About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 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.
Job Summary
The Director, Global HR Services (India) is responsible for leading and operationalizing Lowe’s HR Contact Center (Associate Care Center – ACC), which provides HR support services to associates based in the United States via phone, online case submission and live chat. This role ensures the delivery of a seamless, efficient, and high-quality experience by overseeing the day-to-day operations of the Center and ensuring alignment with enterprise HR service standards.The Director serves as the senior-most in-country leader for the Global HR Services function and is accountable for the effective delivery of HR services that support the U.S. retail business. With a focus on operational excellence and service optimization, this leader applies a data-driven approach to streamline processes, drive automation, and shift work to the most efficient service tiers.In addition to the HR Contact Center, the Director acts as the local leader and liaison for other U.S.-facing HR functions operating in India, ensuring alignment, coordination, and effective execution across these functions.This role partners closely with HR Operations and HR Centers of Expertise (COEs) to ensure service delivery meets or exceeds business expectations. The Director is also responsible for leading multi-site project initiatives and maintaining strong financial stewardship across supported departments.As a people leader, the Director fosters a culture of accountability, continuous improvement, and associate engagement. They are expected to mentor and develop talent, enable team problem-solving, and remove obstacles to ensure the delivery of world-class HR services.
Key Responsibilities
- Oversee day-to-day management of the HR Contact Center to ensure consistent, high-quality HR support for U.S.-based associates. Maintain service levels and resolve inquiries efficiently while fostering a customer-focused service environment.
- Define and execute the strategic vision for HR Services in alignment with enterprise goals. Partner with HR Operations leadership, HR Centers of Expertise (COEs) and cross-functional teams to identify and implement best practices, process enhancements, and service innovations.
- Hire, lead, and develop a large team, including salaried managers and hourly associates. Guide employee onboarding, training, and engagement. Mentor team members and identify growth and development opportunities through collaboration with peer directors and U.S. functional leaders.
- Provide on-site leadership and support across core U.S.-facing HR functions, including Payroll, HR Systems, Talent Acquisition, and HR Quality, ensuring alignment with organizational goals and consistent execution of HR strategies.
- Drive the creation, maintenance, and testing of process documentation (e.g., SOPs, contact center scripts, work instructions). Ensure complete, accurate, and up-to-date documentation in partnership with HR operations and compliance teams.
- Manage budgets, headcount, and P&L for the HR Contact Center function. Monitor support ratios and resource utilization to optimize costs while ensuring service delivery remains effective and scalable.
- Ensure adherence to HR policies, SOX requirements, and applicable labor and payroll regulations. Conduct audits and mitigate operational risks through proactive controls and cross-functional collaboration.
- Serve as a strategic partner to internal stakeholders, including COEs, HR Business Partners, and offshore teams, to ensure alignment of services with business goals and successful execution of multi-site initiatives.
Education
Required Minimum Qualifications
- 10+ Years Progressive HR experience, with at least 8 years in HR Shared Services or Contact Center leadership roles.
- 8+ Years Experience in people leadership role, managing both direct and indirect reports in a large-scale, matrixed environment
- 8+ Years managing HR service delivery for a U.S.-based or North American workforce.
- Proven experience in managing service level agreements (SLAs), key performance indicators (KPIs), and process governance in a shared services or captive center model.
- Demonstrated ability to manage multi-site operations, budgets, and complex organizational change initiatives.
- Experience working in a matrixed, cross-cultural environment, collaborating with senior stakeholders across countries and time zones.
- Strong communication skills, both verbal and written, with the ability to convey complex compliance topics to diverse audiences.
- Proven ability to identify and lead process improvement initiatives to enhance compliance, efficiency, and risk mitigation.
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.
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
