Night Operations Department Supervisor

Job Description

I. Job Summary:

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 Operations Department Supervisor, this means:

• Removing barriers, addressing inefficiencies, and enabling staff to provide the best service.
• Collaborating with front-end and back-end operations associates to ensure items are adequately stocked.
• Monitoring use of store power equipment and coaching employees on safe behaviors and lifting techniques.

The Operations Department Supervisor is primarily responsible for leading and enabling a team of associates to deliver the best possible customer experience in the store. This includes coaching and training associates, delegating, following-up on daily tasks, managing performance, and ensuring adequate department coverage. The Operations Department Supervisor impacts Lowe’s mission daily by planning, scheduling, monitoring, and successfully implementing all non-selling operations in the front-end or back-end of the store, facilitating the store’s ability to provide a superior customer shopping experience and maximize sales and profitability.

To be successful, the Operations Department Supervisor must collaborate and communicate with other
Department Supervisors and ASMs to determine the most effective methods for meeting service, operations, and safety objectives. The individual in this role must continuously drive efficiencies and be able to teach others the skills needed to maintain effective store operations. It is important that this associate communicate upward to keep management informed of concerns, issues, recognitions, and morale.

The Operations Department Supervisor helps keep our store safe by conducting safety walks, reporting hazards, training and monitoring staff, and understanding all safety and lifting requirements.

In addition to the responsibilities summarized above, individuals in this role may occasionally open or close the store or serve as manager-on-duty (MOD).

Travel Requirements: This role does not regular travel; however, this role may need to travel on occasion to meetings, trainings, or to support neighboring stores.

II. Essential Responsibilities:
Team Leadership

• Assigns team members to activities, ensuring staff coverage meets customer demands and redeploying when necessary to support needs throughout the department.

• May participate in interviews and provide input into selection decisions for new associates in assigned area.

• Connects with the team on a daily basis to understand any challenges they are facing, elevating issues when necessary.

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• Provides open and timely feedback and performance coaching to members of team, redirecting any problematic or ineffective behavior when necessary; partners with ASM when formal disciplinary action is needed.

• Encourages team to share ideas and best practices for delivering outstanding customer service and accomplishing important support activities.

• Empowers others to make decisions while providing guidance when necessary.
• Provides recognition for accomplishing goals and demonstrating effective behaviors.
• Fosters an environment of associate growth and development, ensuring associates are confident and competent to perform their job through coaching and regular performance feedback.
• Identifies any associate relations concerns and takes the appropriate action as needed, including elevating concerns to senior management or HR.

Operational Excellence

• Empowers and coaches team to follow proper processes and achieve operational efficiencies to present department areas that are prepared and conducive to SMART customer service and sales.

• Monitors and drives team to achievement of key operational performance metrics.
• Identifies any barriers to operational processes or the customer experience and communicates those barriers and implements solutions in a timely manner.
• Responds quickly and effectively to unexpected events (e.g. callouts/no-shows, unscheduled deliveries) by reprioritizing tasks.
• Monitors the use of store power equipment, ensuring that it operated safely at all times and addressing any violations with associates.
• Maintains a focus on safety, security and shrink prevention by ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that steps are taken on a daily basis to maintain inventory and shrink budget integrity.

• Conducts daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risks.

Continuous Operational Improvement

• Recommends operational strategies to reduce unproductive time, waste or product loss and encourages team to do the same.
• Analyzes operational activities and determines ways to reduce the impact on the customer.

Self Leadership

• Seeks performance feedback from others and pursues self-development opportunities.
• Proactively builds and maintains collaborative relationships with cross-functional partners.
• Sets an example for others by adapting quickly and effectively to work challenges and organizational change.

Responsibilities Specific to the Front-End Department Supervisor

• Oversees and drives efficiencies in front-end operational activities (e.g. check outs, returns, overrides, till audits, PUIS Desk or product staging for pickup in store, etc.).

• Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to customer inquiries, and proactively addresses customer concerns.

• Ensures that the appropriate headcount is allocated in each check-out and administrative area (e.g.,

Garden, Pro, and Front register areas, Customer Service and Returns Desks, Head Cashier posts, PUIS
Desk, Money Room).

• Researches shortages or overages, deposits cash in the bank, and handles register pulls and loans
• Monitors Customer Service desk activity, supporting when needed.
• Performs payroll closeout process.

