Associate Director, Pro & Services Operations

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 Bengaluru, Lowe's India develops innovative technology products and solutions and delivers business capabilities to provide the best omnichannel experience for Lowe's customers. Lowe's India employs over 4,200 associates across technology, analytics, merchandising, supply chain, marketing, finance and accounting, product management and shared services. Lowe's India actively supports the communities it serves through programs focused on skill-building, sustainability and safe homes. For more information, visit, www.lowes.co.in.

Job Summary:

The Associate Director – Pro & Services Operations will lead and oversee the India-based Pro & Services business support organization for Lowe's. This role is responsible for managing a 20-person cross-functional team that serves as the primary India extension of the U.S. based Pro & Services business.

The leader will drive operational excellence, reporting and analytics, sales support operations, process optimization, and strategic execution across multiple business functions supporting Pro and Services programs. This role requires strong people leadership, stakeholder management, operational strategy, and technical acumen to deliver scalable solutions that improve business performance and customer experience.

S/he will be responsible for Pro and Home Services reporting consolidation and automation, intake and governances, field performance reporting, and business optimization through analytics and reporting.

This position acts both as the liaison for DACI, and business requirement and for developing interim reporting and insights. S/he and team own responsibility for defining reporting requirement and utilize the qualitative and quantitative analytics prior to program development and after implementation to identify ROI current/future state and cost savings..

Roles & Responsibilities:

Business Function Leadership

• Serve as the India site leader for the Pro & Services function, providing strategic direction and operational oversight.
• Build and maintain strong partnerships with U.S.-based business, technology, and operational stakeholders.
• Establish team priorities aligned to organizational goals, customer experience initiatives, and business transformation efforts.
• Drive accountability, performance management, and continuous improvement across all functional areas.
• People Leadership
• Lead, coach, and develop a high-performing team of managers, analysts, and support associates.
• Foster a culture of collaboration, innovation, accountability, and continuous learning.
• Drive employee engagement, career development, and succession planning initiatives.
• Promote Lowe's culture and leadership principles across the India organization.

Reporting & Application Development

• Developing and maintaining business intelligence reporting and dashboards.
• Delivering data-driven insights to support operational and strategic decision-making.
• Managing application development (Power Apps) efforts that improve Pro & Services workflows and operational efficiency.
• Ensuring data accuracy, governance, and reporting consistency across platforms.
• Owns and manages created Pro and Home Services Dashboards, ensuring evolution and accuracy in alignment with evolving business needs.
• Constantly communications and partners with key stakeholders in the field and at the SSC to create a culture of teamwork, transparency and awareness. Partners include, but are not limited to Merchandising, Supply Chain, IT, Product Management HR, Learning and Development, DACI, Store Environment, and Marketing. This partnership ensures roadblocks are addressed, and programs are executed quickly.

Sales & Operational Support

• Supporting sales teams through operational execution, issue resolution, and process management.
• Managing business support activities tied to Pro customers and Services programs.
• Driving service-level adherence and operational responsiveness.
• Identifying opportunities to improve workflows, reduce manual effort, and increase productivity.
• Supporting escalations, root-cause analysis, and continuous process improvement initiatives.
• Support organizational direction and culture. Effectively manage employee performance using established company tools/methodology. Recommend personnel decisions (e.g., compensation, recognition, transfer, promotion). Assure that company policies and practices are followed, and set an example for team members.
• Participate in the development and delivery of training for internal staff, specialist groups, or others as needed.

Years of Experience:

• 10+ years of experience in operations, analytics, technology, business support, or shared services environments.
• 5+ years of people leadership experience managing cross-functional teams. Experience leading global teams and working with U.S.-based stakeholders.

Required Minimum Qualifications:

• Bachelor's degree in Business, Technology, Engineering, Analytics, or related field.
• 10+ years of experience in operations, analytics, technology, business support, or shared services environments.
• 5+ years of people leadership experience managing cross-functional teams. Experience leading global teams and working with U.S.-based stakeholders.
• Strong analytical, operational, and problem-solving capabilities.
• Experience with reporting platforms, business intelligence tools, and application development processes.
• Excellent communication, presentation, and stakeholder management skills.

Skill Set Required

• Experience leading and mentoring a team and helping to foster/create a great place to work.
• Experience with an ERP system preferred (Workday preferred). Experience with Microsoft tools and applications required.
• Customer service centric mind set, placing the user at the heart of the solution.
• Well-versed with Service Level Agreements & quality calibrations.
• Able to multi-task and respond quickly and effectively to the challenges faced.
• 8 Years experience using analytic tools (e.g. SQL, Alteryx, Knime, SAS)
• 8 Years experience using data visualization tools (e.g. Power BI, Microstrategy, Tableau)
• experience working with Enterprise level databases (e.g. Hadoop, Teradata, GCP, Oracle, DB2)