Store Operations Sr Analyst - Execution, HomeCare+

Lowe's Companies, Inc.•Mooresville, NC

1d•Onsite

About The Position

This position is based at our headquarters in Mooresville, North Carolina. Our corporate office is a space where you can collaborate and do your best work. Take a walk, grab a bite (or a cup of coffee), work out or get a check-up – we invest in you so you can find your inspiration. Your Impact The HomeCare+ Sr. Analyst provides real-time escalation support exclusively to Homecare associates - during in-home service execution. This role is responsible for assessing and resolving unexpected issues that arise in customers’ homes by guiding associates through safe, in scope solutions, authorizing approved workarounds, and coordinating third-party support when required This is a high-judgment, high-accountability role that operates in fast-paced, high-pressure situations. Sr. Analysts are empowered to make timely decisions that protect customer safety, support associate well-being, and uphold the Lowe’s brand experience.

Requirements

Bachelor’s degree Business, Management, Operations, or related field or equivalent years of experience in lieu of education requirement, if applicable
3+ years of experience with home improvement
Ability to troubleshoot mechanical and/or electrical issues remotely using structured questioning and critical thinking
Experience coaching, directing and supporting others through issue resolution
Good judgment and risk awareness, particularly in safety sensitive environments
Calm, confident, and directive communication style in high pressure situations
Ability to make timely decisions

Nice To Haves

Technical background in skilled trades, facilities, maintenance, field operations, or call center support
Experience supporting frontline associates and/or field leadership teams
Familiarity with residential systems and common home components (electrical, plumbing, appliances, safety devices)

Responsibilities

Serve as a live escalation point exclusively for HomeCare+ associates during in-home service execution
Responds to inbound calls, emails, and messages during assigned coverage hours
Provide calm, clear, step-by-step direction to associates in time sensitive situations
Instruct associates to stop work immediately when safety, scope, or risk concerns are identified
Evaluate situations and approve on-the-spot fixes and workarounds that remain within HomeCare+ scope and safety guardrails
Determine when to engage third-party professional assistance (e.g., plumbing, electrical, carpenter, etc.) and coordinate dispatch as needed
Own incidents end-to-end through resolution, including follow-up actions and detailed incident documentation
Identify trends and contribute to root cause analysis when recurring issues, risks or process gaps are identified
Partner closely with Store Operations leaders, field leadership, and the Contact Center associates to drive timely and safe outcomes
Escalate issues through established leadership channels when required
Coordinate with the Contact Center, which serves as the customer-facing liaison for all customer communication and any compensation related matters
Accurately document all incidents in the designated case management system
Track key details including time-to-resolution, actions taken, and resolution outcomes
Complete root cause analysis as needed and or required