Night Operations Department Supervisor

Lowe's Companies, Inc.•Alcoa, TN

3d•Onsite

About The Position

The Night Operations Department Supervisor at Lowe's Companies, Inc. is a key leadership role within a FORTUNE® 100 home improvement company. Lowe's serves approximately 16 million customer transactions weekly across over 1,700 home improvement stores, employing around 300,000 associates. This position is responsible for overseeing and driving operational efficiencies during the overnight shift, encompassing team leadership, operational excellence, and continuous improvement initiatives. The supervisor acts as a Manager-on-Duty, often being the sole key-carrying manager in the building, providing full leadership over the store, ensuring engagement, customer service, staffing, and operational efficiency. The role involves managing both front-end and back-end operations, ensuring product flow, stocking, safety, and security, while fostering associate growth and development.

Requirements

High school diploma or GED.
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).
Responsible for these activities during the overnight shift during which this manager is often the only key carrying manager in the building.
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.
Accountable for other duties as assigned.