Night Operations Department Supervisor

Lowe's Home Centers • Grand Rapids, MI

21h • Onsite

About The Position

The Night Operations Department Supervisor is responsible for overseeing and driving efficiencies in back-end operational activities during the overnight shift. This includes receiving and stocking inventory, assembling product, controlling freight flow, area recovery, and delivery staging. The supervisor ensures that back-end operations do not negatively impact the customer or their ability to shop the store by keeping aisles clear and items stocked. They also drive the completion of activities that ensure efficient disbursement of product from receiving to sales departments, ensuring shelves and top stock are consistently replenished. This role also drives the completion of activities that support an efficient and safe delivery process. As the Manager-on-Duty (MOD) during the overnight shift, this individual provides full leadership over the store, driving engagement, customer service, staffing, and operational efficiency. They walk the store, observe customer/associate interactions, provide coaching, ensure associates are equipped, manage staffing in specialty and Pro areas, engage with customers, drive sales, shift associates as needed, manage associate response to call buttons, validate that aisles remain clean and safe, and hand off shift observations to the next MOD. They also funnel non-MOD activities to appropriate leaders.

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.
• Connects with the team daily to understand challenges and elevates issues when necessary.
• Provides open and timely feedback and performance coaching, redirecting problematic behavior.
• Encourages team to share ideas and best practices for customer service and support activities.
• Empowers others to make decisions while providing guidance.
• Provides recognition for accomplishments and effective behaviors.
• Fosters an environment of associate growth and development through coaching and feedback.
• Identifies and addresses associate relations concerns.
• Monitors and drives team to achieve key operational performance metrics.
• Identifies and implements solutions for barriers to operational processes or customer experience.
• Responds quickly and effectively to unexpected events by reprioritizing tasks.
• Monitors the safe operation of store power equipment and addresses violations.
• Maintains focus on safety, security, and shrink prevention by securing doors/gates, reporting theft, and maintaining inventory/shrink budget integrity.
• Conducts daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for theft/security risks.
• Recommends and encourages team to identify operational strategies to reduce unproductive time, waste, or product loss.
• Analyzes operational activities to reduce impact on the customer.
• Seeks performance feedback and pursues self-development opportunities.
• Proactively builds and maintains collaborative relationships with cross-functional partners.
• Sets an example 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).
• Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to inquiries, and addresses concerns.
• Ensures appropriate headcount is allocated in each check-out and administrative area.
• Researches shortages or overages, deposits cash, 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).
• Ensures back-end operations do not impact the customer or their ability to shop the store.
• Drives completion of activities for efficient disbursement of product from receiving to sales departments.
• Ensures products are stocked and fronted according to planograms, moving top stock down when necessary, noting low merchandise areas, and keeping aisles clear and neat.
• Drives completion of activities supporting an efficient and safe delivery process.
• Provides full leadership over the store as Manager-on-Duty (MOD), driving engagement, customer service, 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, 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 to appropriate non-MOD leaders.

Benefits

• Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED