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 India

About the Team

The Manager – Online Operations is responsible for leading digital site operations for Lowes.com by enabling swift and efficient functional execution of production-level projects in the way of driving operational excellence, execution quality, and scalable processes across online customer experiences.

This role oversees operational governance, site readiness, issue and incident management, production execution, launch readiness, and continuous improvement initiatives. The Manager leads Team Leads, Lead Analysts, and Analysts to ensure operational stability, customer-focused execution, and alignment with business priorities and enterprise digital initiatives.

While partnering with Product, Planning (DEP), Engineering, Merchandising, Marketing, UX, Technology, and other Digital Commerce teams, this role drives accountability, operational efficiency, deployment quality, and business outcomes. The Manager is responsible for balancing execution speed, operational stability, customer experience, and business impact while building scalable operating models that support evolving business needs.

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Roles & Responsibilities:

Core Responsibilities:

Strategic & Operational Leadership

• Own operational strategy, execution frameworks, and governance models supporting Digital Commerce initiatives and enterprise priorities.
• Establish scalable operating models to support increasing business complexity, site traffic, promotional events, and omnichannel growth.
• Lead operational readiness planning for enterprise launches, seasonal events, peak periods, and high-visibility initiatives.
• Develop and implement business continuity and operational risk mitigation strategies for customer-facing digital experiences.
• Provide strategic, customer-focused direction for assigned focus areas while ensuring alignment to organizational goals and business priorities.
• Drive synergies across Online Operations functions and external stakeholders to improve efficiency, consistency, and execution quality.

Production Operations & Site Readiness

• Lead production-level execution and operational delivery for customer-facing digital experiences and enterprise initiatives.
• Ensure platform readiness and operational support for business priorities while maintaining a seamless customer experience for DIY and Pro customers.
• Accountable for on-time and accurate execution of business and technology project requests.
• Provide release readiness oversight and go/no-go decisions for production deployments and change requests.
• Evaluate and manage operational dependencies, risks, and customer impacts associated with releases and deployments.
• Ensure cross-functional teams adhere to execution standards, timelines, and operational processes.

Governance & Business Accountability

• Define and govern operational KPIs, SLAs, quality metrics, escalation frameworks, and performance standards.
• Drive operational governance reviews with senior leadership using data-driven insights, performance trends, and risk assessments.
• Balance execution speed, operational stability, customer experience, and business impact when making prioritization decisions.
• Establish proactive monitoring mechanisms to identify, assess, and mitigate operational risks.
• Own business reviews and reporting related to operational performance, execution quality, and process effectiveness.
• Ensure operational priorities remain aligned with broader Digital Commerce objectives.

Issue & Incident Management

• Lead resolution of complex operational issues with cross-functional or enterprise-wide impact.
• Govern escalation management frameworks for customer-impacting incidents and operational risks.
• Drive root-cause analysis and implementation of sustainable corrective actions.
• Partner with Product and Engineering teams to improve issue prevention, deployment quality, and operational stability.
• Ensure incident communication, documentation, recovery, and post-mortem processes meet established standards.

Content Management Systems & Operational Platforms

• Accountable for governance, review, and maintenance of Content Management Systems (CMS) and operational platforms.
• Establish review cadences and best practices to ensure consistent execution across digital experiences.
• Partner with Product and Engineering teams to ensure CMS components, libraries, and toolkits remain active, functional, and optimized.
• Own and manage operational tools, services, and platforms utilized by the team.
• Identify opportunities for workflow automation, platform optimization, and operational efficiency improvements.

Cross-Functional Partnership & Influence

• Partner with Product, Planning (DEP), Engineering, Merchandising, Marketing, UX, Technology, Analytics, and other Digital Commerce stakeholders to drive execution excellence.
• Influence decision-making and align operational capabilities with strategic roadmaps and business priorities.
• Drive accountability across teams to ensure timely execution, launch readiness, issue resolution, and operational success.
• Communicate risks, dependencies, trade-offs, and recommendations effectively to senior leadership.
• Build strong partnerships that enable faster decision-making and seamless execution across functions.

Operational Excellence & Transformation

• Lead process improvement and operational transformation initiatives focused on scalability, efficiency, quality, and automation.
• Identify systemic operational gaps and implement sustainable long-term solutions.
• Drive a culture of continuous improvement through operational analytics, trend analysis, and proactive risk management.
• Standardize operational processes, governance models, documentation, and quality controls.
• Improve business, merchant, category, and vendor productivity through optimized operational workflows.

People Leadership & Organizational Development

• Lead, coach, and develop Team Leads, Lead Analysts, and Analysts.
• Build leadership capability through mentoring, succession planning, and talent development initiatives.
• Drive workforce planning aligned with business growth and operational demand.
• Foster a culture of accountability, collaboration, innovation, inclusion, and operational excellence.
• Conduct performance management activities including goal setting, coaching, feedback, and career development.
• Establish clear success metrics and growth opportunities for team members.

Business & Customer Impact

• Use operational and business metrics to identify trends, risks, and opportunities.
• Translate operational insights into strategic recommendations and business actions.
• Drive measurable improvements in operational quality, deployment accuracy, issue resolution effectiveness, and customer experience.
• Support enterprise digital transformation initiatives through operational leadership and execution excellence.
• Ensure operational decisions align with long-term business scalability and customer-centric outcomes.

Years of Experience

• 8+ years of overall work experience.
• 5+ years of experience in Digital Commerce, eCommerce, Online Operations, or Omnichannel Retail.
• 3+ years of people leadership experience.
• Experience leading cross-functional stakeholders and enterprise-scale initiatives.
• Experience supporting production operations, site readiness, release management, or digital operations preferred.

Education Qualification & Certifications (optional)

Required Minimum Qualifications

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Required Qualifications

• Bachelor's degree in Business, Computer Science, Engineering, Information Systems, Design, or a related field.

Preferred Qualifications

• Master's degree in Business Administration or related discipline.
• Certifications in Agile, Lean, Six Sigma, Project Management, or Process Improvement.

Skill Set Required

Primary Skills (must have)

Strong eCommerce and omnichannel retail operations experience.

Proven experience managing digital production operations and execution workflows.

Strong operational governance, escalation management, and issue resolution capabilities.

Experience working with Content Management Systems (AEM, Magento, Adobe Experience Manager, or similar platforms).

Strategic thinking and business acumen.

Strong stakeholder management and cross-functional influence skills.

Proven people leadership and organizational development experience.

Ability to manage multiple priorities in a fast-paced, high-volume environment.

Strong analytical, problem-solving, and decision-making skills.

Experience driving operational transformation and process improvement initiatives.

Data-driven decision-making and operational reporting capability.

Strong communication and executive presentation skills.

Customer-focused mindset with strong execution rigor.

Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).

Secondary Skills (desired)

Knowledge of online retail customer journeys and digital merchandising.

Automation and workflow optimization experience.

Agile delivery and product operating model exposure.

Change management and transformation leadership.

Operational analytics and dashboarding experience.

Enterprise launch and peak-event operational management.

Website benchmarking, personalization, UI/UX, or digital content operations experience.

Innovation mindset and continuous improvement orientation.