MST ASM

Lowe's Companies, Inc.•Arlington Heights, IL

9d•$62,000 - $104,000

About The Position

The MST ASM leads supervisors and associates supporting product categories in an assigned area. The role sets and tracks service and operational goals, develops and coaches team members, manages performance and associate relations, and drives service, reset, pricing, and operational programs. It addresses barriers to customer service, handles significant customer escalations, and supports a safe, clean, in-stock store environment. The position manages store opening and closing procedures, controllable expenses and payroll, and operational practices affecting sales, inventory, merchandising, and customer experience. As Manager-on-Duty, it provides leadership across the store, supports customer service and staffing, coaches associates, manages call-button responses, and ensures aisles remain clean and safe. Specific to the MST ASM, the role manages store reset, service, and pricing activity, including seasonal Live Nursery service and watering. It teaches Lowe’s selling and service practices, supports Ad Set execution through MST Flex endcap and promotional-space execution, validates promotional signage readiness, and maintains product-location space 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 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 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 customer service, in-stock, cleanliness, and safety behaviors.
Set measurable service and operational goals, align team efforts, and track progress daily.
Connect regularly with team members to understand challenges and remove obstacles.
Recognize effective behaviors and achievement of operational goals.
Provide feedback, coaching, training, development opportunities, and mentorship; encourage open communication and constructive feedback.
Manage associate performance against established goals and address concerns with supervisors as needed.
Encourage idea-sharing and empower team members to make decisions while providing guidance.
Identify associate relations concerns and handle or escalate them as appropriate.
Drive service, reset, pricing, and operational programs by monitoring activities, providing feedback, and making adjustments.
Identify barriers to superior service and communicate solutions promptly.
Serve as a primary escalation point for significant customer complaints.
Manage store opening and closing procedures.
Control payroll and other controllable expenses and ensure schedules support the forecasted payroll plan.
Maintain and share knowledge of industry service, sales, and operational trends.
Identify sales opportunities and inventory or merchandising gaps; develop plans to improve in-stock, sales, and margin performance.
Enhance the Pro customer experience and drive Pro sales within respective 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 and theft concerns are reported appropriately.
Provide full store leadership as Manager-on-Duty, driving engagement, customer service, staffing, and operational efficiency.
Walk the store, observe customer and associate interactions, and coach associates in the moment to support engagement and sales.
Ensure departments are staffed appropriately for customer traffic and shift associates as needed.
Manage associate responses to call buttons.
Ensure aisles are clean, safe, and free of clutter.
Direct non-MOD activities to appropriate non-MOD leaders.
Manage store reset, service, and pricing activity, including seasonal Live Nursery service and watering.
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 time, 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 with 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.
Associate discount and broad discount platform.
Other discretionary benefits, based on eligibility, including annual bonuses, employee stock purchase plan and/or deferred compensation plan enrollment, and grant awards.
Wellness programs.
Learning and development opportunities.