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Job Description & How to Apply Below
Location: Bengaluru
About Lowe’s
Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2024 sales of more than $83 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. 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
At Lowe's India, we are the enablers who help create an engaging customer experience for our $90+ billion home improvement business at Lowe's. Our 4000+ associates work across technology, analytics, business operations, finance & accounting, product management, and shared services. We leverage new technologies and find innovative methods to ensure that Lowe's has a competitive edge in the market.
To know more about Lowe's India, visit
About the Team
The Digital Chat & Agentic Support team enables Lowe’s to deliver a high-trust, high-value post-purchase experience through agentic/chat-based support team partners with third-party service providers for chat support operations, while internally building a robust conversation analytics and governance capability to continuously improve agent effectiveness, customer trust, and business outcomes (including upselling/attachment opportunities within chat journeys). The team works closely with Product, Data Science, and Engineering partners across U.S. and India to translate Voice of the Customer from chat and other digital touchpoints into actionable insights to improve Customer Experience.
Job Summary
The Sr. Manager, Digital Chat & Agentic Support leads a team of analysts responsible for building a best-in-class conversation intelligence and agentic quality evaluation program. This role is intentionally biased toward analytics, measurement, roadmap creation, and agentic improvements (vs. day-to-day human chat operations).
This leader owns outcomes, not just reporting—establishing measurement frameworks, statistical models, and scalable evaluation approaches to diagnose experience gaps, identify root causes, and drive cross-functional action that improves customer trust and business value. They will partner extensively across Digital Product, Technology, AI/ML, Data Science and Operations teams across U.S. and India to influence roadmap priorities and ensure measurable, sustained impact.
The Sr. Manager will lead a team of analysts focused on identifying opportunities and use inputs to steer the Voice of Customer (VoC) pod within Digital Commerce.
Roles & Responsibilities
Core Responsibilities
Lead a high-performing team of analysts; set priorities, operating cadence, and standards for insight quality, analytical rigor, and executive-ready storytelling.
Define and govern a Digital Chat KPI framework spanning customer outcomes and business value (e.g., containment, resolution, transfer/escalation rate, re-contact, response quality, customer effort, trust/defect rate, and conversion/attach from upsell in chat).
Build a scalable evaluation program for both agentic and human-assisted chat:
Sampling strategy and audit design (risk-based + representative sampling)
Annotation guidelines, rubrics, and calibration for consistent scoring
Quality gates and scorecards tied to measurable improvement actions
Develop processes to extract actionable insights from transcripts and metadata (e.g., intent/topic taxonomy, sentiment/emotion signals, driver analysis for escalations, upsell propensity, anomaly detection for emerging issues, and segmentation).
Translate customer conversation insights into roadmap influence:
Partner with Product/Tech to improve agentic workflows, tool-use, knowledge coverage, guardrails, and policy handling
Define requirements for instrumentation, event logging, and data pipelines to enable reliable measurement and experimentation
Create governance mechanisms to operationalize “Voice of the Customer” at…
Position Requirements
10+ Years
work experience
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