District Installation Support Manager

Job Description

Job Posting Title :

PURPOSE OF THE ROLE:
The primary purpose of this role is to direct a team of associates who are centrally located with the responsibility of ensuring the successful completion of installation jobs/projects and related work/service orders as well as resolving real time escalated issues across a defined geographic area. This includes responsibility for maintaining consistent execution and service quality levels, delivering key operational metrics, and managing internal and external relationships which directly impact the outcome of service delivery. This role is critical to managing and providing results that support Selling Channels across a district area regardless of sale origination (i.e. Store, Lowe's.com, etc.).
RESPONSIBILITY STATEMENTS:
• Implements and ensures execution of new programs to support business strategies by managing Direct reports and collaborating with cross-functional groups including managing relationships and service level agreements with other Lowe’s business areas and external business partners
• Collaborates with DSSM,DM,DSM,SM and their Teams on execution of Store, PROvider and Sales related issues
• Supports business strategies by ensuring consistent Service Program execution and quality service inside and outside CPO
• Analyzes business and process execution for the purpose of developing CPO 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
• Monitors achievement of defined business and operational objectives by evaluating team performance (real-time and historical) and holding them accountable to defined performance levels
• Communicates with DSSM,DM,DSM,SM on local field/Store input and execution as well as Service Provider execution and compliance while building relationships with service providers and vendors.
• Collaborates with Contact Center Teams on CC Sales, Work Force, QA, QCX, Installed/EPP related claims and Executive Customer Care issues and strategy
• Hires, trains and develops the talent necessary to achieve stated objectives providing meaningful development opportunities for individuals in preparation for succession planning
• Leads a Team in delivering a Quality Customer Experience on Service related Installations across a defined geographic area.
• Ensures compliance with Permit, Lead Safe processes and regulatory requirements are executed.
• Ensures effective CPO integration with Stores developing a “One Lowes” relationship keeping the Customer at the forefront.
REQUIRED QUALIFICATIONS:
• Bachelor's Degree OR
• 3+ years Related industry experience (installation, repair service or home improvement industry)
PREFERRED QUALIFICATIONS:
• 3+ Experience managing people (~50 or more direct or indirect reports)
• Demonstrated experience communicating and managing cross-functionally
• Knowledge of Centralized Management and Support practices
• Demonstrated experience in Training, Developing and Mentoring Teams
• Bi-Lingual
About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 18 million customers a week in the United States, Canada and Mexico. With fiscal year 2018 sales of $71.3 billion, Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ approximately 300,000 associates. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports its hometown Charlotte region and all communities it serves through programs focused on safe, affordable housing and careers in the skilled trades. For more information, visit Lowes.com.