Job Description

What You Will Do

The Market Delivery Manager (MDM) is primarily responsible for ensuring Delivery Customer Satisfaction thru service and quality control standards, for customers in a specific market for product purchased thru Lowe’s Retail Stores or Lowes Online. Daily interactions will include coordination between the XDT (Cross Dock Terminal), 3PL delivery, Bulk Distribution Centers (BDCs), and Lowe's stores. The MDM works closely with cross-functional business units, including store/operations management, stores, and Field Delivery Directors to identify and implement solutions that support successful home delivery operations, all while acting as an advocate for customers.

Responsibility Statements

•Oversees a Market-based ASA(Administrative Service Associates) team responsible to support delivery operations including performance monitoring, inbound call monitoring, customer service escalations, issue identification and resolution and continuous improvement efforts.
•Knowledge of financial statements and plans. Analyzes variances and creates corrective actions.
•Prepares action plans, resolves problems, completes audits and identifies trends.
•Ability to lead others to deliver business results and handle multiple tasks in a past paced environment.
•Extensive knowledge of Home Delivery Operations and processes.
•Serve as the market leader of the XDT Network through interactions with 3PL service providers, Lowe’s Supply Chain functional teams, Lowe’s distribution nodes (RDC, BDC, ADC, etc.) and store operations.
•Identifies capability gaps and provides coaching in partnership with 3rd party delivery operator’s leadership teams to address gaps and improve service.
•Effective problem solving, change leadership, team orientation and empowerment skills.
•Communicates Delivery successes and opportunities regularly with our Retail Selling stores to improve customer sales/delivery experiences. Builds and maintains Business relationships with Retail and Pro Lowes partners.
•The MDM performs supervisory responsibilities including employment decisions regarding hiring, promoting, demoting and terminating, conducting performance reviews, appraisals, coaching and developing associates.
•Maintains continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving In Home Customer Delivery experiences.
•Reviews Market-level productivity and quality metrics with Markets on a Daily/Weekly and Monthly basis and utilizes this information to drive operations improvements at the Market level.

What you Need to Succeed

Minimum Qualifications
• Bachelor’s Degree – Operations, Supply Chain, or related field and 7 + years of relevant experience.
or
H.S. Diploma and 9 years of relevant experience.

Pay Range: $116,300.00 - $194,200.00 annually

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits

Associate Benefits ( https://talent.lowes.com/us/en/joining-our-team)

• Working at one of the largest retail companies has its perks. We offer exceptional benefits and wellness programs for eligible full-time and part-time associates, tailored for many different lifestyles. Our benefits range from health, vision and dental insurance to paid vacation, tuition assistance and parental and family-building benefits. Plus, we offer learning and development opportunities to help our associates grow their skills and achieve their goals.

• Health, Dental and Vision insurance

• Life and Disability insurance

• Paid time off based on role, tenure, and locality, including vacation, holidays, sick and volunteer time

• Flexible spending and health savings accounts

• 401(k) Retirement account with company match

• Employee Assistance Program with concierge, work/life services and no-cost counseling for all kinds of needs

• Education support programs, including tuition assistance and trade skills scholarships

• Business Travel Accident insurance

• Maternity and Parental leave

• Adoption assistance

• Lowe's Associate Discount and broad discount platform

• Other discretionary benefits (based on eligibility) include annual bonuses, enrollment in Lowe's Employee Stock Purchase Plan and/or deferred compensation plan, and grant awards

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.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, information, assets, and products; complying with safety requirements; and partnering and regularly working with other Lowe’s employees.