Manager, Merchandising Operations

About Lowe's

Lowe's is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 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, 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 India, the Global Capability Center of Lowe's Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI / ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe's India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India

About The Team

The Merchandising Operations team is spread across Enterprise Item Content, Operational Services and Vendor Compliance. Our Mission is to deliver a modernized omni merchant and vendor experience with a focus on speed and quality of service, enriched merchandising experience and sustainable operations. Across the team we focus on 100% accuracy while onboarding new suppliers & maintaining their profiles as well as setting up items and maintaining them. Product Experience is key as we maintain Item Health, Content, Data Quality and launch readiness through PLR. Effort is on Merchandising Enablement in the form of MS simplification, vendor funding, speed to market and data governance & enablement. Through Modernization work we look at item modernization, reset excellence, single source of data and reset or service tech. Vendor Engagement and performance concentrate on vendor score card, compliance and negotiations. Last, but not the least, specialized capabilities to support the Private Brand Catalog Management make up the Merchandizing Operations function in Bangalore.

Job Summary

Lead and develop a team of Analysts managing Lowe's Ticket Management Tool, ensuring timely vendor and business issue resolution.

• Lead and mentor a high-performing team of Senior Analysts, Analysts, and Associate Analysts managing Lowe's Ticket Management Tool operations.
• Oversee end-to-end ticket management processes ensuring timely resolution for vendor-related and internal business issues.
• Collaborate with cross-functional teams including Technology, Product, Merchandising, Finance, and Store Operations to drive process excellence.
• Act as a key liaison between Lowe's India, global teams, and external vendors to ensure seamless communication and resolution of issues.
• Manage Return to Vendor (RTV) and Buy Back processes by coordinating with Merchants, Finance, and Store Operations for accuracy and compliance.
• Partner with Tech and Product teams to identify, escalate, and resolve system-related or process automation issues.
• Provide strategic insights to improve ticket management efficiency, enhance vendor experience, and reduce resolution turnaround time.
• Oversee the delivery of Tier 1 support for other business teams, ensuring high service quality and adherence to SLAs.
• Track, analyze, and report key operational metrics to leadership, driving continuous improvement across functions.
• Foster a culture of accountability, collaboration, and operational excellence within the team.

Roles & Responsibilities

Key Responsibilities

Years Of Experience

Education Qualification & Certifications (optional)

Required Minimum Qualifications

Skill Set Required

Primary Skills (must have)

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.

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.

Skills Required

issue resolution , Stakeholder Management, Process Optimization