Field PROvider Director
Apply NowCompany: Lowe’s
Location: Mooresville, NC 28117
Description:
Your Impact
The primary purpose of this role is to provide leadership and oversite to a diverse group of Field managers who are responsible for the relationship and performance of the local Independent Service Providers (ISP's). This includes responsibility and partnering with the PROvider Experience Group to ensure sourcing and capacity meets the needs for the overall sales performance while ensuring the providers are meeting the service and quality goals. This role will work cross-functionally with the SSC, Field, and IST to ensure all provider customer related issues are addressed quickly. In addition, this role will be accountable for the hiring, development and retention of the Field PROvider Managers within the Division ensuring they are providing overall support to the local service providers and meeting their overall performance goals established.
What You Will Do
Minimum Qualifications
Preferred Skills/Education
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 2024 sales of more than $83 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, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. 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.
The primary purpose of this role is to provide leadership and oversite to a diverse group of Field managers who are responsible for the relationship and performance of the local Independent Service Providers (ISP's). This includes responsibility and partnering with the PROvider Experience Group to ensure sourcing and capacity meets the needs for the overall sales performance while ensuring the providers are meeting the service and quality goals. This role will work cross-functionally with the SSC, Field, and IST to ensure all provider customer related issues are addressed quickly. In addition, this role will be accountable for the hiring, development and retention of the Field PROvider Managers within the Division ensuring they are providing overall support to the local service providers and meeting their overall performance goals established.
What You Will Do
- Implements and ensures execution of new programs to support services business strategies by managing direct reports and their teams and collaborating with cross-functional groups which include managing relationships with local service providers to deliver overall services goals
- Monitors ISP performance at the Divisional level to ensure Field PROvider Managers are delivering results and intervenes when required to meet service goals
- Responsible for ensuring installation services programs are executed in a manner that deliver successfully against key measures of success including LTR, Cycle Times, and Expenses
- Travels within the Division to focus on provider execution and the impact being made by the local Field PROvider Manager.
- Supports business strategies by ensuring consistent Services Program execution and quality service by the local ISP's within the Division
- Collaborates with National PROvider Director, SSC, and IST to provides recommendations on program and process improvements
- Ensures escalated issues are resolved and makes decisions involving service providers quickly to minimize impact to the customer and Lowe's partnering with proper stakeholders as needed
- Reviews performance reporting to ensure day to day execution of Field PROvider Managers are effective and meeting expectations as it relates to job-site visits, BTB's, and overall PROvider performance.
- Ensures plans are in place for hiring, training, and developing the talent necessary to achieve division-level objectives
- Hires, coaches, and develops district-level leaders, providing meaningful development opportunities for individuals in preparation for succession planning
- Leads a team of managers to ensure Independent Service PROviders are delivering a quality customer experience on service-related installations across a large geographic area
- Collaborates with Compliance Directors as needed to ensure ISP's compliant with all regulatory requirements
Minimum Qualifications
- 5-7 years' Experience leading and managing direct reports
- Demonstrated experience communicating and managing cross-functionally
- Demonstrated experience training, developing and mentoring teams
- Demonstrated experience working with Independent Service Providers to deliver best in class customer experiences through oversight of program metrics
Preferred Skills/Education
- Bachelor's Degree Business or Related field 5-7 years related industry experience (installation or home improvement industry) in product installation and financial acumen
- Demonstrated experience leading field teams
- Active applicable Trade or Business Licenses (e.g., General contractor license, Lead paint certification)
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 2024 sales of more than $83 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, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. 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.