What You Will Do

• 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.
• 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.
• 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.
• Manage third-party providers such as TMCs, booking platforms (e.g. AMEX GBT) 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.
• Provide functional oversight and coaching of travel team who manage booking compliance, first-level traveler support and daily operations.
• Drive process consistency, escalation routing, and continuous improvement across geographies.
• Lead emergency travel coordination and communications during events impacting traveler safety or continuity.

Minimum Qualifications

• Bachelor's Degree Business, Finance, Hospitality, or related field and 7-10 years
• 8-10 Years Travel Program Management, Customer Service Operations, or Shared Services Leadership
• 3-5 Years Proven success building or enhancing traveler support models with high satisfaction. Experience handling executive travel needs and managing high-pressure issue resolution.
• Proficient with MS Office Suite

Preferred Qualifications

• 3-5 Years Experience with global travel systems (Amex GBT, Egencia, SAP Concur)
• 3-5 Years Background in corporate travel or service operations in a Fortune 100 environment.
• 3-5 Years Prior experience managing offshore or shared service teams.
• Travel negotiations and contracting experience
• Vendor Management
• Project Management