In addition to the above responsibilities, this individual is held accountable for other duties as assigned.
Responsibilities Specific to the Back-End and Night Operations Department Supervisor

• Oversees and drives efficiencies in back-end operational activities (e.g., receiving and stocking inventory, assembling product, controlling freight flow, area recovery, delivery staging, etc.).

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• Ensures that back-end operations do not impact the customer or the customer’s ability to shop the store (e.g., the floor is clear, items are stocked).

• Drives completion of activities that ensure efficient disbursement of product from receiving to sales departments such that shelves and top stock are consistently replenished (e.g., receiving/unloading of freight, stocking).

• Ensures products are stocked and fronted according to planograms, moving top stock down when necessary, taking note of areas where merchandise is low, and keeps aisles clear and neat

• Drives the completion of activities that support an efficient and safe delivery process (e.g., pick and stage product for delivery).

• The Department Supervisor Night Operations is responsible for these activities during the overnight shift during which this manager is often the only key carrying manager in the building.

In addition to the above responsibilities, this individual is held accountable for other duties as assigned.
Manager-on-Duty (MOD)

• Provides full leadership over the store, driving engagement, customer service, and staffing and operational efficiency.

• Walks the store, observing customer/associate interaction and providing in-the-moment coaching.
• Ensures associates are equipped and prepared to deliver quality sales and service.
• Ensures Specialty and Pro areas are properly staffed for customer traffic, engaging with customers, and driving sales.
• Shifts associates to areas of high customer traffic or department hotspots as needed.
• Manages associate response to call buttons.
• Validates that aisles remain clean, safe and free of clutter.
• Hands off shift observations in-person to the next MOD.
• Funnels non-MOD activities (e.g., customer complaints, management approvals, and other run the business activities including opening and closing the store) to appropriate non-MOD leaders.

III. Competencies Needed:

Core Competencies
Focus on Customers

• Holds self and others accountable for delivering SMART customer service.
• Addresses gaps in team’s ability to meet customer needs.
• Gathers customer satisfaction input on behalf of team.
• Aligns business processes to customer needs.

Deliver Results

• Motivates individuals and teams to achieve meaningful results.
• Encourages others to persist despite setbacks.
• Fosters a sense of urgency in others.
• Keeps team focused on the most critical priorities.

Take Action

• Translates plans into clear actions for self and others.
• Drives others to take timely action.
• Keeps things prioritized appropriately.
• Addresses issues quickly.

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Show Courage

• Helps others take a stand and face adversity.
• Confronts tough organizational issues.
• Delivers difficult messages directly.
• Demonstrates the courage to say "no".

Continue Learning

• Pursues challenging assignments that build capabilities.
• Seeks and accepts feedback from others and takes steps to improve.
• Fosters an environment that helps others develop their skills.
• Encourages the sharing of useful, real-time feedback and learnings with each other.

Leadership Competencies
Assess & Develop Talent

• Accurately evaluates the performance and developmental needs of others.
• Assesses individual and team capabilities to ensure the talent is in place to accomplish current and future work.
• Provides useful, real-time coaching, feedback and developmental opportunities to others.
• Aligns the development goals and activities of others to organizational objectives.

Drive Engagement

• Empowers others to make decisions and own their work.
• Ensures that all team members are motivated to work toward common goals.
• Reinforces associates’ overall well-being by supporting healthy work-life balance.
• Provides praise, recognition, and rewards for strong performance.

Champion Lowe’s Mission

• Ensures the Lowe’s mission is cascaded effectively to all team members.
• Communicates the Lowe’s mission in a way that allows others to relate and buy in.
• Helps others envision what is possible for the company’s future.
• Ensures that others understand how their contributions align to the mission and make a positive impact.

Functional/Technical Competencies
Safety Orientation
Maintains awareness of workplace conditions that affect associate and customer safety by:

• Adhering to company safety policies and procedures while working.
• Completing work in a safe manner, caring about safety of self, others, and customers.
• Responding appropriately in an emergency.
• Reporting unsafe conditions.

Communicate Effectively

• Adjusts communication content and style to the audience as needed.
• Breaks down communication barriers between others.
• Encourages candid and open communication among groups.
• Practices active listening skills to verify understanding.

