Job descriptionAbout Lowe’s
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2024 sales of more than $83 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 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.
About Lowe’s India
At Lowe's India, we are the enablers who help create an engaging customer experience for our $90+ billion home improvement business at Lowe's. Our 4000+ associates work across technology, analytics, business operations, finance & accounting, product management, and shared services. We leverage new technologies and find innovative methods to ensure that Lowe's has a competitive edge in the market.
To know more about Lowe's India, visit Lowes.co.in
About the Team
The Digital Post Purchase and Fulfillment team at Lowe’s India is an extension of the core post-purchase and fulfillment performance functions based in the U.S. The team focuses on strengthening the customer experience after checkout by driving fulfillment tracking and analytics, enabling proactive issue detection, and delivering actionable insights to improve reliability and outcomes across the order lifecycle. In parallel, the team supports day-to-day post-purchase execution through Post purchase support (excluding Customer Support and VoC) and Site Operations, partnering closely with U.S. functional leaders across Digital Commerce, Fulfillment/Supply Chain, Product, and Engineering to improve performance, operational stability, and customer trust.
Job Summary:
The Director, Digital Post Purchase and Fulfillment in Lowe’s India will lead multiple teams across the post-purchase domain, including Fulfillment Analytics, Post Purchase Support (excluding Customer Support and Voice of Customer/VoC), and Site Operations.
This role will be responsible for building a strong measurement and insights engine for fulfillment optimization, while simultaneously ensuring day-to-day operational excellence across post-purchase execution teams (e.g., customer rescue/issue resolution operations and site operations).A large part of this role will focus on end-to-end fulfillment performance analytics, including KPI definition, dashboarding, exception monitoring, root-cause analysis, and executive-ready insights to improve customer outcomes and business performance. The Director will partner extensively with functional leaders in the U.S. across Digital Commerce, Supply Chain/Fulfillment, Product, Engineering, and Operations to contribute actively to strategy building, roadmap development, KPI governance, and continuous improvement, while continuing to oversee day-to-day execution delivered by the India operations teams.
As a people leader, the Director will be accountable for hiring and developing talent within the organization to continuously raise the talent bar. This position will train, coach, guide and develop the team to meet current and future needs of Lowe’s and its customers.
Roles & Responsibilities:
Core Responsibilities:
- Leads, drives, and manages the Digital Post Purchase teams at Lowe’s India by delivering results that support Lowe’s Digital Commerce and Enterprise priorities. - Owns fulfillment tracking and analytics: In partnership with functional leaders in the U.S., defines the measurement framework, establishes KPI governance, and drives performance visibility across the fulfillment journey (e.g., order lifecycle, delivery performance, cancellations, substitutions, exceptions). - Builds a high-impact insights engine by partnering with Product, Tech, Data, and U.S. functional leaders to create actionable analytics, identify trends, and translate insights into prioritized interventions. - Defines and drives post-purchase strategy support by contributing to U.S.-led strategy building, roadmap development, and operating model design across post-purchase functions. - Establishes KPI definition, tracking, and review cadences (weekly/monthly/quarterly), ensuring clarity of ownership, targets, and performance narratives for senior stakeholders. - Operates as the primary India partner for U.S. functional leaders across Fulfillment, Post Purchase Support, and Site Operations—ensuring alignment on priorities, expected outcomes, and delivery timelines. - Oversees day-to-day operations execution across customer rescue/issue-resolution operations and site operations teams, ensuring strong SOP adherence, SLA performance, quality, and productivity. - Drives continuous improvement through process optimization, automation opportunities, and tooling enhancements; partners with Tech/Product teams to scale solutions and reduce manual effort. - Leads operational rigor including intake prioritization, triage mechanisms, runbooks, escalation management, and performance management to deliver predictable and high-quality outcomes. - Ensures site operations excellence by partnering with Engineering/Product on incident response, release readiness, defect triage, monitoring, and operational stability for key customer journeys. - Solves complex problems using multiple problem-solving tools and techniques to generate fact-based solutions, delegating tactical problems to managers, as needed. - Obtains, organizes, and aligns resources to complete multiple business objectives focused on the organization’s strategy; manages team capacity and delivery across analytics and operations workstreams. - Provides effective and consistent leadership to each direct report, which includes clear communication of goals and objectives as well as responsibilities and expectations; develops team by setting priorities and removing barriers. - Stays current with industry trends related to digital commerce post-purchase experiences, fulfillment analytics, and operational excellence, and applies learning to Lowe’s context.
Years of Experience:
- 12+ years of total experience - 6+ years of leadership and people management experience, including experience of leading large teams - 4+ years of experience in E-commerce / Digital Commerce / Digital Operations. - Strong experience in analytics-driven operations, fulfillment performance management, and cross-functional stakeholder leadership - Experience leading fulfillment analytics, post-purchase operations, incident/site operations, or similar functions. - Experience working with U.S.-based companies / U.S. stakeholders (preferred).
Education Qualification & Certifications
Required Minimum Qualifications
- Bachelor’s degree in engineering, Statistics, Economics, Mathematics, Operations Research, Computer Science, or a related field. - MBA, MS or equivalent business degree from a Tier 1 institution (strongly preferred). - Six Sigma (Black Belt) or equivalent process excellence certifications (preferred).
Skill Sets Required:
Primary Skills (must have)
- Strong understanding of E-commerce post-purchase journeys and the operational levers that influence customer outcomes. - Deep analytical acumen with demonstrated ability to define KPIs, build measurement frameworks, and drive decisions through data and insights. - Experience leading fulfillment performance tracking/analytics, including exception monitoring, root-cause analysis, and performance storytelling for senior stakeholders. - Demonstrated ability to influence at multiple levels of the organization and partner effectively with cross-functional leaders (Product, Tech, Supply Chain, Operations). - Strong problem-solving skills with a track record of driving measurable business outcomes. - Strong executive communication skills—verbal, written, and technical—enabling clear articulation of strategy, priorities, and trade-offs. - Strong people leadership capabilities with experience hiring, coaching, and developing multi-disciplinary teams (analytics + operations). - Strong operating discipline: ability to build scalable processes, manage SLAs, and drive execution rigor across teams.
Secondary Skills (desired)
- Knowledge of Order Management / Fulfillment systems, last-mile performance drivers, and digital commerce operational metrics. - Exposure to post-purchase customer rescue and escalations operations, incident management practices, release coordination, and operational stability for customer journeys. - Experience driving automation/tooling improvements (dashboards, workflow tooling, monitoring, knowledge management). - Familiarity with gen AI applications in post purchase journeys.
