Senior Analyst, Chat Operations

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, visitLowes.com

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, visitLowes India

Job Summary:

The primary purpose of this role is to assist with the delivery of a digital commerce segment, chat operations, with guidance as needed. Workstreams may include 3rd party vendor management, agent operations, and/or voice of the customer work. This includes responsibility for supporting digital focused work streams end-to-end through the development, execution, administration activities, and implementation stages to ensure excellence. Overall, this role contributes to digital commerce segments that play an important role in moving the digital business forward by driving ongoing improvements.

The successful candidate will be an individual who has the ability to identify and support strategic improvement initiatives for chat operations performance, while being able to dive deep into areas of opportunity and develop solutions and processes towards improvements. This associate will work cross-functionally with multiple technical and operational teams within the Lowe’s organization

Roles & Responsibilities:

Oversee the customer-facing chat front-end, enabling seamless interaction between customers and both chatbots and human agents.

• Enhance the chat experience on Lowe’s platforms, ensuring minimal disruption to key website functions and maximize chat participation while reducing negative customer feedback and blocking issues.

• Manage the Salesforce platform that connects agents with customers, ensuring a smooth exchange of dynamic content such as links, images, and forms.

• Monitor customer intents, transcripts, and survey responses to identify areas for improvement.

• QA monitoring and calibrations with 3rd party site, ensuring that the vendor is aligned with our policies and executing accordingly, resolve root causes and implement glide paths to improvement

• Analyze data, understand trends within the data and provide valuable and actionable insights regarding the data. Strong analytical experience in analyzing intents, bot popularity, frequency, and usage

• Drive Reporting, dashboarding and insights for strategic decision making.

• Supports the Lead & manager in Development and definition of Process and projects for the team, refines manages execution for improvement and measures the KPIs.

• Analyzes multiple sources of data (e.g. sales, customer feedback, conversion, LTR) to identify areas of optimization, create hypotheses, and define business value to ultimately drive action for improvement.

• Develops and executes work plans with digital commerce team and cross-functional teams. Ensures that work is completed on time and raises risks and issues that could cause delays to the work.

• Prepares management level reports

Years of Experience:

Bachelor’s Degree; Business or Related Field plus 4+ years relevant experience

OR

Relevant work experience in retail merchandising, inventory planning, vendor performance management, assortment planning or forecasting roles for total of 7 years' experience in lieu of education.

Education Qualification & Certifications:

Bachelor’s Degree BBA, BCom, Operations Research or Related Field

Skill Set Required:

• Proven experience in chat operations, customer service platforms, or e-commerce.

• Strong understanding of customer engagement strategies, chatbots, and agent interactions.

• Experience working with third-party vendors, managing remote teams, and driving performance.

• Proven business acumen, judgment, and decision-making skills

• Knowledge of Salesforce platforms.

• Excellent analytical, communication, and problem-solving skills.

Secondary Skills:

• Ability to segment customer data and use insights to optimize chat systems.

• Ability to conduct A/B testing, segment customer data, and use insights to optimize chat systems

UAT Testing

Tool Integration

Stakeholder Management

Analytical and problem solving

Exposure to CRM, Chat Ops and Customer engagement

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, 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 state or local law. Lowe’s wishes to maintain appropriate standards and integrity in meeting the requirements of the Information Technology Act’s privacy provisions.

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.