Night Operations Department Supervisor

Lowe's Companies, Inc.•Marion, NC

About The Position

The Night Operations Department Supervisor oversees back-end operations during the overnight shift, including receiving and stocking inventory, assembling products, managing freight flow, recovering areas, and staging deliveries. The supervisor ensures operations do not interfere with customers’ ability to shop, and that products are replenished, stocked and fronted according to planograms, with aisles kept clear and neat. This manager is often the only key-carrying manager in the building during the overnight shift. The role also includes team leadership, associate coaching and development, staffing and task allocation, operational performance monitoring, safety and security oversight, shrink prevention, and continuous improvement. When acting as Manager-on-Duty, the supervisor leads store engagement, customer service, staffing, and operational efficiency; observes and coaches associates; responds to customer and store needs; and hands off observations to the next MOD.

Requirements

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

Nice To Haves

Experience supporting front-end or back-end operations in a retail environment.
Experience in a customer service role.
Experience in a leadership role with direct-report responsibility.
Experience in the home improvement retail sector.
Experience in a fast-paced, dynamic retail environment.
Experience in a key-carrying role with Manager-on-Duty responsibilities.
Experience using store computer systems, including Project Tool, Genesis, Sterling, M2O, or Thin Client.

Responsibilities

Assign team members to activities, maintain staffing coverage for customer demand, and redeploy staff when needed.
Participate in interviews and provide input into selection decisions for new associates in the assigned area.
Connect with team members daily, understand their challenges, and elevate issues when necessary.
Provide timely feedback and performance coaching; redirect ineffective behavior and partner with the ASM when formal discipline is needed.
Encourage team members to share ideas and best practices for customer service and support activities.
Empower associates to make decisions while providing guidance, and recognize achievements and effective behaviors.
Coach and develop associates through regular performance feedback, and address associate-relations concerns, escalating to senior management or HR as appropriate.
Coach the team on proper processes and operational efficiency to keep department areas prepared for customer service and sales.
Monitor and drive achievement of key operational performance metrics.
Identify barriers to operational processes or customer experience, communicate them, and implement timely solutions.
Respond to unexpected events, such as callouts or unscheduled deliveries, by reprioritizing tasks.
Monitor safe use of store power equipment and address violations.
Maintain focus on safety, security, and shrink prevention; ensure doors and gates are secured and monitored, report signs of theft, and protect inventory and shrink-budget integrity.
Conduct daily safety reviews, identify hazards, keep store areas clean and organized, and monitor for theft and security risks.
Recommend strategies to reduce unproductive time, waste, or product loss, and encourage the team to do the same.
Analyze operational activities and find ways to reduce their impact on customers.
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.
Oversee and improve back-end activities, including receiving and stocking inventory, assembling products, controlling freight flow, area recovery, and delivery staging.
Ensure back-end operations do not obstruct customers or their ability to shop, including keeping floors clear and products stocked.
Drive efficient movement of product from receiving to sales departments through freight receiving, unloading, and stocking, keeping shelves and top stock replenished.
Ensure products are stocked and fronted according to planograms, move top stock down when needed, identify low merchandise, and keep aisles clear and neat.
Drive activities that support efficient and safe delivery processes, including picking and staging products for delivery.
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 provide in-the-moment coaching.
Ensure associates are equipped and prepared to deliver quality sales and service.
Ensure Specialty and Pro areas are properly staffed for customer traffic, engage with customers, and drive sales.
Shift associates to areas with high customer traffic or department hotspots as needed.
Manage associate responses to call buttons.
Validate that aisles are clean, safe, and free of clutter.
Hand off shift observations in person to the next MOD.
Direct non-MOD activities, including customer complaints, management approvals, and opening or closing activities, to appropriate non-MOD leaders.
Perform other duties as assigned.