Sr Director Lowe's Protection Plans

• Owns the enterprise strategy and roadmap for Lowe's Protection Plans across retail digital aftermarket and subscription service contract offerings including offer design service model value proposition and future-state capabilities.
• Accountable for the overall P&L and financial performance of the LPP business including sales margin dollars margin rate close rate loss ratios reserves pricing vendor funding/support payment terms and profitability.
• Leads portfolio innovation and new product development; partners with Product Merchandising Merchandising Vice Presidents digital store and vendor teams to align service contract offers to category strategies and customer needs.
• Owns governance of the captive insurance program service quality claims/repair operations and customer experience; ensures third-party administrators contact centers claims teams and field repair providers deliver against defined standards and terms and conditions.
• Establishes vendor relationship management and accountability frameworks including oversight of negotiated contract guidelines MPSAs Statements of Work SLAs performance scorecards compliance requirements collateral marketing training contests and escalations.
• Uses financial operational customer vendor and industry data to identify trends risks and opportunities; draws metric-based conclusions and provides clear recommendations to senior leadership.
• Leads cross-functional development and execution of business processes technology and operational solutions that increase speed to value improve efficiency reduce customer friction and support in-store and online sales/service execution.
• Represents LPP as the subject matter expert and executive point of contact for Lowe's leadership; influences without direct authority across Merchandising Store Operations Lowes.com Marketing Training Finance Legal/Compliance Technology Contact Centers Claims and Repair Operations.
• Oversees the customer and store escalation strategy including timely resolution of service issues customer buyout processes and root-cause process improvements that reduce recurring complaints and improve loyalty.
• Builds leads and develops a high-performing team; sets priorities manages performance develops talent and succession plans and makes hiring and termination decisions in alignment with company processes.
• Ensures ongoing compliance with service contract terms and conditions captive insurance requirements vendor contracts claims practices and customer-facing communications.
• Leads executive business reviews and governance forums with internal and external stakeholders ensuring alignment between Protection Plans leadership strategy financial plans operational execution and customer experience outcomes.

• Bachelor's degree in Business Finance Marketing Merchandising Operations Risk Management Insurance or related field or equivalent years of experience in lieu of education requirement if applicable
• 10 years of progressively responsible experience in retail services merchandising operations product protection/extended service contracts service contract administration insurance/captive or customer experience leadership
• 7 years of experience managing P&L or financial performance for a large-scale multi-million dollar business including sales margin pricing reserves/loss ratios vendor economics and profitability
• 5 years of people leadership experience including leading managers/professionals assessing and developing talent managing performance and supporting succession planning
• Experience leading cross-functional enterprise programs and influencing senior stakeholders across merchandising stores digital/ecommerce marketing finance legal/compliance technology contact centers claims and vendor teams
• Experience negotiating and managing third-party administrator repair service provider or vendor relationships including contract governance KPIs SLAs Statements of Work MPSAs and escalation management
• Experience using data and analytics to develop business cases monitor performance identify risk improve customer outcomes and communicate recommendations to senior leadership

• Master's degree in Business Administration Finance Risk Management Insurance or related field
• Experience with service contract/extended warranty operations claims administration repair networks captive insurance risk/loss management or related regulated service offerings
• Experience in big-box retail home improvement major appliance/outdoor power equipment repair services field service operations or technology/process transformation across store and digital channels

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