Night Operations Department Supervisor

Lowe's Companies, Inc.•Jackson, MI

14h•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. Additionally, the supervisor ensures products are stocked and fronted according to planograms, and 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. This role also funnels 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 and partnering with ASM when formal disciplinary action is needed.
Encourages team to share ideas and best practices for delivering outstanding customer service and accomplishing support activities.
Empowers others to make decisions while providing guidance.
Provides recognition for accomplishing goals and demonstrating effective behaviors.
Fosters an environment of associate growth and development through coaching and regular performance feedback.
Identifies and addresses associate relations concerns, including elevating concerns to senior management or HR.
Monitors and drives team to achievement of key operational performance metrics.
Identifies barriers to operational processes or customer experience and implements solutions.
Responds quickly and effectively to unexpected events by reprioritizing tasks.
Monitors the use of store power equipment, ensuring safe operation and addressing 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 or security risks.
Recommends operational strategies to reduce unproductive time, waste, or product loss and encourages the team to do the same.
Analyzes operational activities and determines ways to reduce the 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 in store, etc.).
Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to inquiries, and proactively 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, etc.).
Ensures back-end operations do not impact the customer or their ability to shop the store.
Drives completion of activities that ensure 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 that support an efficient and safe delivery process.
Provides full leadership over the store during the overnight shift as Manager-on-Duty (MOD).
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 to appropriate non-MOD leaders.