Team Leading Customer Service Coach

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. 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. 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. The primary purpose of this role is to lead and participate in immersive experience transformation while coaching and building the technology culture across teams and portfolios. The individual in this role will primarily focus on designing and implementing practices in one of two areas - Agile or Engineering.

The Lead Technology Coach focused on Engineering will design and implement strategies for the adaption of DevOps and effective software engineering practices at the team and portfolio level.

It collaborates with stakeholders to build an organization with a product engineering and Agile mindset along with a culture of continuous learning.

Plans and implements the strategy of adaption of engineering and /or agile Lowe's best practices in a immersive learning environment along side other Leap coaches and Scrum Masters
Collaborates closely with other coaches (Agile and Engineering) to enable Agile culture and engineering excellence in the teams
Builds relationships with managers and directors and periodically shares the progress along with risk/impediments /concerns observed during coaching efforts; Through coaching and assisting managers and portfolio leaders to remove impediments while empowering the adaptation of agility practices and implement them across the portfolio and all teams.
Makes recommendations to help establish and drive relentless improvement at the team and portfolio level
Continuously improves through learning new tools, technologies, and best practices and shares learnings with others
Contributes as a leader in agile, product and/or Engineering Communities of Practice (CoPs)

Engineering Coach Responsibilities
Designs and implements strategies for adoption and maturity of DevOps and Engineering practices in an immersive learning environment
Helps assess the software code base and technical debt
Provides technical direction and guidance with roadmap to improve the DevOps and Engineering best practices across portfolios and in multiple teams
Influence, Advisory, Consulting portfolio VPs on engineering plan within transformation plan
Partner and guide Launchpad (US) and Leap Ahead (BLR) program, Engineering CoP, L&D, offerings.
Trains and coach teams on DevOps practices, tools and technologies, helping them to build continuous integration, continuous deployment, continuous testing, continuous integration, etc.
Trains and coach teams on Engineering practices, branching strategy, testing methodologies and approaches, TDD, measurement, dashboards, etc.

Bachelor's Degree in Business Administration, Computer Science, MIS, or related field (or equivalent work experience in a related field)
• 8 years of total IT experience
• Experience working in a global collaborative environment
• Experience working in a global team environment

Master's Degree in Business Administration, Computer Science, MIS, or related field (or equivalent work experience in a related field)
• Experience in the Retail industry
Agile Coach
• 4 years of Agile Coaching experience (specific to the Agile Coach role)
• Certified Scrum Master (CSM), Certified Scrum Professional (CSP), PMI Agile Certified Practitioner (PMI-ACP), or similar (specific to the Agile Coach role)
• 2 years of experience coaching Agile teams in a multinational corporation (MNC) environment (specific to the Agile Coach role)
• Experience in large scale enterprise transformation using one or more Agile approaches (specific to the Agile Coach role)
• Experience with any scaling Agile framework like SAFe, LeSS, or Scrum of Scrum etc. (specific to the Agile Coach role)
• Experience or understanding of Design Thinking or Product Discovery (specific to the Agile Coach role)
Engineering Coach
• 8 years of experience in software development (specific to the Engineering Coach role)
• Deep hands-on experience in building enterprise software solutions (specific to the Engineering Coach role)
• Deep hands-on experience in DevOps practices, tools and technology, building CI/CD pipelines TDD, pair programming, etc. (specific to the Engineering Coach role)

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