Sr. Director, Installation Support

Lowes

5h • Onsite

About The Position

The Sr. Director, Installation Support drives operational excellence across Lowe's Installation functions. This role leads a high-performing team focused on optimizing installation service delivery, customer satisfaction, and workforce efficiency. The Sr. Director will oversee the end-to-end execution of installation operations ensuring seamless coordination between customers, associates, service providers, and cross-functional partners to achieve Lowe's strategic and financial goals.

Requirements

• Bachelor’s degree in Business, Industrial Engineering or related field or equivalent years of experience in lieu of education requirement, if applicable
• 12+ years of experience in installation operations, contact center management, or workforce optimization
• 8-10 years leading cross-functional teams and direct reports
• 8-10 years of experience in retail, installation, or field operations management
• 7+ years leading cross-functional teams and direct reports
• Proven experience in process improvement, project management, and operational execution
• Deep understanding of contact center and field installation systems (e.g., CRM, scheduling tools, workforce management software)
• Expertise in call routing, dispatching, and automation technologies
• Strong ability to analyze data and translate insights into actionable business improvements
• Demonstrated success leading enterprise-wide transformation or large-scale process improvement initiatives
• Experience developing and deploying digital tools to enhance customer and associate experiences

Nice To Haves

• Master’s degree Business, Operations, Industrial Engineering

Responsibilities

• Lead the development and execution of the installation operations strategy in alignment with enterprise priorities.
• Oversee workforce management, process design, and performance optimization for installation and contact center operations.
• Identify and implement process and technology improvements to streamline scheduling, communication, and job completion.
• Drive continuous improvement initiatives to enhance installation quality, timeliness, and customer experience.
• Collaborate with key business partners including IT, Supply Chain, Merchandising, and Field Operations to resolve issues and improve service delivery.
• Create and maintain policies, procedures, and playbooks to support consistent execution across installation and service operations.
• Monitor operational metrics through digital reporting tools, ensuring goals are met and corrective actions are implemented.
• Serve as the primary escalation point for installation and contact center leadership to address operational challenges quickly and effectively.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees