Director IST Operations

Director IST Operations Apply for the Director IST Operations role at Lowe's Companies, Inc. Role Purpose & Impact The primary purpose of this role is to manage, support, and direct a team of associates responsible for ensuring the successful completion of installation jobs/projects and related work/service orders that meet defined service agreements. This leader maintains a highly engaged workforce to ensure customer service and support excellence, achievement of shareholder metrics, and staff retention. The leader is accountable for performance against key measures including customer satisfaction, agent satisfaction, speed of service, expense control, and sales targets. Responsibilities include planning and execution of all Installation Support Team programs and initiatives, overseeing site‑specific project work, and managing financials and budgets. The leader inspires and empowers employees around the Installation Support Team strategy and enterprise vision so all employees understand the value of their contribution. What You Will Do Drive the development of tactical plans aligned with Services and business strategy to achieve short‑and long‑term goals. Ensure Lowe’s customers receive consistent and differentiated services solutions that positively impact revenue and protect the Lowe’s Brand. Overcome unforeseen and changing priorities while sustaining service and satisfaction, along with cost/expenses. Develop short‑and long‑term plans for IST to ensure effective integrations with Senior Field Management, Service Provider, and Contact Center Management. Own financials and execution for the IST, including P&L, headcount, and the efficient delivery of services by measuring utilization and adherence to workflow procedures and assignments. Lead analysis of business results to bring forward insights, critical observations, and recommendations to executives to improve operating environment and efficiency. Understand the changing market and support Lowe’s in maintaining a competitive advantage within the marketplace. Collaborate with stakeholders (e.g., SVPs, Contact Center Teams, IST Managers) to gain feedback on execution, issues, and best practices. Accountable for achieving customer satisfaction rate, expense control, and driving achievement of sales goals. Interact with Service Providers, Store Support Center, and Field Management leadership to communicate unresolved escalations. Manage people resources and activities to meet goals effectively and efficiently while maintaining high quality. Coach and develop direct and indirect reports in a fast‑paced environment while maintaining engagement. Provide direction on training needs and development programs to improve the team's knowledge/skills. Minimum Qualifications Bachelor’s degree in Business or related field, or equivalent experience. 8 years of related industry experience, including installation, repair service, or home improvement, with cross‑functional communication. 7 years of people‑management experience with 50 or more direct or indirect reports. 5 years of cross‑functional communication and presentation of business plans to all levels of management. Preferred Skills & Education Master’s degree in Business Administration or related field, or equivalent experience. 5 years of related industry experience with communication and cross‑functional management. 5 years of experience in training, developing, and mentoring teams. 5 years of relevant Lowe’s experience and a valid trade or business license. Pay Range Pay Range: $126,900.00 – $211,900.00 annually. Starting rate of pay may vary based on position, location, education, training, and experience. For information regarding benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits. About Lowe’s Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2024 sales of more than $83 billion. Lowe’s employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief. EEO Statement Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. #J-18808-Ljbffr