Job
Description
Lowes is a FORTUNE 100 home improvement company that serves approximately 16 million customer transactions a week in the United States, with total fiscal year 2024 sales exceeding $83 billion. Operating over 1,700 home improvement stores and employing around 300,000 associates, Lowes is based in Mooresville, N.C. The company focuses on supporting the communities it serves through various programs aimed at creating safe, affordable housing, enhancing community spaces, nurturing skilled trade experts, and providing disaster relief. The Global Travel team at Lowes is dedicated to leading and optimizing the company's global corporate travel program. This team plays a crucial role in ensuring a smooth, responsive, and traveler-centric experience, particularly for event travel, executive stakeholders, and emergency response situations. As the Senior Manager of Global Travel, your primary responsibility will be to lead and enhance Lowes" global corporate travel program. This leadership role demands a strategic approach, operational excellence, and a strong customer service orientation to effectively manage both policy and people. Your core responsibilities will include: - Developing and continuously improving Lowes Global Travel Policy in collaboration with finance, HR, and risk functions. - Identifying opportunities to enhance the travel program in terms of savings, compliance, sustainability, and traveler satisfaction through data-driven insights. - Prioritizing a high-touch traveler experience by being responsive, empathetic, and caring, especially for executive-level travelers and executive admins. - Serving as the escalation point for complex or sensitive travel issues and ensuring timely resolutions. - Engaging with travelers and executive admins for feedback, satisfaction measurement, and service recovery. - Leading training, onboarding, and communications efforts to educate associates and admins on policy, systems, and support channels. - Collaborating with the Bangalore team to establish a white-glove support model with documented SLAs and issue-handling protocols. - Building trusted relationships with senior leaders, admins, and frequent travelers to align travel operations with Lowes" cultural expectations for service and professionalism. - Managing third-party providers such as TMCs, booking platforms (e.g., SAP Concur), and duty-of-care services to ensure adherence to customer service standards and negotiate contracts. - Providing oversight and coaching to associates in Bangalore who manage booking compliance, first-level traveler support, and daily operations for process consistency and continuous improvement. - Leading emergency travel coordination and communications during events impacting traveler safety or continuity, ensuring alignment with duty-of-care protocols and third-party services. The ideal candidate for this role should have 7-10 years of experience in Travel Program Management, Customer Service Operations, or Shared Services Leadership. A Bachelor's Degree in Business, Finance, Hospitality, or a related field is required. Additionally, the candidate should possess skills in Corporate Travel Expertise, Executive Support, Stakeholder & Cross-Functional Engagement, Vendor Management, Team Leadership (Offshore), Crisis & Risk Management, Analytical & Data Skills, and Service Orientation & Communication.,
