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 is a FORTUNE® 100 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.

About Lowe’s India

Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India

About the Team :
The Supply Chain Operations team supports the broader Supply Chain organization through centralized issue management and resolution coordination for operational issues impacting Lowe's field locations and Supply Chain network.
The team serves as a central point of coordination, connecting field partners with the appropriate Supply Chain, Technology, and cross-functional teams to investigate and resolve operational issues.
Through structured case management, proactive follow-up, and analysis of recurring issues, the team helps improve issue visibility, resolution effectiveness, and the overall field support experience.

Job Summary :

The Supply Chain Analyst (IM) is responsible for managing and coordinating the resolution of Supply Chain operational issues raised by Lowe’s field partners.
 

The Analyst serves as a central point of contact for incoming issues, assessing the request and business impact, performing initial investigation and troubleshooting, and identifying the appropriate Supply Chain, Technology, or cross-functional team required for resolution. The role maintains ownership of the case through its lifecycle by coordinating across teams, following up on outstanding actions, communicating meaningful updates, and driving issues toward resolution.
 

This role requires a strong understanding of Supply Chain processes and the ability to connect issues to relevant upstream and downstream processes and systems. The Analyst is expected to look beyond the immediate request to understand the underlying problem, ask the appropriate questions, and provide partner teams with sufficient information to enable effective troubleshooting and resolution.
 

In addition to individual case management, the Analyst identifies recurring issue themes and process gaps, supports operational reporting, maintains process documentation, and partners with stakeholders to improve the effectiveness of the Issue Management process and field support experience.

Roles & Responsibilities:

Core Responsibilities:

• Manages Supply Chain operational issues received from field partners through established Issue Management channels and case management processes.
• Reviews and triages incoming cases to understand the issue, determine business impact and urgency, gather relevant information, and identify the appropriate path toward resolution.
• Performs initial investigation and troubleshooting using available systems, documentation, data, and established resolution procedures before engaging additional support teams.
• Coordinates with Supply Chain, Technology, and other cross-functional teams when issues require specialized functional or technical expertise and maintains ownership of follow-up through resolution.
• Provides clear and timely communication to field partners regarding issue status, actions taken, dependencies, next steps, and resolution.
• Develops a working understanding of Lowe's Supply Chain processes, systems, and upstream/downstream dependencies to effectively investigate issues and engage the appropriate partners.
• Prioritize cases based on business impact, urgency, operational risk, and established service expectations.
• Maintains accurate case documentation, including issue details, investigation performed, stakeholder actions, resolution, and relevant supporting information.
• Identifies aging cases, unresolved dependencies, and potential escalations and proactively engages the appropriate partners to move issues toward resolution.
• Identifies recurring issue themes, systemic problems, and process gaps through analysis of case trends and operational data and raises opportunities for corrective or preventive action.
• Partners with cross-functional teams to understand root causes and support improvements that reduce recurring issues or improve the field support experience.
• Establishes and maintains operational reporting and metrics related to case volumes, aging, service levels, escalations, issue categories, and resolution performance to provide visibility into Issue Management operations.
• Develops and maintains SOPs, knowledge documentation, troubleshooting guidance, and process updates to support consistent issue resolution across the team.
• Executes established Issue Management processes while identifying opportunities to improve case intake, triage, routing, communication, resolution, and reporting.
• Serves as a knowledgeable resource for Supply Chain operational questions and helps connect field partners with the appropriate processes, resources, or functional teams.

Years of Experience:

• 2+ years of experience in Supply Chain and Supply Chain Operations, preferably in retail.

• 2+ years of Retail experience.

• 1+ years in Supply Chain issue management

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

• Bachelor’s/master’s degree in engineering /supply chain management or related field.

• MBA or master’s degree in supply chain would be a plus.

Skill Set Required

Primary Skills (must have)

• Experience in Supply Chain Management within the Retail industry.
• Familiar with Inventory Management, Planning, Forecasting, and Transportation processes and systems. 
• Manages Supply Chain operational issues received from field partners through established Issue Management channels and case management processes.
• Reviews and triages incoming cases to understand the issue, determine business impact and urgency, gather relevant information, and identify the appropriate path toward resolution.
• Performs initial investigation and troubleshooting using available systems, documentation, data, and established resolution procedures before engaging additional support teams.
• Coordinates with Supply Chain, Technology, and other cross-functional teams when issues require specialized functional or technical expertise and maintains ownership of follow-up through resolution.
• Provides clear and timely communication to field partners regarding issue status, actions taken, dependencies, next steps, and resolution.
• Develops a working understanding of Lowe's Supply Chain processes, systems, and upstream/downstream dependencies to effectively investigate issues and engage the appropriate partners.
• Prioritize cases based on business impact, urgency, operational risk, and established service expectations.
• Identifies aging cases, unresolved dependencies, and potential escalations and proactively engages the appropriate partners to move issues toward resolution.
• Identifies recurring issue themes, systemic problems, and process gaps through analysis of case trends and operational data and raises opportunities for corrective or preventive action.
• Partners with cross-functional teams to reduce recurring issues or improve the field support experience.
• Establishes and maintains operational reporting and metrics related to case volumes, aging, service levels, escalations, issue categories, and resolution performance to provide visibility into Issue Management operations.
• Develops and maintains SOPs, knowledge documentation, troubleshooting guidance, and process updates to support consistent issue resolution across the team.
• Executes established Issue Management processes while identifying opportunities to improve case intake, triage, routing, communication, resolution, and reporting.
• Serves as a knowledgeable resource for Supply Chain operational questions and helps connect field partners with the appropriate processes, resources, or functional teams.
   

Secondary Skills (desired)

• Experience with SQL, Power BI, or comparable data mining and visualization tools.
• Experience working with case management, ticketing, workflow, or service-management platforms.
• Experience analyzing operational case data to identify recurring problems, root causes, and improvement opportunities.
• Familiarity with retail field operations, distribution centers, fulfillment operations, inventory management, replenishment, or transportation processes.

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.