Job Description

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 the Team

Global Travel is responsible for leading and optimizing Lowe's global corporate travel program & plays a pivotal role in ensuring a seamless, responsive, and traveler-centric experience, particularly for event travel, executive stakeholders, and emergency response.

Job Summary

The Senior Manager of Global Travel is responsible for leading and optimizing Lowe's global corporate travel program. This leader plays a pivotal role in ensuring a seamless, responsive, and traveler-centric experience, particularly for event travel, executive stakeholders, and emergency response. The role requires a strategic mindset, operational excellence, and a strong customer service orientation to manage both policy and people.

Core Responsibilities:

Strategy & Program Leadership

Own and continuously enhance Lowe's Global Travel Policy in collaboration with finance, HR, and risk functions. Identify program opportunities across savings, compliance, sustainability, and traveler satisfaction. Use data to drive policy refinements and business case development.

Customer Care & Traveler Experience

Champion a high-touch traveler experience--prioritizing responsiveness, empathy, and care, especially for executive-level travelers and executive admins. Serve as the escalation point for complex or sensitive travel issues, ensuring timely and proactive resolution. Regularly engage travelers and executive admins for feedback, satisfaction measurement, and service recovery. Lead training, onboarding, and communications to educate associates and admins on policy, systems, and support channels. Partner with the Bangalore team to create a "white-glove" support model with documented SLAs and issue-handling protocols.

Stakeholder Engagement

Build trusted relationships with senior leaders, admins, and frequent travelers. Align travel operations with Lowe's cultural expectations for service and professionalism. Serve as liaison with Legal, Risk, HR, and business units for travel compliance and strategy.

Vendor & Partner Management

Manage third-party providers such as TMCs, booking platforms (e.g., SAP Concur), and duty-of-care services. Ensure vendors adhere to Lowe's customer service expectations and issue escalation paths. Track vendor performance, negotiate contracts, and support preferred supplier programs.

Team Leadership & Global Collaboration

Provide functional oversight and coaching to two associates in Bangalore who manage booking compliance, first-level traveler support, and daily operations. Drive process consistency, escalation routing, and continuous improvement across geographies.

Crisis & Risk Response

Lead emergency travel coordination and communications during events impacting traveler safety or continuity. Ensure alignment with duty-of-care protocols and third-party services for tracking and communication.

Years of Experience:

7 - 10 years of Travel Program Management, Customer Service Operations, or Shared Services Leadership

Education Qualification & Certifications (optional)

Required Minimum Qualifications

:

Bachelors Degree in Business, Finance, Hospitality, or related field.

Skill Set Required

Corporate Travel Expertise: Proven experience managing global travel programs, policies, and vendor relationships (e.g., Amex GBT, SAP Concur, TMCs, duty-of-care platforms). Executive Support: Ability to deliver high-touch service and resolve complex travel issues for senior leaders and executive admins. Stakeholder & Cross-Functional Engagement: Skilled at building trusted relationships with Legal, HR, Finance, and business leaders. Vendor Management: Competence in managing third-party providers, negotiating contracts, and monitoring service performance. Team Leadership (Offshore): Experience leading and coaching offshore or shared service teams, with focus on consistency and SLA adherence. Crisis & Risk Management: Capability to lead emergency travel coordination, aligning with duty-of-care protocols and communication standards. Analytical & Data Skills: Proficient in using data to refine policies, improve compliance, and drive traveler satisfaction. Service Orientation & Communication: Strong interpersonal, customer service, and communication skills with a responsive, empathetic approach.
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.