IND-Manager_Digital Commerce Support

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® 50 home improvement company serving approximately 17 million customer transactions a week in the U.S. The total fiscal year 2022 sales were over $97 billion; Approximately $92 billion of sales were generated in the U.S., where 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 and helping to develop the next generation of skilled trade experts. 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 $97 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 Commerce team at Lowe’s India is an extension to the Core Digital Commerce function at Lowes’ Headquarters in Mooresville. The team in India in partnership with Mooresville, Serve as the primary point of contact for internal and external customers for the digital business, managing day-to-day issue resolution, responding to general inquiries, and executing urgent actions on behalf of the Digital Commerce organization. The team acts as the first line of defense for any issues related to the digital workfront, ensuring Lowes.com remains operational and provides a seamless shopping experience across all digital platforms. By maintaining continuous vigilance and proactive management, contribute to delivering exceptional service and support that enhances the customer journey and upholds the integrity of our digital presence.

Job Summary:

The Manager, Digital Commerce Support owns a functional area within Digital Commerce Support and is accountable for operational excellence, people leadership, and cross-functional alignment. This role is responsible for delivering consistent, high-quality execution while reducing operational risk and improving digital customer experience. Manager leads multiple Team Leads or a larger team structure and drives mid-term operational strategy, capacity planning, and performance management. This role ensures the function operates as a scalable, resilient support engine aligned to enterprise digital priorities

Roles & Responsibilities:

Core Responsibilities:

Functional & Operational Ownership · Owns end-to-end operational health for a defined Digital Commerce Support & Order Resolution vertical, with accountability for stability, scalability, and customer experience outcomes · Drives performance against SLAs, backlog health, aging, resolution velocity, and defect recurrence through structured analytics and trend monitoring · Establishes leading and lagging indicators to proactively identify operational risk, revenue exposure, and CX degradation · Conducts periodic deep dives into order flows, pricing, promotions, inventory sync, fulfillment routing, and payment exceptions to uncover systemic gaps · Implements structured Root Cause Analysis (RCA) frameworks (5-Why, Fishbone, defect categorization) and ensures corrective and preventive actions are tracked to closure · Translates operational data into actionable insights that influence upstream process design and platform improvements · Acts as the subject matter expert for assigned Digital Commerce Support & Order Resolution vertical, with deep understanding of end-to-end flows across OMS, pricing, promotions, inventory, and fulfillment · Provides guidance on complex issue scenarios, edge cases, and system interactions to ensure consistent and accurate resolution · Identifies gaps in current processes and defines improvements to strengthen operational reliability and execution consistency --- Analytics, Insights & Continuous Improvement · Builds and institutionalizes analytical dashboards (Power BI / Adobe Analytics / internal tools) to monitor issue trends, financial exposure, and customer impact · Leads recurring business reviews using data storytelling to highlight emerging risks, systemic patterns, and improvement opportunities · Performs impact quantification (revenue at risk, margin leakage, customer fallout) to prioritize initiatives and escalate appropriately · Drives reduction in repeat incidents through structured defect elimination programs and cross-functional remediation roadmaps · Partners with Technology and Product to reduce manual interventions through automation, workflow redesign, and system enhancements · Establishes governance around incident documentation, knowledge repositories, and learnings from major events · Uses domain expertise to interpret trends and distinguish between execution issues and systemic defects · Prioritizes improvement initiatives based on business impact, operational feasibility, and alignment with team capacity · Drives adoption of best practices and standardized playbooks across pods to improve consistency and reduce variability --- Incident, Issue & Program Management · Leads Tier 1 and high-impact incident management, coordinating war-room governance, stakeholder updates, and executive-ready communication

· Owns major incident lifecycle from detection through containment, resolution, RCA, and preventive action tracking · Drives post-incident reviews with measurable commitments and follow-through accountability · Oversees readiness planning for peak events and omni-channel launches (holiday, promotional events, new capability rollouts) · Ensures operational playbooks, contingency frameworks, and fallback mechanisms are documented and tested · Manages cross-functional programs aimed at reducing systemic friction across OMS, Inventory, Pricing, Promotions, and Checkout ecosystems --- Strategic & Cross-Functional Leadership · Acts as a thought partner to Product, Engineering, Merchandising, Brand Advocates, and Supply Chain by translating operational friction into roadmap inputs · Influences prioritization decisions using data-backed narratives tied to revenue protection and customer trust · Serves as the primary escalation point for senior stakeholders across India and US teams · Represents Digital Commerce Support & Order resolution in enterprise governance forums and cross-functional steering committees · Aligns mid-term operational strategy with enterprise digital transformation initiatives · Contributes to mid-term (2–4 quarter) strategy for the assigned vertical, focusing on defect reduction, process simplification, and scalability · Provides input into roadmap discussions by representing operational constraints, dependencies, and readiness considerations · Balances short-term operational needs with longer-term improvement initiatives to ensure sustained performance --- Risk, Controls & Governance · Sets clear rules for how and when issues are escalated, puts guardrails in place to limit financial risk, and ensures processes follow required policies · Keeps a close watch on pricing accuracy, promotion setup, order flow, and refund activity to prevent errors and revenue loss · Puts monitoring in place to spot site issues or system failures early, before they become major problems · Maintains proper documentation and records so the team is always prepared for audits and leadership reviews · Applies strong domain knowledge to identify potential failure points across order lifecycle and proactively mitigates risks · Ensures consistent application of controls and processes across teams to minimize variability and operational gaps--- People, Talent & Organizational Leadership · Leads Team Leads and/or Lead Analysts with clear performance standards, outcome-based accountability, and development pathways · Drives workforce planning and capacity modeling based on seasonality, volume forecasting, and event-based demand · Coaches leaders on structured problem solving, stakeholder influence, and analytical rigor · Builds a high-performance culture focused on ownership, data-driven decision-making, and proactive issue prevention · Develops succession pipeline and strengthens leadership bench within Digital Commerce Support & Order Resolution.

Years of Experience

· 10+ years in Ecommerce / Digital Commerce · 3–5+ years of people leadership experience · Retail industry experience preferred

III. Education Qualification & Certifications (optional)

Required Minimum Qualifications:

Graduate in any discipline

IV. Skill Set Required

Primary Skills (must have)

Strong omnichannel retail knowledge

Operational risk management

Advanced stakeholder management

KPI design and performance management

Strong decision-making under ambiguity

Experience leading Tier 1 event readiness

Secondary Skills (desired)

Analytics proficiency (Power BI, Adobe Analytics)

Exposure to OMS, Inventory, Pricing, and Promotion systems

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.