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Director Pro Solutions Center

The Director, Pro Solutions Center is responsible for directing and implementing the Pro Solutions Center in efforts to drive a positive customer experience across the entire Lowe’s Pro Outside Sales organization. This position is responsible for leading a high-performing team in the creation and execution of strategies that drive continuous improvement, mitigating financial loss, and consistent delivery of best-in-class customer service for internal and external customers. This position will provide leadership, direction, and execution of the Pro Solutions Center strategy.

Essential Functions:

• Leads a team of managers, analyst, and customer service representative, completing all the people management activities associated with the leadership of a highly engaged and functioning team, including the responsibility of recruiting, hiring, developing, training, motivating, and coaching associates

• Responsibility for all Pro Solutions Center operations and development of tools/resources to deliver continuous improvement with managing calls, emails, chats, bots, and other intakes of customer information and requests; designing future state technology solutions (inbound/outbound Routing Strategies, IVR, Workforce Management, Call Recording, Analytics) to further enhance the customer experience

• Responsible for workforce planning to support the cyclical sales peak and off-peak season needs, as well as day-to-day ad-hoc staffing demands

• Develop and implement all Pro Solutions Center strategies that ensures performance, culture, and overarching Pro Solutions Center controls (QA), goals (metrics), policies, and processes (SOP) are aligned with delivering a consistent positive customer experience

• Collaborates cross functionally (Sales, Credit, IT, Marketing, Merchandising, etc.) to understand goals and direction, ensuring alignment with PSC metric driven goals and roadmaps to deliver a consistent customer support

• Provides leadership, recommendations, and/or guidance to peers and/or senior leaders and executives through analysis of business insights, data, customer trends, feedback gathered through reporting

• Partners with IT to deliver on technology solutions aligning with the Pro Solutions Center roadmap

• Partners with HR to deliver on training, compensation, and change management needs aligning with the Pro Solutions Center roadmap

• Acts as escalation point for complex customer resolutions, including meeting with customers and/or Sales Leaders

Minimum Qualifications:

• Bachelor's Degree in Business or related field or 7-10 years of experienced required in lieu of Bachelor's Degree

• 7-10 years of experience in call center management, with regional or national responsibilities.

• Experience interpreting analytics and making performance recommendations.

• Excellent written and verbal communication skills, to include keen interpersonal relations, strong leadership skills and conflict resolution abilities.

• High degree of proficiency in Excel, Word and Office products.

• Ability to travel as needed for on-site trainings and meetings.

Preferred Qualifications:

• Master's Degree in Business or related field

• Multifamily industry or B2B experience preferred.

• Knowledge of Lowe’s operating systems preferred but required.

Pay Range: $109,800.00 - $183,000.00 annually

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page (https://talent.lowes.com/us/en/benefits) .

Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.

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.

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.

Pay Range: $109,800.00 - $183,000.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.