Night Operations Department Supervisor

Lowes•Mobile, AL

7d•Onsite

About The Position

The Department Supervisor Night Operations is responsible for providing full leadership over the store during the overnight shift, driving engagement, customer service, and staffing and operational efficiency. This role involves walking the store, observing customer/associate interaction, providing in-the-moment coaching, and ensuring associates are equipped and prepared to deliver quality sales and service. The supervisor ensures Specialty and Pro areas are properly staffed, engages with customers, and drives sales by shifting associates to areas of high customer traffic or department hotspots as needed. They manage associate response to call buttons, validate that aisles remain clean, safe, and free of clutter, and hand off shift observations in-person to the next Manager-on-Duty (MOD). This role also funnels non-MOD activities, such as customer complaints, management approvals, and other run-the-business activities including opening and closing the store, to appropriate non-MOD leaders. Specific responsibilities include overseeing and driving efficiencies in back-end operational activities like receiving and stocking inventory, assembling product, controlling freight flow, area recovery, and delivery staging, ensuring these activities do not negatively impact the customer's ability to shop the store. The supervisor drives the completion of activities that ensure efficient disbursement of product from receiving to sales departments, ensuring shelves and top stock are consistently replenished. They ensure products are stocked and fronted according to planograms, moving top stock down when necessary, noting areas where merchandise is low, and keeping aisles clear and neat. Additionally, they drive the completion of activities that support an efficient and safe delivery process, such as picking and staging product for delivery. During the overnight shift, this manager is often the only key-carrying manager in the building.

Requirements

High school diploma or GED General Studies or equivalent years of experience in lieu of education requirement, if applicable
5 years Experience in a retail environment (or 5 years of experience in a retail environment if education requirement is not met)
Experience providing direction or supervision to teams (with or without direct report responsibility)
Experience supporting or participating in the process of training, mentoring and developing associates
Experience working cross-functionally
Experience Using Microsoft Office Suite
Ability to obtain sales related licensure or registration as may be required by law

Nice To Haves

Experience supporting front-end or back-end operations in a retail environment
Experience in customer service role
Experience in a leadership role with direct report responsibility
Experience working in the home improvement retail sector
Experience working in a fast paced, dynamic retail environment
Experience in key carrying role with manager-on-duty responsibilities
Experience using store computer systems (including but not limited to: Project Tool, Genesis, Sterling, M2O, Thin Client, etc.)

Responsibilities

Assigns team members to activities, ensuring staff coverage meets customer demands and redeploying when necessary to support needs throughout the department
May participate in interviews and provide input into selection decisions for new associates in assigned area
Connects with the team on a daily basis to understand any challenges they are facing, elevating issues when necessary
Provides open and timely feedback and performance coaching to members of team, redirecting any problematic or ineffective behavior when necessary; partners with ASM when formal disciplinary action is needed
Encourages team to share ideas and best practices for delivering outstanding customer service and accomplishing important support activities
Empowers others to make decisions while providing guidance when necessary
Provides recognition for accomplishing goals and demonstrating effective behaviors
Fosters an environment of associate growth and development, ensuring associates are confident and competent to perform their job through coaching and regular performance feedback
Identifies any associate relations concerns and takes the appropriate action as needed, including elevating concerns to senior management or HR
Empowers and coaches team to follow proper processes and achieve operational efficiencies to present department areas that are prepared and conducive to SMART customer service and sales
Monitors and drives team to achievement of key operational performance metrics
Identifies any barriers to operational processes or the customer experience and communicates those barriers and implements solutions in a timely manner
Responds quickly and effectively to unexpected events (e.g. callouts/no-shows, unscheduled deliveries) by reprioritizing tasks
Monitors the use of store power equipment, ensuring that it operated safely at all times and addressing any violations with associates
Maintains a focus on safety, security and shrink prevention by 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
Conducts daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risks
Recommends operational strategies to reduce unproductive time, waste or product loss and encourages team to do the same
Analyzes operational activities and determines ways to reduce the impact on the customer
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
Oversees and drives efficiencies in front-end operational activities (e.g. check outs, returns, overrides, till audits, PUIS Desk or product staging for pickup in store, etc.)
Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to customer inquiries, and proactively addresses customer concerns
Ensures that the appropriate headcount is allocated in each check-out and administrative area (e.g., Garden, Pro, and Front register areas, Customer Service and Returns Desks, Head Cashier posts, PUIS Desk, Money Room)
Researches shortages or overages, deposits cash in the bank, and handles register pulls and loans
Monitors Customer Service desk activity, supporting when needed
Performs payroll closeout process
Oversees and drives efficiencies in back-end operational activities (e.g., receiving and stocking inventory, assembling product, controlling freight flow, area recovery, delivery staging, etc.)
Ensures that back-end operations do not impact the customer or the customer’s ability to shop the store (e.g., the floor is clear, items are stocked)
Drives completion of activities that ensure efficient disbursement of product from receiving to sales departments such that shelves and top stock are consistently replenished (e.g., receiving/unloading of freight, stocking)
Ensures products are stocked and fronted according to planograms, moving top stock down when necessary, taking note of areas where merchandise is low, and keeps aisles clear and neat
Drives the completion of activities that support an efficient and safe delivery process (e.g., pick and stage product for delivery)
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
Ensures associates are equipped and prepared to deliver quality sales and service
Ensures Specialty and Pro areas are properly staffed for customer traffic, engaging with customers, and driving sales
Shifts associates to areas of high customer traffic or department hotspots as needed
Manages associate response to call buttons
Validates that aisles remain clean, safe and free of clutter
Hands off shift observations in-person to the next MOD
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
In addition to the above responsibilities, this individual is held accountable for other duties as assigned