Sr Director, Lowe's Protection Plans

Lowe's Companies, Inc.•Mooresville, NC

10d•Onsite

About The Position

The primary purpose of this role is to lead the strategy, execution, governance, and financial performance of the Lowe's Protection Plans business across retail, digital, aftermarket, and subscription service contract offerings. This role owns approximately $600M in P&L accountability, including sales, margin dollars, margin rate, close rate, loss ratios, reserves, vendor economics, and customer experience performance. The Sr. Director sets the enterprise protection plan strategy, develops differentiated offers, pricing, terms and conditions, marketing/customer awareness, service quality expectations, and future-state capabilities that drive growth, profitability, compliance, and customer loyalty. This role leads the team responsible for LPP portfolio management, captive insurance performance, national repair accounts, vendor/third-party administrator accountability, claims and service quality, and operational execution. The Sr. Director serves as the primary subject matter expert and senior point of contact for Lowe's leadership and partners with Merchandising, Store Operations, Lowes.com, Marketing, Training, Contact Centers, Claims, Legal, Finance, Technology, vendors, and field service providers to deliver best-in-class protection plan products and post-sale service experiences.

Requirements

Bachelor's degree in Business, Finance, Marketing, Merchandising, Operations, Risk Management, Insurance, or related field or equivalent years of experience in lieu of education requirement, if applicable
10 years of progressively responsible experience in retail, services, merchandising, operations, product protection/extended service contracts, service contract administration, insurance/captive, or customer experience leadership
7 years of experience managing P&L or financial performance for a large-scale, multi-million dollar business, including sales, margin, pricing, reserves/loss ratios, vendor economics, and profitability
5 years of people leadership experience, including leading managers/professionals, assessing and developing talent, managing performance, and supporting succession planning
Experience leading cross-functional enterprise programs and influencing senior stakeholders across merchandising, stores, digital/ecommerce, marketing, finance, legal/compliance, technology, contact centers, claims, and vendor teams
Experience negotiating and managing third-party administrator, repair, service provider, or vendor relationships, including contract governance, KPIs, SLAs, Statements of Work, MPSAs, and escalation management
Experience using data and analytics to develop business cases, monitor performance, identify risk, improve customer outcomes, and communicate recommendations to senior leadership

Nice To Haves

Master's degree in Business Administration, Finance, Risk Management, Insurance, or related field
Experience with service contract/extended warranty operations, claims administration, repair networks, captive insurance, risk/loss management, or related regulated service offerings
Experience in big-box retail, home improvement, major appliance/outdoor power equipment repair services, field service operations, or technology/process transformation across store and digital channels

Responsibilities

Owns the enterprise strategy and roadmap for Lowe's Protection Plans across retail, digital, aftermarket, and subscription service contract offerings, including offer design, service model, value proposition, and future-state capabilities.
Accountable for the overall P&L and financial performance of the LPP business, including sales, margin dollars, margin rate, close rate, loss ratios, reserves, pricing, vendor funding/support, payment terms, and profitability.
Leads portfolio innovation and new product development; partners with Product Merchandising, Merchandising Vice Presidents, digital, store, and vendor teams to align service contract offers to category strategies and customer needs.
Owns governance of the captive insurance program, service quality, claims/repair operations, and customer experience; ensures third-party administrators, contact centers, claims teams, and field repair providers deliver against defined standards and terms and conditions.
Establishes vendor relationship management and accountability frameworks, including oversight of negotiated contract guidelines, MPSAs, Statements of Work, SLAs, performance scorecards, compliance requirements, collateral, marketing, training, contests, and escalations.
Uses financial, operational, customer, vendor, and industry data to identify trends, risks, and opportunities; draws metric-based conclusions and provides clear recommendations to senior leadership.
Leads cross-functional development and execution of business processes, technology, and operational solutions that increase speed to value, improve efficiency, reduce customer friction, and support in-store and online sales/service execution.
Represents LPP as the subject matter expert and executive point of contact for Lowe's leadership; influences without direct authority across Merchandising, Store Operations, Lowes.com, Marketing, Training, Finance, Legal/Compliance, Technology, Contact Centers, Claims, and Repair Operations.
Oversees the customer and store escalation strategy, including timely resolution of service issues, customer buyout processes, and root-cause process improvements that reduce recurring complaints and improve loyalty.
Builds, leads, and develops a high-performing team; sets priorities, manages performance, develops talent and succession plans, and makes hiring and termination decisions in alignment with company processes.
Ensures ongoing compliance with service contract terms and conditions, captive insurance requirements, vendor contracts, claims practices, and customer-facing communications.
Leads executive business reviews and governance forums with internal and external stakeholders, ensuring alignment between Protection Plans leadership strategy, financial plans, operational execution, and customer experience outcomes.