Operations ASM

Lowe's Inc. - Glasgow, KY3.7

Full-time | Commission
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Purpose of Role
All Lowe’s associates deliver quality customer service while maintaining a store that is clean, safe, and stocked with the products our customers need. As an Assistant Store Manager, this means:
Anticipating customer flow and work demand and redirecting efforts and schedules to ensure proper coverage when and where needed.
Planning for spikes in sales and ensuring the store has the in-stock position to support the demand.
Conducting safety walks, monitoring use of store power equipment, and coaching associates around safe work practices.
The Assistant Store Manager leads a team of associates who work together to ensure our customers receive exceptional service while shopping in a clean, safe, well-stocked store. The Assistant Store Manager is accountable for achieving sales and margin goals while driving operational efficiencies and maximizing overall customer satisfaction with the Lowe’s in-store experience. At times, the Assistant Store Manager is expected to provide full leadership over the store. The Assistant Store Manager collaborates with peers on the store leadership team as well as the District Manager and Area support staff to assess the needs of our customers and develop the best methods for achieving service, sales, and operational objectives. Additional role-specific assignments and priorities vary based on the specific department(s) to which the Assistant Store Manager is assigned to supervise – Merchandising, Specialty (e.g., appliances, cabinets, etc.), or Operations (e.g., front-end, back-end). Furthermore, ASMs may be asked to rotate through Merchandising, Specialty, and Operations assignments for the purpose of cross-training and development.
Responsibilities
Team Leadership
Interviews, selects, develops and provides direct leadership over a team of supervisors and associates that support product categories in assigned area
Models the behaviors that are needed to deliver SMART customer service, maintain an in-stock position, and keep the store clean and safe for customers
Sets clear and measurable service, sales and operational goals for the team, ensures the team’s effort supports those goals, and tracks progress on a daily basis
Connects with the team regularly to understand challenges they are facing and to remove obstacles
Provides recognition for demonstrating effective customer service behaviors and exceeding sales and operational goals at the individual and team level
Provides open and timely feedback, coaching, training, and mentorship to members of the team and encourages others to communicate openly and share constructive feedback
Manages performance of associates against established goals, taking action when necessary to address performance concerns.
Works with Supervisors to deliver formal disciplinary actions when performance issues among front-line associates are elevated
Provides meaningful development opportunities for individuals to enhance their skills, product knowledge and systems understanding
Encourages others to share ideas and empowers others to make decisions while providing guidance when necessary
Identifies any associate relations concerns and takes the appropriate action as needed, handling directly where appropriate and/or escalating issues to senior management or HR.
Program Execution
Drives execution of all service, sales and operational programs in assigned area by monitoring activities, providing feedback, and making adjustments where needed
Anticipates customer flow and work demand and appropriately redirects efforts and schedules to ensure proper coverage when and where needed
Anticipates spikes in sales and ensures the store has the in-stock position to support the demand
Avoids over-stocking and works through the appropriate channels to reduce inventories that could negatively impact profitability due to poor inventory turns and/or shrink
Identifies any barriers to superior service and communicates these along with solutions in a timely manner
Ensures that store operations do not impact the customer’s ability to see or interact with products
Serves as a primary escalation point for the most significant and impactful customer complaints.
Business Leadership
Manages store opening and closing procedures
Controls expenses including payroll and other controllable expenses, and manages payroll hours by confirming the schedule supports the forecasted payroll plan
Proactively builds and maintains collaborative relationships with cross-functional partners
Maintains knowledge of industry service, sales and operational trends and shares and applies knowledge where possible
Identifies sales opportunities and gaps in inventory/merchandising and creates specific plans of action to drive improved in-stock, sales, and margin performance
Looks for ways within respective departments to enhance the Pro customer experience and drive Pro sales
Anticipates and proactively addresses operational issues that could impact customer service levels and/or achievement of store sales goals
Manager-on-Duty (MOD)

Responsibilities Specific to the Operations ASM
Oversees all front-end and back-end operational programs (e.g., freight flow, delivery, fulfillment, cashiers, admin office, PUIS desk, etc.), driving productivity and efficiency in all nonselling activities
Drives collaboration between day and night operations teams to ensure effective flow of work between day and night operations and no unnecessary duplication of activities
Identifies any barriers to operational processes or the customer experience and communicates those barriers as well as solutions in a timely manner
Required Education/Experience

Minimum Qualifications:
Bachelor's degree and 1 year of experience leading associates in a retail environment OR 3 years of experience leading associates in a retail environment.
3 years of experience working in a fast-paced, cross-functional work environment.
1 year of experience performing manager-on-duty responsibilities, including management of daily store operations and processes within and beyond assigned areas of responsibility.
1 year of experience directly managing sales associates (commissioned or non-commissioned) (Specialty ASM).
Strong working knowledge of Microsoft Office Suite

Preferred Qualifications:
Bachelor's degree in related field.
Bachelor's degree, certification, or background in retail store freight flow logistics (Operations ASM).
5 years of experience leading service associates in a retail or consumer service industry (Merchandising ASM).
5 years of experience leading a high-performing sales team with direct reporting responsibility in retail, business to business, outside sales, or consumer service industry (Specialty ASM).
5 years of experience leading support/operations associates in a retail or consumer service industry (Operations ASM).
3 years of experience performing manager-on-duty responsibilities, including management of daily store operations and processes within and beyond assigned areas of responsibility.
Experience working in the home improvement retail sector.
Broad knowledge of interior/exterior product categories (e.g., flooring, cabinets, millwork, building materials, appliances, home décor, lighting, plumbing).
Experience working with store computer systems (including but not limited to: Project Tool, Genesis, M2O, Thin Client, etc.).