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Job Description

Job Description

CC Business Development Cnslt

Job ID 1360710BR Date posted 03/06/2018 Location Mooresville, NC Location Name CSC-Mooresville Address 1000 Lowes Boulevard Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0144 - Contact Center Program Managem
The principal purpose of the Contact Center Business Development Manager is to identify, research, and analyze business and strategic opportunities, in order to recommend innovative solutions for customer, associate, and technology use cases. The Contact Center Business Development Manager will evaluate functional and enterprise initiatives, defining the customer experience, workforce, and overall Contact Center impacts. The Contact Center Business Development Manager will develop business cases for solving complex experiences, leveraging industry trend data, market research, Voice of the Customer, associate feedback, in addition to other appropriate resources.
The Contact Center Business Development Manager collaborates with stakeholders across the organization to define the ideal customer experience and how the experience will be delivered through the Contact Center channel. This will include understanding the impacts to the workforce as well as any resulting business process and technical requirements needed to support the initiative. The Contact Center Business Development Manager ensures any new work proposals align to the vision of the Contact Center and enables Contact Center associates to add value to the overall customer experience.
The position collaborates with Contact Center Operations, Contact Center Operations Support, and Workforce Optimization, as well as across all levels of enterprise leadership to understand objectives for Contact Center operational, program and enterprise goals in order to develop a recommended approach or solution.
To accomplish this, Contact Center Business Development Manager must have a broad knowledge of Contact Center processes and related business processes, business management, finance, fulfillment, and technology.


Collaborate with various business partners in developing and evaluating solutions and/or approaches to solving complex problems, often requiring significant change management
Identify impacts to the Contact Center as it relates to new functional and enterprise initiatives, including the definition of measures of success
Advocate on behalf of the Contact Center as a Subject Matter Expert when working with business stakeholders
Develop business cases using analytics to make an informed business decision balancing cost and customer experience on any new or existing work that has been requested
Identify gaps in the existing tool or process sets that are or will be needed to meet Contact Center and/or enterprise strategy deliverables
Build Test and Learn scenarios to evaluate proposals and present executive level business case reviews for senior leadership to make an informed decision
Synthesize customer needs, opinions, and special demands concerning Contact Center programs through analysis of Lowes Voice of the Customer, industry trend information, market research and by making visits to Lowe’s CSCs, Lowe’s stores, competitors (all channels), and vendors
Articulate vision and question any assumptions or constraints to create statement requirements. This includes the ability to align business needs with strategic and tactical goals and objectives, knowing why a system or process change is needed, and effectively being able to analyze the impact of the changes on the business


Bachelor's Degree in Business Administration, Project Management, Process Improvement or related field AND 3 years experience in a retail Contact Center OR 7 years experience in a Retail Contact Center
2 years experience in Product or Project Management
1 year experience indirectly leading project teams/individuals to achieve results
1 year experience with productivity tools (eg. Microsoft Office Suite)

Master's Degree in Business Administration

1 year experience in a Lowe's Contact Center utilizing Store Systems (eg. Avaya CMS, Verint, Siebel, Sterling, Genesis)

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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