Installation Support Manager

Innovate Remotely

This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions.

The primary purpose of this role is to provide leadership to a team of associates who have the responsibility of ensuring the satisfactory completion of all work associated with meeting the needs of the customer. (An associate’s work may consist of installation jobs/projects and related work/service orders, assistance for customers with real-time needs involving sales, service, and/or delivery as well as resolving real-time escalated issues across a broad spectrum of situations.) 

This role has direct responsibility for all aspects of associate performance including hiring and training employees, conducting performance appraisals, achieving productivity targets through effective feedback, ensuring quality customer interactions as defined by the SMART customer service model, and holding performance management conversations, including corrective action up to and including termination. 

This role is responsible for providing important and impactful coaching and development to the team of front-line associates who interface directly with Lowe's customers, colleagues across the enterprise and external business partners. Furthermore, this role maintains consistent execution and service quality, delivering key operational metrics, and managing internal and external relationships that directly impact the outcome of service delivery. The individual in this role may conduct some or all activities from home using tools and resources provided by Lowe's.

Your Impact at Lowe’s

As an Installation Support Manager at Lowe's, you'll be pivotal in leading a team that drives customer satisfaction across installation projects, sales, and service operations. Your leadership will be crucial in maintaining service excellence, achieving key metrics, and fostering relationships that directly impact our service delivery. By leveraging your management expertise and customer-centric approach, you'll make a significant impact on Lowe's success.

How We Support You

As an industry leader, we invest in the people and resources needed to grow and win as a team.

Grow Your Career: We foster a culture that embraces continuous learning, empowering you to develop your skills. From lateral moves and promotions to a new career field, we can help you shape (and own) your future.

Financial Future: We invest in you – own part of the company with our optional Employee Stock Purchase Plan or participate in our matching 401k plan.

Bonuses and Benefits: We invest in your well-being, through rewarding bonus opportunities and comprehensive benefits designed to help you shape your future.

Industry Leadership: We pair our 100-year track record of success with our ambition to grow and improve, empowering your team to solve relevant challenges and pave the way forward for an entire industry.



Your Day at Lowe’s

In this position, you'll lead a dynamic team, orchestrating exceptional customer experiences across installation projects, sales, and service operations. Your day will be filled with coaching your team, analyzing performance data, and collaborating with cross-functional partners to drive service excellence. You'll navigate a fast-paced environment, resolving escalated issues, implementing new strategies, and leveraging various tech tools to ensure smooth installation jobs and project execution, all while meticulously documenting interactions and maintaining Lowe's high standards of service delivery.

Key Responsibilities

Manage the implementation of new programs to support business strategies, collaborating with cross-functional groups and managing relationships with various Lowe's business areas and partners.

Oversee associate work, monitor quality, and maintain relationships with team members and supporting functions. Analyze business and process execution to coach and develop team members.

Support business strategies by ensuring consistent execution of processes and proper use of required tools/technologies. Review performance dashboards and reports to maintain work standards.

Resolve escalated issues and make or influence decisions involving product, expenses, and process issues.

Liaise with district and store leadership, external business partners, and participate in meetings with internal business partners to ensure proper execution and compliance.

Hire, coach, and develop talent to achieve stated objectives, ensuring the team delivers a SMART customer service experience while complying with relevant regulatory requirements.



Minimum Qualifications



High School or GED and 3-5 Years, 3 years' Experience working in retail or high-volume centralized service model with progressive responsibility.

1-2 Years 1 year Experience leading people (~10 or more direct and/or indirect reports)

1-2 Years 1 year Demonstrated experience communicating and working cross-functionally. Demonstrated experience in training, developing, and mentoring others.



Preferred Qualifications

Bachelor's Degree Business or related field and Demonstrated experience leading remote teams.

Bilingual skills



Benefits

401k with up to 4.25% match

Bi-annual Cash Bonus

Discounted Employee Stock Purchase Plan (15% discount of strike price)

Tuition-Free Education

10-week Maternity/Parental Leave

10% Associate Discount

For information about our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.

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

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 our benefits page.

Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company with total fiscal 2025 sales of more than $86 billion. Lowe’s employs approximately 300,000 associates and operates over 1,750 home improvement stores, 540 branches and 120 distribution centers. 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 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 applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, 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, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.