Sr. Director, Installation Support

Lowe's Companies, Inc.•Mooresville, NC

12d•Onsite

About The Position

This position is based at our headquarters in Mooresville, North Carolina. Our corporate office is a space where you can collaborate and do your best work. Take a walk, grab a bite (or a cup of coffee), work out or get a check-up – we invest in you so you can find your inspiration. Your Impact 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.