Senior Manager, Digital Fulfillment

About Lowe's

Lowe's is a FORTUNE 100 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 India, the Global Capability Center of Lowe's Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe's India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes.co.in

About the Team

The Digital Fulfillment Analytics Team enables data-driven decision-making across the post-purchase customer journey. The team drives measurement, deep-dive analysis, and insights generation for fulfillment inventory and planning, cancellations, returns, refunds, and other order lifecycle outcomes across Lowes.com and omnichannel fulfillment nodes.

Partnering closely with Fulfillment Operations, Inventory Planning, Transportation, Reverse Logistics, Customer Care, Digital Product, Technology, and Finance teams, Fulfillment Analytics ensures shared KPIs, consistent metric definitions, and actionable insights that improve customer experience while optimizing cost-to-serve.

Job Summary

The Sr. Manager Fulfillment Analytics leads a team of analysts responsible for delivering high-impact, project-based analytics that improve inventory availability, planning effectiveness, and post-purchase outcomes, including cancellations, returns, and refunds.

This leader owns outcomes, not just reporting. They are accountable for identifying root causes, defining measurable improvement plans, and driving cross-functional action that delivers quantifiable results. Their work focuses on major initiatives and structural performance gaps, not day-to-day operational management.

Roles & Responsibilities

Core Responsibilities

Leading complex, cross-functional analytics projects tied to fulfillment performance and customer experience outcomes

Translating complex operational and customer data into clear, prioritized recommendations that influence product roadmaps, process design, and investment decisions

Partnering with Operations, Product, and Technology leaders to align on performance standards, prioritize interventions, and measure sustained impact

Lead, coach, and develop a high-performing team of analysts; set priorities, operating cadence, and standards for insight quality.

Own measurement and performance analytics across the order lifecycle: promise, sourcing, pick/pack/ship, delivery, cancellations, returns, and refunds.

Define and govern a Digital Post Purchase KPI framework for fulfillment and post-purchase health (e.g., availability, fill rate, cancellation rate, on-time ship/delivery, return rate, defect reason mix, and cost-to-serve).

Drive recurring insights and deep dives for fulfillment inventory and planning: demand/forecast signals, allocation effectiveness, safety stock positioning, node-level availability, and replenishment health.

Diagnose key drivers of cancellations and returns using structured root-cause analysis across product, customer behavior, vendor, carrier, packaging, damage, and operational execution.

Partner with Fulfillment Operations teams to convert insights into prioritized actions; define success metrics and measurement plans.

Develop predictive and diagnostic analytics (e.g., early-warning alerts, propensity models, segmentation) to proactively reduce cancellations/returns and improve customer experience.

Create self-service dashboards and automated reporting, ensuring consistent definitions, data quality checks, and clear interpretation guidance.

Define data requirements and partner with Data Engineering to build and maintain trusted datasets/pipelines for orders, shipments, cancellations, and returns; improve data quality and accessibility.

Support experimentation and test-and-learn (A/B and quasi-experimental where applicable) to quantify incremental impact of process and product changes.

Translate complex analyses into executive-ready narratives with clear trade-offs, recommendations, and expected impact, influence roadmaps and resource allocation.

Establish documentation and governance for metric definitions, reporting sources, and analytical methodologies to ensure consistency and scalability.

Years of Experience

10+ years of experience in analytics, data science, operations research, or a related discipline in retail, e-commerce, supply chain, or logistics environments.

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

Demonstrated experience in fulfillment inventory/planning and post-purchase domains (order management, cancellations, returns, reverse logistics, transportation, and customer service signals).

Experience in a large, complex omni-channel or e-commerce organization is strongly preferred.

Education Qualification & Certifications

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

Strong proficiency in SQL and experience working with large-scale datasets and modern BI/visualization tools.

Preferred Qualifications

MBA or MS in Analytics, Data Science, Industrial Engineering, or a related discipline.

APICS CPIM/CSCP, Six Sigma (Green/Black Belt), or equivalent process excellence certifications.

Cloud analytics/data platform certifications (AWS/Azure/GCP) and/or BI tool certifications (Tableau/Power BI/Looker).

Skill Set Required

Strong domain knowledge of fulfillment and inventory planning (demand signals, allocation, replenishment, safety stock, capacity, service levels).

Deep understanding of post-purchase flows and levers: cancellations, returns, refunds, reverse logistics, and cost-to-serve drivers.

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

Experience with modern data platforms and warehouses/lakehouses (e.g., Snowflake, Redshift, BigQuery, Databricks) and data modeling concepts.

Expertise in BI and dashboard design, metric governance, and building self-service analytical products.

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 with optimization, simulation, or network/inventory modeling.

Familiarity with machine learning techniques for propensity, anomaly detection, and forecasting enhancements.

Experience with experimentation frameworks and causal measurement approaches.

Knowledge of analytics engineering and automation tools (e.g., dbt, Airflow) and version-controlled analytics workflows.