Director of Pro Solutions Center - Customer Experience and Operations Leadership
Join the Lowe's Team as a Director of Pro Solutions Center: Leading Customer Experience and Operations
Are you a seasoned leader with a passion for delivering exceptional customer experiences and driving operational excellence? Do you have a proven track record of success in call center management and a knack for interpreting analytics to inform business decisions? Look no further than Lowe's, a leading home improvement retailer, as we seek a highly skilled Director of Pro Solutions Center to join our team.
About Lowe's and Our Pro Solutions Center
Lowe's is a Fortune 50 company that has been a leader in the home improvement industry for over 60 years. Our Pro Solutions Center is a critical component of our customer experience strategy, providing support to our professional customers across the United States. As a Director of Pro Solutions Center, you will play a key role in driving a positive customer experience across our entire Pro Outside Sales organization, leveraging your expertise in customer service, operations, and leadership to deliver best-in-class solutions.
Position Overview
The Director of Pro Solutions Center is a senior leadership role that requires a unique blend of technical, business, and interpersonal skills. You will be responsible for directing and implementing the Pro Solutions Center strategy, leading a high-performing team, and driving continuous improvement in customer service, operations, and technology. This is a remote opportunity, allowing you to work from anywhere while still being connected to our dynamic team.
Key Responsibilities
- Leadership and Team Management: Lead a team of managers, analysts, and customer service representatives, completing all people management activities, including recruiting, hiring, developing, training, motivating, and coaching associates.
- Operations and Strategy: Develop and implement Pro Solutions Center strategies that ensure performance, culture, and controls are aligned with delivering a consistent positive customer experience. Manage calls, emails, chats, bots, and other intakes of customer information and requests.
- Workforce Planning: Develop and execute workforce planning strategies to support cyclical sales peak and off-peak season needs, as well as day-to-day ad-hoc staffing demands.
- Technology and Innovation: Partner with IT to deliver on technology solutions aligning with the Pro Solutions Center roadmap, including designing future state technology solutions to enhance the customer experience.
- Collaboration and Partnerships: Collaborate cross-functionally with Sales, Credit, IT, Marketing, Merchandising, and other stakeholders to understand goals and direction, ensuring alignment with PSC metric-driven goals and roadmaps.
- Customer Experience: Act as an escalation point for complex customer resolutions, including meeting with customers and/or Sales Leaders.
Essential Qualifications
- Education: Bachelor's Degree in Business or a related field.
- Experience: 7-10 years of experience in call center management, with regional or national responsibilities.
- Skills:
- Excellent written and verbal communication skills.
- Keen interpersonal relations and strong leadership skills.
- Conflict resolution abilities.
- High degree of proficiency in Excel, Word, and Office products.
Preferred Qualifications
- Education: Master's Degree in Business or a related field.
- Experience: Multifamily industry or B2B experience.
- Knowledge: Knowledge of Lowe's operating systems.
What We Offer
As a Director of Pro Solutions Center at Lowe's, you will enjoy a range of benefits and perks, including:
- Competitive Salary: $109,800 - $183,000 annually.
- Benefits: Comprehensive benefits package, including medical, dental, and vision coverage.
- Remote Work: Opportunity to work from home or a remote location.
- Career Growth: Opportunities for professional growth and development.
- Recognition: Recognition and rewards for outstanding performance.
Why Join Lowe's?
Lowe's is a leader in the home improvement industry, with a commitment to delivering exceptional customer experiences and driving operational excellence. As a Director of Pro Solutions Center, you will be part of a dynamic team that is passionate about making a difference in the lives of our customers. We offer a culture of inclusion, diversity, and respect, and we are committed to providing opportunities for growth and development.
How to Apply
If you are a motivated and experienced leader with a passion for customer experience and operations, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert link]. We look forward to hearing from you!