Mooresville, North Carolina

**Purpose of Role:**

The Manager ePro Operations & Resolutions, manages a team that has end-to-end ownership over the health and operational integrity of Lowe\'s eProcurement systems and products. They proactively monitor and act on issues, insights, KPIs and processes which result in improvement of the customer and associate experience. They ensure complex omni-channel implementations are clearly communicated and executed according to defined processes, with a consistent eye on the customer and associate experience.

The Manager ePro Operations &Resolutions will lead a team to help us accomplish these objectives. 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. He/she will draw on operations experience, managing workflow across the entire team, own and author business reviews of the team processes, while managing priorities against customer and associate impact to deliver results.

This role will be the face of customer and associate issues back to the Product Management teams.

**Responsibility Statements:**

• Responsible for leading the teams that execute and project manage customer integrations into customer third party eprocurement platforms.

• Responsible for team development by building and managing a Resolutions team, helping to support their growth and removing obstacles as necessary.

• Responsible for issue intake and monitoring by aggregating measurements and analysis across products; drives process improvements within intake tools and capabilities.

• Responsible for issue triage by leveraging subject matter expertise to understand broader omni-impacts; owns review and/or reassignment of priority based on available data for complex issues.

• Keeps issue assignment accurate by ensuring cross-functional partners are aligned and accountable to drive issue resolution.

• Possesses a thorough understanding of issue analysis provided by team to provide updates to senior leadership and IT partners.

• Responsible for the development of process improvements, key performance indicators and service level agreements for issue communication, resolution, and resolution retrospective.

• Owns the issue management backlog for their assigned product(s); continuously reviews, refines and drives prioritization of the issue backlog, clearly articulating the issue priority to the product teams.

• Responsible for issue trend monitoring by running the weekly business review (WBR) of their product(s) and monitoring issue trends/KPI\'s to ensure success metrics are being met.

• Responsible for issue trend monitoring by running the weekly business review (WBR) of their product(s) and monitoring issue trends/KPI\'s to ensure success metrics are being met.

• Accountable for release sign-off and readiness by providing release go/no-go decisions for releases and change requests; recognizes and accounts for omni-channel dependencies and potential impacts.

• Responsible for support production changes by reviewing and approving of intraday/emergency/expedited changes in product 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 manager escalation.

**Required Education/Experience:**

• Bachelor’s degree in IT or related field AND 5+ years’ experience in two or more of the following: project management, product management, business analysis, program management, or product marketing OR 10+ years’ experience in two or more of the following: project management, product management, business analysis, program management, or product marketing

• 4+ years’ strategy and/or digital product delivery experience in executing world-class digital products and/or experiences

• 3+ years’ experience of demonstrated delivery of business results

• Ability to handle high-pressure situations and dynamic environment

• Excellent time-management and organization skills

• Excellent oral and written communication skills

• Demonstrated experience working cross-functionally in a large organization

• Demonstrated experience working closely with senior leadership

**Preferred Education/Experience:**

• Master’s degree in Business Administration or similar advanced degree

• Experience in an agile software environment

• Creative thinker (be willing and able to think outside of the \"this is what we\'ve always done\" mentality)

**About Lowe’s:**

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE ® 50 home improvement company serving approximately 18 million customers a week in the United States and Canada. With fiscal year 2019 sales of $72.1 billion, Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports its hometown Charlotte region and all 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 .

**About Lowe’s in the Community:**

As a FORTUNE ® 50 home improvement company, Lowe’s is committed to creating safe, affordable housing and helping to develop the next generation of skilled trade experts through nonprofit partnerships. Across every community we serve, Lowe’s associates donate their time and expertise through the Lowe’s Heroes volunteer program. For the latest news, visit Newsroom.Lowes.com or follow @LowesMedia on Twitter.

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.

Mooresville, North Carolina

Our Military Commitment

At Lowe's, our commitment to recognize, honor, and respect those who serve in our country's military is rooted in our history and informs the decisions we make today:

  • Lowe's was founded on the heels of World War II, by veteran Carl Buchan, whose leadership and vision helped us grow from a small hardware store in Wilkesboro, NC, into the FORTUNE 100® company we are today.
  • Lowe's is ranked #38 among GI Job's "Top 100 Military-Friendly Employers®".
  • Lowe's is part of the Military Spouse Employment Partnership (MSEP), working with military installation contacts to promote job opportunities to military spouses.
  • Lowe's is an Employer Support of the Guard and Reserve (ESGR) Partner.
  • Lowe's offers extended benefits for employees serving in the military.

We regularly participate in a variety of military-sponsored events and job fairs across the country, looking for more people to join the Lowe's team of military veterans. At more than 14,000 strong, our military veteran employees work in roles across our organization, from management to retail and customer support. And we demonstrate our appreciation for them in many ways, including:

  • A 10% discount to all veterans during Memorial Day, Fourth of July and Veterans Day weekends; and a 10% discount every day to all active, reserve, retired and disabled veterans who carry a valid, military-issued photo ID card.
  • Regular support for the military and the USO, including recent refurbishments to 16 USO centers across the U.S., to help welcome home our returning troops.
  • The Lowe's Employee Giving Campaign, which allows employees to set aside a portion of their paycheck, to benefit the USO and other organizations, which Lowe's will match 50 cents to the dollar.

The military instills leadership, a strong work ethic, and a passion for a job well done. It allows pioneering spirits to demonstrate their commitment to teamwork and problem solving. And these are the traits of a Lowe's employee. As you focus on your post-military career, consider exploring the employment opportunities at Lowe's.

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