Lowe's—Director, Digital Chat and Agentic Support

Job description

Description: Innovate in Bengaluru This 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.  About 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 2025 sales of more than $86 billion. Lowe's employs approximately 300,000 associates and operates over 1,750 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 $86+ billion home improvement business at Lowe's. Our 5000+ 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 Chat & Agentic Support team enables Lowe’s to deliver high-trust, high-value customer support experiences and home improvement inspiration through human-assisted and agentic conversational channels at scale. The team combines Conversation intelligence & customer signals, Agentic Support strategy & evolution, Live-Agent Vendor delivery, and Performance & Governance to improve customer experience, support effectiveness and business outcomes. The team has responsibility for third-party service providers delivering live-agent chat while internally building robust conversation intelligence, measurement and governance capabilities to continuously improve agent effectiveness, customer trust, and business outcomes (including upselling/attachment opportunities within chat journeys). It works closely with Digital Product, Technology, AI/ML, Data Science and Operations partners across the U.S. and India to translate customer conversations and other digital signals for improving human and agentic support experiences, and influence customer-experience and product roadmaps. Core Responsibilities: - Leads and develops the Digital Chat & Agentic Support organization at Lowe’s India, establishing clear priorities, operating mechanisms and performance expectations aligned with Digital Commerce and Enterprise priorities. - Defines and drives the Chat & Agentic Support strategy in partnership with U.S. leaders, contributing to the multi-year vision, capability roadmap and operating model for Lowe’s conversational customer-support and home-improvement inspiration experiences. Uses customer needs, conversation intelligence, operational performance and economics to inform where experiences should be resolved through agentic capabilities, human-assisted support, or a combination of both. - Shapes the evolution of Mylow, partnering with Product, Technology, AI/ML, Data Science and Operations to identify and prioritize opportunities for better project experiences, improved issue resolution, better customer experiences and scalable support. - Builds a scaled conversation intelligence capability that systematically analyzes customer conversations and associated metadata to identify customer intents, emerging issues, experience gaps, escalation drivers, sentiment/emotion signals, commercial opportunities and other patterns that can inform business decisions. - Owns the measurement and performance framework across human-assisted and agentic chat, establishing KPI definitions, targets, governance and executive review mechanisms across customer and business outcomes, including containment, resolution, transfer/escalation, re-contact, response quality, customer effort, trust/defect rates and relevant conversion/attachment outcomes. - Owns the quality and evaluation framework for agentic and human-assisted conversations, including sampling strategy, annotation standards, evaluation rubrics, calibration, quality gates and scorecards designed to drive measurable improvement . - Influences agentic Product and Technology roadmaps by translating conversation analytics and performance signals into requirements and recommendations across workflows, tool use, knowledge coverage, routing logic, guardrails, policy handling, instrumentation and event logging. Partners with Product and Technology leaders to improve routing, handoffs and escalation between agentic and live-agent experiences while maintaining appropriate customer trust, quality and resolution outcomes. - Influences experimentation and test-and-learn, partnering with Product, Technology and Data Science teams to evaluate changes to prompts, tools, routing, knowledge, policies and conversational experiences using appropriate A/B testing, quasi-experimental or other measurement approaches. - Owns third-party live-agent chat delivery and vendor performance, providing end-to-end oversight of Lowe’s third-party live-chat service providers and ensuring delivery against contracted service levels and customer and business outcomes. Establishes vendor operating mechanisms and performance reviews across service levels, quality, productivity, capacity, customer experience and other agreed KPIs; identifies performance gaps and drives corrective actions and continuous improvement. - Owns vendor financial and budget management, including budget planning, forecasting, spend tracking and financial performance for third-party chat services. Partners with U.S. leaders, Finance, Sourcing and vendors to manage capacity and commercial trade-offs, identify productivity and efficiency opportunities, and ensure investments deliver appropriate customer and business value. - Evaluates emerging technologies and third-party capabilities in conversation intelligence, agent evaluation and