Director, Field Operations

3 weeks ago

Minneapolis, United States Sleep Number Corporation Full time
Company Overview

Sleep Number is a sleep wellness technology leader. For nearly four decades, we have placed sleep at the center of wellbeing, improving over 15 million lives with our Sleep Number smart beds. We are guided by our purpose - to improve the health and wellbeing of society through higher quality sleep. This is exemplified through our 4,000+ mission-driven team members who passionately innovate to drive value creation through our vertically integrated business model, owning the process from start to finish, including selling in our over 650 stores nationwide.

Our team members are encouraged to bring their whole selves to work, sharing their unique perspectives, backgrounds and skills with Sleep Number every day. Whether you are entering, returning or experienced in the workforce, we have a place for you. We hope you join us in creating the future through higher quality sleep.

Position Purpose

The Director, Field Operations is responsible for ensuring a customer-centric approach to service and delivery to achieve the company's goal of becoming the world's most beloved brand by delivering an unparalleled sleep experience. This role manages the broader strategic activities and planning of home delivery markets to drive exemplary service results, operational excellence, customer experience and leadership development and integrity.

The Director of Field Operations is responsible for the leadership and development of the Field Services team, overseeing the leadership team, as well as the indirect leadership of multi-levels of leaders throughout the Field Services organization This Director is the primary driver of strategy for the Field Services organization as well as the execution of the programs aimed at driving key customer experience initiatives and metrics. Developing and maintaining influential cross-functional relationships across the company is key to successfully drive change on behalf of the Customer.

Primary Responsibilities
  • Lead strategic home delivery operations and projects in alignment with company programs and goals by optimizing performance and resolving challenges.
  • Manage ~$100M P&L, 3PL providers, supplier(s) and vendors; accordingly develop, implement, and maintain profitability and customer experience improvements and programs.
  • Evaluates current strategies, processes and procedures for effectiveness and modified as needed with the partnership of others, also maintains and shares knowledge of industry trends and forecasts.
  • Provide territory analysis and recommendations that leverage company initiatives and position Field Services to meet business objectives.
  • Sustain a best-in-class culture with heavy focus on employee engagement, retention, and accountability.
  • Build cross-functional relationships in all areas of the company to achieve business objectives timely and effectively.
  • Develops talent within all level of teams, ensure training and development of team members within scope of responsibilities, and drives bench strength and succession planning within territories
  • Conduct and ensure execution of market leadership visits and audits to ensure markets comply with company policy, operations, and service level performance.
  • Provides staffing guidance of Technicians, Service Providers, and leverage of temporary workforce for all Sleep Number markets
  • Partners closely with broader Sleep Number logistics team to drive holistic solutions improving customer, operational and financial outcomes for Sleep Number
Key Performance Indicators
  • Financial Goals - Drive improved Field Services profitability across all Sleep Number markets
  • Operational Goals - Continuously improve Sleep Number's Hours per stop, miles per stop and stops per route for operational efficiency
  • Customer Goals - Enhance the customer experience through improvements in NSAT, first time complete, and drop off %
  • People Leadership - retention, engagement, high potential readiness
  • Safety - Accident, Injury, DOT compliance
  • Timely completion of required training and documentation
Position Requirements
  • 10+years' experience leading employee groups required
  • Proven managerial, leadership and problem-solving skills, preferably within a retail or delivery organization.
  • Ability to travel 10-20% within territory and quarterly travel to regional and corporate events
  • BA/BS required; MBA (master's in business administration) preferred
Knowledge, Skills & Abilities
  • Creative, strategic, and analytical thought leader
  • Demonstrated ability to drive talent attraction, employee engagement and retention
  • Business acumen - effectively utilize financial statements (i.e., P&L, budget, reports)
  • Proven ability to analyze data, derive accurate conclusions from data, build strategic and tactical plans to resolve core problems
  • Excellent written and oral communication skills, diplomacy skills with diverse groups of people including customers, employees, colleagues, and executives
  • Demonstrated courage and integrity; ability to build trust, rapport, and partnerships with both internal and external constituents
  • Proven results building effective teams in a remote environment
  • Proven ability to assess performance and coach/develop others
  • Ability to achieve results in fast pace, ever-changing environment
  • Detail oriented, able to organize and prioritize work, meet deadlines, and work independently


Wellbeing

Wellbeing is more than a catchphrase - it's a movement that permeates our company and through our team members. We are dedicated to enhancing and supporting the wellbeing of our team members and their families through benefits, programs, and resources across our five wellbeing pillars of emotional, financial, career, community, and physical health, with sleep at the center.

By joining our team, in addition to offering competitive pay programs, we are proud to offer eligible team members an extensive benefits package including, but not limited to medical and pharmacy benefits, dental, life and disability insurance, a matched 401(k) Plan, paid time off, and much more.

Safety

Safety is a top priority for Sleep Number supporting customers and team members wellbeing. COVID-19 Precaution(s) are in place consistent with CDC guidelines, U.S. Department of Labor's Occupational Health & Safety Administration (OSHA), and state/local laws.

EEO Statement

Sleep Number is an equal opportunity employer. We are committed to recruiting, hiring and promoting qualified people and prohibit discrimination based on race, color, marital status, religion, sex (including gender, gender identity, gender expression, transgender status, pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state, or local law.

Americans with Disabilities Act (ADA)

It is Sleep Number's policy to provide reasonable accommodations to qualified individuals with disabilities during the application process, consistent with applicable law. We may require supporting medical or religious documentation where applicable and permissible by law. If you are a qualified individual, you may request a reasonable accommodation at any time during the selection process, including if you are unable or otherwise limited in your ability to access open roles here.

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