The Director - Digital Post Purchase & Fulfillment Operations is responsible for improving customer sentiment through reducing cancellations, controllable return drivers, elevated damage rates, and other concerns preventing the perfect order experience. They will lead and develop a team of 8+ direct and indirect reports and are responsible for inspiring, managing and developing team members. This is a highly cross-functional role, working across digital, technology, store operations, omni fulfillment, supply chain, finance and other

partners to identify and size opportunities, assign ownership and track to completion. This individual should be an experienced team leader with digital or omni retail knowledge and a desire to improve the customer experience in a competitive digital landscape.

Key Responsibilities:

•Develop comprehensive strategies to address trends and improve digital cancellation and return rates. Works with leadership and peers to align these strategies to overall business objectives. Propose long term timeline to address and work with finance to build improvement into annual plans

•Identifies and establishes key results (financial, operational and customer) related to digital post-purchase and fulfillment efforts; collaboratively delivers improvements to hit those key results

•Monitors Customer Likelihood to Recommend (LTR) and guides their team on deep analyses of customer feedback, order data and other relevant metrics to inform decision making. Identifies most significant opportunities to increase LTR and associated metrics through improving the post-purchase experience

•Works cross-functionally to improve the digital experience demonstrated by reducing cancellations and returns, and improving the perfect order rate

•Communicates roadmap strategy, enhancements and improvement activities to ensure that business leaders are informed; report out progress and performance to senior leadership through exceptional communication skills

•Leads and develops a team of people leaders, including 8-12 direct and indirect reports, through attracting and retaining talented individuals, setting clear expectations, providing timely, constructive feedback, managing performance, preparing them for growth opportunities and sponsoring / leading the team through change

•Guides analysis of complex order and product data and challenges the team through self-serve tools to continuously take deeper cuts at analysis

•Maintains and inspires a highly skilled, collaborative and engaged team with a focus on clear and consistent communication around company objectives, responsibilities and expectations

Required Qualifications:

•Bachelor's Degree in Business Administration, Marketing, Operations, Data Analytics, or related field

•10 Years relevant experience in online/retail merchandising, digital business, operations

•8 Years leadership experience with direct report responsibility and managing cross-functional teams

•Proven experience / familiarity with Adobe Analytics, Power BI, Tableau, Superset, or other analytics platforms

•Experience reducing negative impacts on gross-to-net sales

Preferred Qualifications:

•MBA or Master's Degree in Marketing, Operations, Data Analytics, or related field

•4 Years experience managing a business portfolio in a large retail environment

•Retail corporate experience

•Expertise in digital cancellations, returns, order fulfillment

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 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 and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.

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.

Pay Range: $123,400.00 - $205,700.00 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.