Night Operations Department Supervisor

Key ResponsibilitiesTeam LeadershipAssigns team members to activities, ensuring staff coverage meets customer demands and redeploying when necessary to support needs throughout the departmentMay participate in interviews and provide input into selection decisions for new associates in assigned areaConnects with the team on a daily basis to understand any challenges they are facing, elevating issues when necessaryProvides open and timely feedback and performance coaching to members of team, redirecting any problematic or ineffective behavior when necessary; partners with ASM when formal disciplinary action is neededEncourages team to share ideas and best practices for delivering outstanding customer service and accomplishing important support activitiesEmpowers others to make decisions while providing guidance when necessaryProvides recognition for accomplishing goals and demonstrating effective behaviorsFosters an environment of associate growth and development, ensuring associates are confident and competent to perform their job through coaching and regular performance feedbackIdentifies any associate relations concerns and takes the appropriate action as needed, including elevating concerns to senior management or HROperational ExcellenceEmpowers and coaches team to follow proper processes and achieve operational efficiencies to present department areas that are prepared and conducive to SMART customer service and salesMonitors and drives team to achievement of key operational performance metricsIdentifies any barriers to operational processes or the customer experience and communicates those barriers and implements solutions in a timely mannerResponds quickly and effectively to unexpected events (e.g. callouts/no-shows, unscheduled deliveries) by reprioritizing tasksMonitors the use of store power equipment, ensuring that it operated safely at all times and addressing any violations with associatesMaintains a focus on safety, security and shrink prevention by ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that steps are taken on a daily basis to maintain inventory and shrink budget integrityConducts daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risksContinuous Operational ImprovementRecommends operational strategies to reduce unproductive time, waste or product loss and encourages team to do the sameAnalyzes operational activities and determines ways to reduce the impact on the customerSelf LeadershipSeeks performance feedback from others and pursues self-development opportunitiesProactively builds and maintains collaborative relationships with cross-functional partnersSets an example for others by adapting quickly and effectively to work challenges and organizational changeResponsibilities Specific to the Front-End Department SupervisorOversees and drives efficiencies in front-end operational activities (e.g. check outs, returns, overrides, till audits, PUIS Desk or product staging for pickup in store, etc.)Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to customer inquiries, and proactively addresses customer concernsEnsures that the appropriate headcount is allocated in each check-out and administrative area (e.g., Garden, Pro, and Front register areas, Customer Service and Returns Desks, Head Cashier posts, PUIS Desk, Money Room)Researches shortages or overages, deposits cash in the bank, and handles register pulls and loansMonitors Customer Service desk activity, supporting when neededPerforms payroll closeout processIn addition to the above responsibilities, this individual is held accountable for other duties as assignedResponsibilities Specific to the Back-End and Night Operations Department SupervisorOversees and drives efficiencies in back-end operational activities (e.g., receiving and stocking inventory, assembling product, controlling freight flow, area recovery, delivery staging, etc.)Ensures that back-end operations do not impact the customer or the customer's ability to shop the store (e.g., the floor is clear, items are stocked)Drives completion of activities that ensure efficient disbursement of product from receiving to sales departments such that shelves and top stock are consistently replenished (e.g., receiving/unloading of freight, stocking)Ensures products are stocked and fronted according to planograms, moving top stock down when necessary, taking note of areas where merchandise is low, and keeps aisles clear and neatDrives the completion of activities that support an efficient and safe delivery process (e.g., pick and stage product for delivery)The Department Supervisor Night Operations is responsible for these activities during the overnight shift during which this manager is often the only key carrying manager in the buildingIn addition to the above responsibilities, this individual is held accountable for other duties as assignedManager-on-Duty (MOD)Provides full leadership over the store, driving engagement, customer service, and staffing and operational efficiencyWalks the store, observing customer/associate interaction and providing in-the-moment coachingEnsures associates are equipped and prepared to deliver quality sales and serviceEnsures Specialty and Pro areas are properly staffed for customer traffic, engaging with customers, and driving salesShifts associates to areas of high customer traffic or department hotspots as neededManages associate response to call buttonsValidates that aisles remain clean, safe and free of clutterHands off shift observations in-person to the next MODFunnels non-MOD activities (e.g., customer complaints, management approvals, and other run the business activities including opening and closing the store) to appropriate non-MOD leadersRequired QualificationsHigh school diploma or GED General Studies or equivalent years of experience in lieu of education requirement, if applicable5 years Experience in a retail environment (or 5 years of experience in a retail environment if education requirement is not met)Experience providing direction or supervision to teams (with or without direct report responsibility)Experience supporting or participating in the process of training, mentoring and developing associatesExperience working cross-functionallyExperience Using Microsoft Office Suite Ability to obtain sales related licensure or registration as may be required by lawPreferred QualificationsExperience supporting front-end or back-end operations in a retail environment Experience in customer service role Experience in a leadership role with direct report responsibility Experience working in the home improvement retail sector Experience working in a fast paced, dynamic retail environment Experience in key carrying role with manager-on-duty responsibilities Experience using store computer systems (including but not limited to: Project Tool, Genesis, Sterling, M2O, Thin Client, etc.). 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.