agentic support; develops business cases, sponsors pilots and recommends adoption or standardization based on measurable customer and business impact. - Builds organizational capability and talent, hiring, coaching and developing high-performing managers and associates; creating succession and development plans; and continuously raising the bar for analytical rigor, customer orientation, innovation and executive-ready storytelling. - Stays current with industry developments across conversational commerce, customer service, AI agents, generative AI, conversation intelligence and digital customer experience, and translates relevant developments into opportunities for Lowe’s. Years of Experience: - 12+ years of total experience, preferably spanning Digital Commerce, customer experience, customer service, analytics, product strategy, AI-enabled customer support or technology-enabled operations. - 6+ years of leadership and people-management experience, including experience leading managers and/or large, multi-disciplinary teams. - Demonstrated experience defining strategy and leading large-scale programs involving customer support, conversational experiences, AI/agentic capabilities, conversation analytics or digital engagement. - Experience owning or providing senior leadership oversight for outsourced customer-service or digital-support operations, including vendor performance, service delivery and financial management. - Strong experience building measurement and performance-management capabilities, including KPI frameworks, quality programs, analytics, experimentation and executive reporting. - Demonstrated experience managing operating budgets, vendor spend and commercial performance in a scaled service-delivery environment. - Experience working with U.S.-based companies and/or U.S. stakeholders preferred. Required Minimum Qualifications: - Bachelor’s degree in Engineering, Statistics, Economics, Mathematics, Operations Research, Computer Science, or a related field. Preferred Qualifications: - MBA, MS in Analytics/Data Science, or equivalent advanced degree from a Tier 1 institution strongly preferred. - Six Sigma (Black Belt), Customer Experience, Quality Management or equivalent process-excellence certification preferred. - Relevant certifications or demonstrated expertise in AI/ML, generative AI, customer-service technology or Agentic Support are desirable. Skill Set Required - Strong domain understanding of digital customer support and conversational experiences, spanning human-assisted chat, AI assistants and agentic customer-service models. - Strong strategic understanding of AI and agentic customer support, including the opportunities, limitations and considerations associated with deploying AI agents across customer journeys. - Deep analytical acumen, with demonstrated ability to define KPI architectures, establish measurement and evaluation frameworks, synthesize complex data and translate insights into business decisions. - Strong understanding of conversation intelligence and quality evaluation, including intent/topic analysis, quality frameworks, root-cause analysis, segmentation and performance measurement. - Strong understanding of customer-service operations and performance management, including service levels, resolution, containment, quality, productivity, capacity, escalation management and continuous improvement. - Demonstrated experience managing large-scale third-party service providers, including performance governance, service delivery, contractual/SLA management, corrective actions and executive vendor relationships. - Strong executive communication and storytelling skills, with the ability to synthesize complex analytical, customer, operational and technology topics into clear strategies, priorities, trade-offs and recommendations. - Strong people leadership capability, including experience hiring, coaching and developing managers and multi-disciplinary teams. Secondary Skills (desired) - Assess & Develop Talent - Evaluating and developing people to effectively manage performance, fill talent gaps and help meet both personal and organizational goals. (Leadership Behavior) - Be Adaptable - Adapting approach and demeanor in real time to match the shifting demands of different situations. - Build Relationships - Effectively building formal and informal relationships inside and outside the organization. - Champion Lowe’s Mission - Painting a compelling picture of Lowe’s mission that inspires others to action. (Leadership Behavior). - Effective Communication - Developing and delivering communication that conveys a clear understanding of the unique needs of different audiences. - Demonstrate Organizational Insight - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics. - Drive Engagement - Creating a climate where associates feel valued and motivated to do their best to help Lowe’s achieve its objectives. (Leadership Behavior). - Ensure Accountability - Holding self and others accountable to meet commitments. - Innovate - Creating new and better ways to achieve goals and be successful. - Think Strategically - Seeing ahead to future possibilities and translating them into breakthrough strategies. 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.