational efficiency
Walks the store, observing customer/associate interaction and providing in-the-moment coaching to ensure associates are engaging customers and driving sales
Ensures depts are properly staffed for customer traffic, shifts associates for coverage as needed
Manages associate response to call buttons
Validates that aisles remain clean, safe and free of clutter
Funnels non-MOD activities (e.g., customer complaints, management approvals, and other run the business activities including opening and closing the store) to appropriate non-MOD leaders
Seeks performance feedback from others and pursues self-development opportunities
Proactively builds and maintains collaborative relationships with cross-functional partners
Sets an example for others by adapting quickly and effectively to work challenges and organizational change
Manages all reset, service and pricing activity within the store as well as Live Nursery service and watering as seasonal need requires
Teaches and demonstrates effective use of Lowe’s selling and service model
Support Ad Set execution through MST Flex endcap and promo space execution as well as validating promotional signage readiness
Accountable to Product location space accuracy through SIMS execution and feedback during reset and service execution
Accountable for other duties as assigned