Senior Manager, Digital Chat & Agentic Support

About Lowe's

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2024 sales of more than $83 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. 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.

At Lowe's India, we are the enablers who help create an engaging customer experience for our $90+ billion home improvement business at Lowe's. Our 4000+ associates work across technology, analytics, business operations, finance & accounting, product management, and shared services. We leverage new technologies and find innovative methods to ensure that Lowe's has a competitive edge in the market.To know more about Lowe's India, visit Lowes.co.in

About the Team

The Digital Chat & Agentic Support team enables Lowe's to deliver a high-trust, high-value post-purchase experience through agentic/chat-based support at scale. The team partners with third-party service providers for chat support operations, while internally building a robust conversation analytics and governance capability to continuously improve agent effectiveness, customer trust, and business outcomes (including upselling/attachment opportunities within chat journeys). The team works closely with Product, Data Science, and Engineering partners across U.S. and India to translate Voice of the Customer from chat and other digital touchpoints into actionable insights to improve Customer Experience.

Job Summary

The Sr. Manager, Digital Chat & Agentic Support leads a team of analysts responsible for building a best-in-class conversation intelligence and agentic quality evaluation program. This role is intentionally biased toward analytics, measurement, roadmap creation, and agentic improvements (vs. day-to-day human chat operations).

This leader owns outcomes, not just reporting—establishing measurement frameworks, statistical models, and scalable evaluation approaches to diagnose experience gaps, identify root causes, and drive cross-functional action that improves customer trust and business value. They will partner extensively across Digital Product, Technology, AI/ML, Data Science and Operations teams across U.S. and India to influence roadmap priorities and ensure measurable, sustained impact.

The Sr. Manager will lead a team of analysts focused on identifying opportunities and use inputs to steer the Voice of Customer (VoC) pod within Digital Commerce.

Roles & Responsibilities

Core Responsibilities

Lead a high-performing team of analysts; set priorities, operating cadence, and standards for insight quality, analytical rigor, and executive-ready storytelling.

Define and govern a Digital Chat KPI framework spanning customer outcomes and business value (e.g., containment, resolution, transfer/escalation rate, re-contact, response quality, customer effort, trust/defect rate, and conversion/attach from upsell in chat).

Build a scalable evaluation program for both agentic and human-assisted chat:

Sampling strategy and audit design (risk-based + representative sampling)

Annotation guidelines, rubrics, and calibration for consistent scoring

Quality gates and scorecards tied to measurable improvement actions

Develop processes to extract actionable insights from transcripts and metadata (e.g., intent/topic taxonomy, sentiment/emotion signals, driver analysis for escalations, upsell propensity, anomaly detection for emerging issues, and segmentation).

Translate customer conversation insights into roadmap influence:

Partner with Product/Tech to improve agentic workflows, tool-use, knowledge coverage, guardrails, and policy handling

Define requirements for instrumentation, event logging, and data pipelines to enable reliable measurement and experimentation

Create governance mechanisms to operationalize Voice of the Customer at scale:

Standardized metric definitions, documentation, and source-of-truth reporting

Performance review cadences with U.S. stakeholders (weekly/monthly deep dives)

Clear ownership models and success metrics for interventions

Partner with third-party service providers to drive performance improvement through data:

Define vendor scorecards and quality standards

Diagnose performance gaps using structured root-cause analysis

Drive corrective action plans tied to measurable outcomes

Drive experimentation and test-and-learn to quantify incremental impact of agentic improvements (prompting/tool changes, routing logic, knowledge updates, policy changes), including A/B or quasi-experimental measurement where applicable.

Evaluate and prototype third-party solutions for conversation intelligence and QA at scale; build business cases, run pilots, and recommend adoption/standardization based on measurable lift.

Build self-service dashboards and automated reporting with strong interpretation guidance, data quality checks, and governance to reduce manual effort and improve stakeholder clarity.

Ensure data privacy and compliance in transcript handling (PII controls, access governance), and partner with Legal/InfoSec where needed for tooling and process design.

Years of Experience

10+ years of experience in analytics, data science, operations research, or a related discipline in e-commerce, digital customer experience, or technology-enabled operations.

3+ years of experience managing teams and leading cross-functional analytics programs in a matrixed organization.

Demonstrated experience with conversation analytics, Customer Support (Chat/AI agents channels) program management and strategy, digital engagement funnels, and driving measurable improvements through insights-to-execution.

Experience partnering with U.S.-based stakeholders and influencing product/engineering roadmaps (preferred)

Education Qualification & Certifications (optional)

Required Minimum Qualifications

Bachelor's degree in engineering, Statistics, Economics, Mathematics, Operations Research, Computer Science, or a related field.

Preferred Qualifications

MBA or MS in Analytics, Data Science, or related disciplines.

Six Sigma (Green/Black Belt), Customer Experience, NPS, VOC or equivalent process excellence certifications.

Certifications related to Quality Management in the Services sector.

Skill Set Required

Strong domain knowledge of customer service operations (both human and Agentic), focused on synchronous/asynchronous chat and AI Agents.

Deep understanding of measurement, strategy, product development or program management for deploying AI agents in post-purchase support.

Advanced analytical capability: SQL; Python or R; statistics; root-cause analysis; and comfort working with messy, multi-source data.

Ability to synthesize insights across OMS/WMS/TMS, customer service/CRM, and digital channels, and connect operational drivers to customer outcomes.

Strong stakeholder management and influencing skills in cross-functional, matrixed organizations.

Excellent communication and storytelling skills; able to translate complex analyses into clear, prioritized recommendations for senior leadership.

Secondary Skills (desired)

Experience working on strategy, product design and projects related to Customer Service or service industry AI Agents.

Experience with experimentation frameworks and causal measurement approaches.

Knowledge of analytics engineering and automation tools and version-controlled analytics workflows.