MST ASM

Lowe's Companies, Inc.•Leesburg, VA

6d•$62,000 - $104,000

About The Position

The MST ASM leads teams and store operations to deliver customer service, maintain product availability, support sales, and keep the store clean and safe. The role provides direct leadership to supervisors and associates, sets and monitors measurable goals, coaches and develops team members, addresses performance and associate-relations concerns, and recognizes strong performance. It drives execution of service, reset, pricing, and operational programs, removes barriers to customer service, and serves as an escalation point for significant customer complaints. The position manages opening and closing procedures, controllable expenses and payroll scheduling, and identifies opportunities to improve inventory, merchandising, sales, and margins. As Manager-on-Duty, the MST ASM leads store engagement, service, staffing, and operational efficiency; observes customer interactions and coaches associates; manages coverage and call-button responses; and maintains clean, safe aisles. MST-specific duties include managing reset, service, and pricing activity throughout the store, overseeing seasonal Live Nursery service and watering, teaching Lowe’s selling and service practices, supporting promotional and endcap execution, and maintaining product-location accuracy through SIMS execution and feedback. Other duties may be assigned.

Requirements

At least 2 years of experience leading associates in a retail environment.
At least 3 years of experience working in a fast-paced, cross-functional work environment.
At least 1 year of experience performing Manager-on-Duty responsibilities, including managing daily store operations and processes within and beyond assigned areas of responsibility.
At least 1 year of experience directly managing a team of sales associates in retail, business-to-business, outside sales, or the 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 in a related field.
At least 5 years of experience leading service associates in a retail or consumer service industry (Merchandising ASM).
At least 5 years of experience directly managing a team of sales associates in retail, business-to-business, outside sales, or the consumer service industry (Specialty ASM).
At least 5 years of experience leading support or operations associates in a retail or consumer service industry (Operations ASM).
At least 3 years of experience performing Manager-on-Duty responsibilities, including managing 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 Project Tool, Genesis, M2O, or Thin Client.

Responsibilities

Interview, select, develop, and directly lead supervisors and associates supporting product categories in the assigned area.
Model behaviors that deliver SMART customer service, maintain in-stock conditions, and keep the store clean and safe.
Set measurable service and operational goals, align team efforts to those goals, and track progress daily.
Connect regularly with team members to understand challenges and remove obstacles.
Recognize individual and team behaviors that meet or exceed operational goals.
Provide timely feedback, coaching, training, development opportunities, and mentorship; encourage open communication and constructive feedback.
Manage associate performance against established goals and work with supervisors to address concerns.
Encourage idea-sharing and empower team members to make decisions while providing guidance as needed.
Identify associate-relations concerns and take appropriate action, directly or by escalating to senior management or HR.
Drive service, reset, pricing, and operational program execution by monitoring activities, providing feedback, and making adjustments.
Identify barriers to superior service and communicate them and proposed solutions promptly, ensuring operations do not hinder customers’ ability to see or interact with products.
Serve as a primary escalation point for significant and impactful customer complaints.
Manage store opening and closing procedures.
Control payroll and other controllable expenses, and ensure schedules support the forecasted payroll plan.
Maintain knowledge of industry service, sales, and operational trends and share and apply relevant knowledge.
Identify sales opportunities and inventory or merchandising gaps, and develop action plans to improve in-stock performance, sales, and margins.
Find ways to improve the Pro customer experience and drive Pro sales within assigned departments.
Anticipate and address operational issues that could affect customer service or store sales goals.
Monitor safe use of store power equipment and address violations.
Promote safety, security, and shrink prevention; ensure doors and gates are secured and monitored, report signs of theft, and take daily steps to protect inventory and shrink-budget integrity.
As Manager-on-Duty, provide full store leadership for engagement, customer service, staffing, and operational efficiency.
Walk the store, observe customer and associate interactions, and provide in-the-moment coaching to encourage customer engagement and sales.
Ensure departments are staffed for customer traffic and shift associates to provide coverage as needed.
Manage associate responses to call buttons.
Ensure aisles remain clean, safe, and free of clutter.
Route non-MOD activities, including customer complaints, management approvals, and opening and closing activities, to appropriate non-MOD leaders.
Seek performance feedback and pursue self-development opportunities.
Build and maintain collaborative relationships with cross-functional partners.
Set an example by adapting quickly and effectively to work challenges and organizational change.
Manage storewide reset, service, and pricing activity, as well as seasonal Live Nursery service and watering when needed.
Teach and demonstrate effective use of Lowe’s selling and service model.
Support Ad Set execution through MST Flex endcap and promotional-space execution, and validate promotional-signage readiness.
Maintain product-location space accuracy through SIMS execution and feedback during reset and service execution.
Perform other duties as assigned.

Benefits

Health, dental, and vision insurance
Life and disability insurance
Paid time off, including vacation, holidays, sick, and volunteer time, based on role, tenure, and locality
Flexible spending and health savings accounts
401(k) retirement account with company match
Employee Assistance Program, including concierge and work/life services and no-cost counseling
Education support programs, including tuition assistance and trade skills scholarships
Business Travel Accident insurance
Maternity and parental leave
Adoption assistance
Lowe’s Associate Discount and broad discount platform
Potential discretionary benefits, based on eligibility, including annual bonuses, enrollment in the Employee Stock Purchase Plan and/or deferred compensation plan, and grant awards
Learning and development opportunities
Wellness programs