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Direct Work

• Coordinates and integrates the work of others to avoid duplication of effort.
• Delegates responsibility and conveys clear expectations to others.
• Intervenes appropriately to remove obstacles.
• Monitors others’ progress.

Solve Complex Problems

• Coaches others to analyze information and evaluate alternatives to solve problems.
• Defines complex issues clearly despite incomplete or ambiguous information.
• Draws on multiple perspectives and sources to better understand and solve problems.
• Asks the right questions to stimulate critical thinking and help others accurately analyze complex situations.

IV. Dimensions of the Job

SCOPE OF POSITION:
Number of Total Staff: 15-60

Direct Reports (Salaried):

Direct Reports (Hourly): 15-60

Indirect Reports (Salaried):

Indirect Reports (Hourly):

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DIRECT REPORTS:

Direct Report Title Job Function

Customer Service Associate Front-End Provides superior customer service by assisting customers with their shopping needs and checkout experience

CSA Loader and Pro Loader Assists customers with loading purchased merchandise into their vehicles

Head Cashier Manages all checkout functions and provides customer service by addressing issues that arise
Plans and executes delivery activities including preparing delivery

Delivery Driver, Non-CDL Driver loads, following planned delivery routes, and assisting with merchandise installations or returns

Receiver/Stocker Receives, unloads, and stages freight and incoming merchandise

Fulfillment Associate Pulls and prepares orders, replenishes shelves, and loads merchandise
Receiving Clerk Processes freight and incoming merchandise

RTM Clerk Works with vendors and manufacturers to handle merchandise returns

Installed Sales Coordinator Primarily responsible for coordinating and scheduling installations for customers
Support and coordinate delivery activities, including 3rd-party

Delivery Coordinator deliveries, same day delivery and traditional box truck and flatbed deliveries from the store

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WORK REQUIREMENTS:

• Hourly Full Time: Generally scheduled 39 to 40 hours; more hours may be required based on the needs of the store.

• Requires morning, afternoon and evening availability any day of the week.

Work Schedule * Department Supervisor Night Operations is required to work the overnight shift.

• Requests to be scheduled off for a specific day require advanced notification and approval by supervisor.
• Move throughout all areas of the store including the sales floor, receiving, area, register areas, lawn and garden, as well as the outside perimeter of the store with or without a reasonable accommodation.

• Wear all necessary personal protective equipment to perform job functions.

• Stand, sit, and/or walk continuously with or without reasonable accommodation and perform job functions for a full shift with meal break.

• Bend, stoop, kneel, reach, twist, lift, push, pull, climb (ladders, stairs), balance, and/or crouch on a daily basis to accomplish work activities.

• Minimally must be able to lift 25 pounds without assistance; may lift over

25 pounds with or without assistance.

Physical Job
Requirements Store guidelines to moving merchandise:

• Lifting and moving merchandise methods will vary depending on ability of associate, weight of merchandise, and volume of product; associates must follow store lifting guidelines.

• A single lift by one associate should not exceed 75 pounds with or without accommodations.

• Team lifts should be utilized minimally starting at 75 pounds.
• Powered equipment should be used when needed dependent on load and volume. (Associate must have proper training to utilize power equipment or ask a trained coworker for assistance).

• May be subject to both inside and outside environmental conditions.
• Not necessarily protected from weather and temperature changes;

Environmental possible exposure to hot, cold, wet, humid or windy weather conditions.
Concerns * Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distraction.

• Exposure to shaking objects and equipment.

V. Qualifications

Required Minimum Qualifications:

• High School Diploma or equivalent and 3 years of experience in a retail environment OR 5 years of experience in a retail environment.
• Experience providing direction or supervision to teams (with or without direct report responsibility).
• Experience supporting or participating in the process of training, mentoring and developing associates.
• Experience working cross-functionally.
• Strong working knowledge of Microsoft Office.
• Ability to obtain sales related licensure or registration as may be required by law.

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Preferred Qualifications:

• Experience supporting front-end or back-end operations in a retail environment.
• Experience in customer service role.
• Experience in a leadership role with direct report responsibility.
• Experience working in the home improvement retail sector.
• Experience working in a fast paced, dynamic retail environment.
• Experience in key carrying role with manager-on-duty responsibilities.
• Experience using store computer systems (including but not limited to: Project Tool, Genesis,

Sterling, M2O, Thin Client, etc.).

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift

Education:

• High school or equivalent (Preferred)