RAMON ROBERTS
STRATEGIC PARTNERSHIPS & HOME SERVICES OPERATIONS LEADER
Oklahoma City,OK
Summary
Field Provider Manager leading strategic partnerships and commercial operations across a ~$74M home-services portfolio. Oversees 40 locations, 84 independent service providers, and 100+ field professionals while supporting P&L performance, capacity planning, pricing, service quality, and customer experience. Delivers sales growth, stronger provider accountability, and scalable operating improvements through data-backed partner management and cross-functional execution.
Overview
3
3
Certifications
2027
2027
years of professional experience
Work History
District Manager - In-Home Services
Lowe's Home Improvement
- Track 50 provider performance reviews weekly to surface service gaps, escalation trends, and capacity risks across the district.
- Directed district installed-services performance across sales, margin, close rate, customer experience, pipeline health, and service quality.
- Used provider, customer, and business data to identify growth opportunities, service gaps, and capacity risks, then translated findings into action plans.
- Built provider, staffing, coaching, and execution strategies across multiple locations to improve service coverage and operational consistency.
- Recruited, evaluated, onboarded, developed, and retained service providers and field sales specialists.
- Facilitated provider reviews and leadership workshops that strengthened relationships, accountability, and customer outcomes.
Field Provider Manager | Strategic Partnerships & Commercial Operations
Lowe's Home Improvement
01.2021 - Current
- Lead a ~$74M home-services portfolio across 40 locations, 84 independent service providers, and 100+ field professionals, serving as a senior relationship and escalation leader across partner performance, service delivery, customer experience, capacity, quality, and financial results.
- Build deep understanding of provider businesses, capabilities, coverage, performance, and growth needs; use business reviews, scorecards, and consultative guidance to strengthen outcomes, accountability, and long-term partner value.
- Translate partner and business data across sales, margin, cycle time, backlog, capacity, quality, and customer satisfaction into actionable recommendations, account plans, expansion opportunities, and risk-mitigation strategies.
- Deliver +12.75% year-over-year sales growth while maintaining a 1.3% expense-to-sales ratio against a 1.5% target, 85% likelihood-to-recommend performance against an 82% goal, and only 0.3% overdue provider activities.
- Expanded scope includes national installation-category strategy and P&L performance, partnering with category, merchandising, services, and field leaders to identify growth opportunities, optimize capacity, influence pricing, and scale programs.
- Work within Lowe's third-party home-services ecosystem, including Angi-supported installation programs, providing retailer-side perspective on partner expectations, customer experience, operational handoffs, and field execution.
- Influence pilots and operating-model improvements as SF&I Captain and field pilot leader, synthesizing provider and frontline feedback to shape in-home selling, installation workflows, partner expectations, and scalable service practices.
- Partner across store, district, merchandising, installation support, compliance, and corporate teams to resolve complex partner and customer issues and advocate for operational improvements while maintaining regulatory requirements.
Operations Manager
Midland Mortgage / MidFirst Bank
01.2016 - 01.2021
- Managed two operational teams totaling 21 employees, setting workflow priorities, reporting discipline, and accountability standards.
- Directed documentation controls, lien perfection, exception tracking, legal-document review, and compliance work in a regulated environment.
- Resolved title issues and complex exceptions while protecting organizational interests and maintaining timely execution.
- Coordinated with attorneys, title companies, mortgage servicers, lending teams, and internal stakeholders to move cases forward.
- Established operational priorities and performance expectations for loan documentation governance across both teams.
District Merchandising Execution Manager
The Home Depot
10.2012 - 05.2016
- Improved district execution by 42.5% through tighter store-level coordination and execution standards.
- Exceeded Specialty Services plan by 25% while balancing district priorities, workforce planning, and field performance.
- Delivered 80+ projects with 100% on-time execution across resets, merchandising, and service initiatives.
- Maintained 365 days without an OSHA-recordable incident by reinforcing safety practices across 13 locations.
- Led district operations across 13 locations, guiding 100+ supervisors and associates through staffing, productivity, quality, and service priorities.
- Directed merchandising, reset, and service initiatives by aligning vendors and internal stakeholders on availability, labor, timelines, and execution standards.
- Owned workforce planning and field performance tracking, strengthening accountability through partner performance analytics and account planning.
Education
Bachelor's Degree - undefined
Langston University
Skills
- Strategic partnerships
- Key account management
- Executive business reviews
- Consultative relationship management
- Account planning
- Partner performance analytics
- P&L performance
- Capacity planning
- Pricing & cost management
- Escalation management
- Vendor management
- Service-level agreements
- Project portfolio management
Certification
OSHA Certification
Personal Information
Driving License: Valid Oklahoma Driver's License
Timeline
Field Provider Manager | Strategic Partnerships & Commercial Operations
Lowe's Home Improvement
01.2021 - Current
Operations Manager
Midland Mortgage / MidFirst Bank
01.2016 - 01.2021
District Merchandising Execution Manager
The Home Depot
10.2012 - 05.2016
Bachelor's Degree - undefined
Langston University
District Manager - In-Home Services
Lowe's Home Improvement