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

• Team Leadership: Manage, coach, and develop a team of analysts across levels to ensure high performance and professional growth.
• Ticket Management Operations: Oversee ticket intake, triage, prioritization, and resolution workflows within Lowe’s Ticket Management Tool.
• Cross-Functional Collaboration: Partner with internal stakeholders such as Technology, Product, Merchandising, Finance, and Store Operations to resolve issues effectively.
• Vendor Relationship Management: Collaborate with vendors and global teams to maintain clear communication, resolve escalations, and ensure compliance with service standards.
• Process Management: Lead the Return to Vendor and Buy Back operational processes, ensuring alignment with business goals and policies.
• Technical Liaison: Work closely with Tech and Product teams to identify system gaps, propose enhancements, and ensure timely fixes.
• Performance Tracking: Monitor KPIs, ticket trends, and service levels to identify root causes and implement process improvements.
• Service Delivery Excellence: Oversee Tier 1 support functions, ensuring quick and accurate responses to internal business queries.
• Continuous Improvement: Drive automation, standardization, and process efficiency initiatives across ticket management and vendor operations.
• Stakeholder Communication: Provide regular updates, dashboards, and insights to leadership and global teams on performance, challenges, and opportunities

Years of Experience

• 10+ years of total experience, with at least 3–5 years in a managerial or team lead role within retail, shared services, or operations environments.

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

• Bachelor’s degree required; MBA or equivalent postgraduate qualification preferred.

Skill Set Required

Primary Skills (must have)

• Proven experience in vendor operations, ticketing systems management, or cross-functional business support functions.
• Demonstrated success in process optimization, issue resolution, and stakeholder management across global teams.
• Prior exposure to retail or e-commerce domains preferred.
• Strong understanding of data-driven decision-making and KPI management.

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.