Regional Installation Support Manager

Lowe's•Wilkesboro, NC

5d•Remote

About The Position

This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions. Your Impact The primary purpose of this role is to provide leadership to a broad and diverse collection of district- managers and their centrally located teams which have the responsibility of ensuring the successful completion of installation jobs/projects and related work/service orders while also resolving real-time escalated issues across a broad geographic area. This includes responsibility for maintaining consistent execution and service quality s, delivering key operational metrics, and managing internal and external relationships that directly impact the outcome of service delivery. This role is critical to managing and providing results that support Selling Channels across a broad geographic regional area regardless of sale origination (e.g., Store, Lowe's.com, etc.). To be successful, the individual in this role must be forward-thinking and able to plan and prepare well in advance for important events, promotions, and company initiatives that have an impact on the installation business. This role also plays a critical role in sponsoring and driving the implementation of enterprise installation programs. This may include participating in pilot tests and providing important feedback and recommendations to the company for improving programs. This leader is accountable for the performance of his/her region against key measures of success including customer satisfaction, agent satisfaction, speed of service, and expense control. This leader also ensures that talent development is a priority through the region while providing district- leaders meaningful and impactful coaching and development opportunities. Finally, this role partners closely with the RVP and other regional leaders, providing important input related to trends as well as areas of opportunity across the region and in the installation services business in general. The individual in this role may conduct some or all activities from home using tools and resources provided by Lowe's.

Requirements

5 years Related industry experience (installation, repair service or home improvement industry)
5 years Experience managing people (~50 or more direct and/or indirect reports)
Demonstrated experience communicating and managing cross-functionally
Demonstrated experience training, developing and mentoring teams

Nice To Haves

Demonstrated experience leading project management and contact center teams
Demonstrated experience leading remote teams
Active applicable Trade or Business Licenses (e.g., General contractor license, Lead paint certification)

Responsibilities

Implements and ensures execution of new programs to support business strategies by managing direct reports and their teams and collaborating with cross-functional groups including managing relationships and service level agreements with other Lowe's business areas and external business partners (e.g., PROviders, vendors, etc.)
Monitors installation services production at a regional level; this includes monitoring the number of activities due across the region and adjusting headcount, payroll, and other resources as needed
Responsible for ensuring installation services programs are executed in a manner that deliver successfully against key measures of success including customer satisfaction, agent satisfaction, speed of service, and expense control
Collaborates with region leaders (i.e., RVP, RDIS, SIM) and their teams to ensure service-related initiatives are supported as needed
Travels within Region with focus on Store and PROvider execution, leads and participates in Regional meetings as it relates to Services performance
Supports business strategies by ensuring consistent Services Program execution and quality service inside and outside IST
Collaborates with corporate and contact center business units and provides recommendations on program and process improvements
Analyzes business and process execution for the purpose of developing IST Teams in delivering on internal and external SLA's
Ensures escalated issues are resolved and makes decisions involving product, expenses and process issues impacting Stores and PROviders
Reviews performance dashboards and reports to ensure day to day execution of Model and Service Delivery standards
Monitors achievement of defined business and operational objectives by evaluating team performance (real-time and historical) and holds them accountable to defined performance levels
Communicates with regional leadership (i.e., RVP, RDIS, RPSD) on local field/Store input and execution as well as Service Provider execution and compliance
Participates actively in regular (i.e., weekly, quarterly) staff meetings and planning initiatives with regional leadership team to ensure the unique needs and offerings of the installation services business are being considered and integrated into the overall business
Partners with peers to discuss strategy and ensure timely resolution of installation related claims and Executive Customer Care issues
Ensures plans are in place for hiring, training and developing the talent necessary to achieve region-level objectives
Hires, coaches and develops district-level leaders, providing meaningful development opportunities for individuals in preparation for succession planning
Leads a team of managers and indirect reports in delivering a quality customer experience on service-related installations across a large geographic area
Collaborates with compliance team to ensure installations comply with Permit and Lead Safe processes, and that relevant regulatory requirements are executed consistently
Ensures effective IST integration with Store and other selling Teams (e.g., Lowes.com, Contact Center, etc.), developing a “One Team” relationship and keeping the Customer at the forefront
Monitors Lowe's and industry trends to identify and present opportunities for business improvement and/or growth
May travel with Regional leadership team (typically the RISM, RDIS, and RVP) with focus on Store and PROvider execution; provides important input and recommendations that influence change with installations providers