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Sr Mgr-Digital Commerce Support

2 months ago

Mooresville, United States Lowe's Full time

Please note, the ideal candidate for this role will need to be located in a commutable distance from our

corporate office in Mooresville, NC

or be open to relocation, as eligible. Your Impact The Senior Manager-Online Support leads and works alongside a team of managers and individual contributors/technical/functional experts that have end-to-end business ownership over the health and operational integrity of online channels within Lowe’s Online Digital Commerce. This role and their team will proactively monitor and act on internal issues with a business lens, leveraging insights, KPIs, and methods which result in improvement of the employee and customer experience. They are responsible for ensuring complex omni-channel implementations are clearly communicated to various cross functional teams, interacting regularly with senior management, and executing according to defined processes. This leader will obsess about the Customer, have a bias for action, think strategically, look at the business analytically, implement at scale and develop a team of exceptional talent. They will draw on operations experience, apply “on the ground” knowledge and information to stakeholders, leverage key relationships with business and tech partners, while managing multiple areas against customer and associate goals. The Senior Manager-Online Support will lead and contribute alongside a team that is responsible for being the entry point for our internal customers for day-to-day issue management, specifically for site issues, general inquires, and emergency execution of the online properties on behalf of the Digital Commerce and Online Merchandising organization. What you will do •Leads and works alongside a team of managers and individual contributors partnering with technical and functional experts to support internal customers for day-to-day issue management, specifically site issues, general inquires, and emergency execution of the online properties •Coordinates and directs issue management business priorities for the Online Merchandise and Digital Commerce; continuously reviews, refines, and helps drive prioritization of the issue backlog, clearly articulating the issue priority to respective technical teams •Monitors final issue intake with internal partners through aggregating measurements and analysis across online properties •Manages issue triage by working alongside his/her team of subject matter experts to promote understanding of broader omni-impacts •Oversees issue assignment accuracy to ensure leadership, cross-functional partners, and stakeholders are aligned and informed of progress and updates to drive resolution •Ensures execution of issue communication is within defined processes and timelines, driving process improvements and efficiency •Lead and manage alongside on-shore as well as off-shore partners and peers to resolve site disruptions through collaboration •Coordinates and leads production changes by reviewing intraday/emergency/expedited changes with consideration of the broader omni-channel impact •Participate in weekly rotation of on-call support specific to a 24/7 plan, serving as the liaison between team and leadership •Responsible for team development by managing an Online Support team, helping to support their growth and removing obstacles as necessary

Minimum Qualifications: • Bachelor's Degree Business, Marketing, Project Management, Communications or related field • 8 Years relevant experience • 6 Years People leadership experience • Project management, product management, business analysis, program management or product marketing Preferred Qualifications: • Master’s degree Business Administration or similar advanced degree About Lowe’s Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com. 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.

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