MST ASM

Lowe's Companies, Inc.•Anchorage, AK

About The Position

The MST ASM leads supervisors and associates supporting product categories in the assigned store area. The role sets and tracks service and operational goals, develops and manages team performance, removes obstacles to customer service, and drives execution of service, reset, pricing, and operational programs. The MST ASM also handles significant customer complaints and promotes a safe, clean, and well-stocked store. The position manages store opening and closing procedures, controllable expenses and payroll, sales and inventory opportunities, power-equipment safety, and store security and shrink prevention. When serving as Manager-on-Duty, the MST ASM provides leadership across the store, observes and coaches customer interactions, adjusts staffing for traffic, oversees responses to call buttons, and ensures aisles are clean and safe. Specific MST ASM responsibilities include managing storewide reset, service, and pricing activity, as well as Live Nursery service and watering when seasonally needed. The role teaches Lowe’s selling and service model, supports Ad Set execution through MST Flex endcap and promotional-space execution, validates promotional signage readiness, and maintains 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.
At least 1 year of experience directly managing a team of sales associates in retail, business-to-business, outside sales, or consumer service (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 (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.
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 provide direct leadership to 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.
Regularly connect with team members to understand challenges and remove obstacles.
Recognize effective behaviors and performance that exceeds 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 performance concerns.
Encourage idea-sharing and empower others to make decisions while providing guidance as needed.
Identify associate-relations concerns and take appropriate action, handling issues directly or escalating them to senior management or HR.
Drive execution of service, reset, pricing, and operational programs in the assigned area by monitoring activity, providing feedback, and making adjustments.
Identify barriers to superior service and communicate them and proposed solutions promptly so operations do not interfere with 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 manage payroll hours by ensuring schedules support the forecasted payroll plan.
Maintain knowledge of industry service, sales, and operational trends and share and apply that knowledge where possible.
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 the respective departments.
Anticipate and address operational issues that could affect customer service or store sales goals.
Monitor safe operation of store power equipment and address violations with associates.
Promote safety, security, and shrink prevention, including securing and monitoring doors and gates, reporting signs of shoplifting or theft, and taking daily steps to protect inventory and shrink-budget integrity.
As Manager-on-Duty, provide leadership over the store and drive engagement, customer service, staffing, and operational efficiency.
Walk the store, observe customer and associate interactions, and coach associates in the moment to support customer engagement and sales.
Ensure departments are staffed appropriately for customer traffic and shift associates for coverage as needed.
Manage associate responses to call buttons.
Ensure aisles are clean, safe, and free of clutter.
Direct non-MOD activities, such as customer complaints, management approvals, and store-running activities including opening and closing, 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 store reset, service, and pricing activities, along with Live Nursery service and watering as seasonally required.
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 work.
Perform other duties as assigned.