{"id":3888320,"url":"https://alion.io/job/lowes-ind-manager-contact-center-ops","title":"IND_Manager_Contact Center Ops","company":{"id":1753694,"name":"Lowe's","domain":"lowes.com","url":"https://alion.io/company/lowes-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":4,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Alteryx","optional":true},{"name":"MicroStrategy","optional":true},{"name":"SAS","optional":true},{"name":"SPSS","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-11T03:28:53Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Innovate in Bengaluru\nThis position is based at our on-site office in Bengaluru. Lowe's offers an ultramodern work environment, complete with cutting-edge technology, collaborative workspaces, an on-site gym and clinic, and other perks to enhance your work experience.\nAbout Lowe’s\nLowe’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 Bengaluru, Lowe’s India develops innovative technology products and solutions and delivers business capabilities to provide the best omnichannel experience for Lowe’s customers. Lowe’s India employs over 4,200 associates across technology, analytics, merchandising, supply chain, marketing, finance and accounting, product management and shared services. Lowe’s India actively supports the communities it serves through programs focused on skill-building, sustainability and safe homes. For more information, visit, www.lowes.co.in.\nAbout the Team\nThe primary purpose of this role is to lead a team of Contact Center Business Intelligence Analysts in understanding customer feedback, utilizing advanced qualitative and quantitative analysis to inform decisions and provide information to senior leadership. This position serves as a leader and subject matter expert regarding providing meaningful, innovative, and valuable insights into how changes and events in specific areas, programs, etc. could have influence on Lowe's business. This position develops recommendations for solving complex experiences, leveraging industry trend data, market research, Voice of the Customer, associate feedback, in addition to other appropriate resources.\nThis position has responsibility for leading the team that defines measures of success for changes in the Contact Center, establishes the supporting metrics, completes the analysis and communicates the results to the appropriate leadership teams through data visualizations, presentations and storytelling. This team also provides business intelligence to inform decisions across Lowe's business functions to improve customer experiences. This position collaborates with stakeholders across the organization to define the ideal customer experience and how the experience will be delivered through the Contact Center channel.\nRoles & Responsibilities:\nCore Responsibilities:\nUtilizes a depth of knowledge of how to best manage disparate data sources, relevant external data and strong domain expertise in order to derive insights as to how specific events or changes in a particular program could potentially impact the business at Lowe's\nLeads a team of Business Intelligence Analysts working on analytics projects and works alongside those who perform more advanced project analysis and data modeling, ultimately ensuring that the final deliverable is high-quality and provides impactful insights\nEnsures the analytical model can be utilized by the business to better evaluate how specific events or changes in a program could affect Lowe's\nCollaborates across functions to understand business needs and deliver cohesive, concise analytics and modeling to aid in the determination of ways in which Lowe's can more effectively serve customers\nServes as a subject-matter expert, working with leading customer analytics and data modeling tools to inform and improve Lowe’s Contact Center practices\nDeploys results with a simple yet compelling message and recommendation that drives action on the part of the business leaders\nConfirms refreshment of models that are currently in place throughout the year, and explores other predictive model types to develop predictive statistical models for use in improving customer experiences\nWorks to ensure the appropriate data reliability and structure for analysis and with supplier-partners to ensure accurate, robust and actionable forecasting models\nDeploys results from the forecast models with a simple yet compelling message and recommendation that drives action on the part of the business leaders to allow them to make decisions to improve customer experiences\nEstablish Global working best practices to enable effective partnership and build execution ownership\nCreate & drive problem solving culture within teams to solve execution & business problems\nDrive operational excellence practices within the team\nYears of Experience:\nundefined\n8+ years of experience in Operations Management / Contact Center Management\nPrior experience in data analytics, visualization and customer experience\nExperience working with Contact Center practices, systems, and tools\n4+ years of prior leadership experience\nEducation Qualification & Certifications (optional)\nRequired Minimum Qualifications:List the education, certification, and work experience for an incumbent in the job. Enter the Minimum Qualifications and Preferred Qualifications as directed, and delete the areas not used.List the education, certification, work experience and skills required to minimally qualify an individual for the job.Bachelors degree in Business, Analytics, Programming, Operations Research or Related Field\n IV. Skill Set Required Primary Skills (must have)Experience in leading a team of analytical and operations associates\nExperience working with Contact Center practices, systems, and tools\nExperience in advanced analytical role working with analytic software (e.g., Alteryx, SAS, SPSS)\nDemonstrated ability to work cross functionally\nExperience in senior stakeholder management\nDemonstrated ability to bring thought leadership on an everyday basis\nExperience in Data mining and visualization tool such as PoweBI, SQL, Microstrategy and Excel\nExceptional problem solving and decision making skills\nAdvanced capability with Office applications (e.g., Excel, PowerPoint, and Access)\nExcellent problem-solving and time management skills\n\nLowe'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.","description_format":"text","description_chars":6421,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Retail & Shop Systems","Tools & DIY Supplies","Kitchens, Bathrooms & Home Improvement"],"lifecycle":[{"event":"open","at":"2026-11-06T20:22:36Z"}],"visa":[],"liveness":{"score":45,"band":"ok","label":"Likely open","p_open":1,"p_active":0.812,"p_room":0.55,"age_days":5,"expected_fill_days":4,"reasons":["conf:0","velocity","win:tail","comp:brand"],"computed_at":"2026-11-10T06:52:35Z"},"pay":null,"html_url":"https://alion.io/job/lowes-ind-manager-contact-center-ops","json_url":"https://alion.io/job/lowes-ind-manager-contact-center-ops.json","meta":{"generated_at":"2026-11-11T04:17:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4514,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1753694},"rest":"https://alion.io/mcp/rest/get_company?id=1753694"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flowes-ind-manager-contact-center-ops"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flowes-ind-manager-contact-center-ops"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flowes-ind-manager-contact-center-ops"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lowes-ind-manager-contact-center-ops\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flowes-ind-manager-contact-center-ops"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3888320}},{"tool":"search_jobs","arguments":{"company":"lowes.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3888320},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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