Last Mile Operations Manager

2 weeks ago

Springfield, Illinois, United States Ab Electrolux Full time

Position Overview:
The Last Mile Operations Manager will be responsible for overseeing and enhancing the operational efficiency of third-party logistics (3PL) providers involved in the delivery and installation of major appliances for builders and consumers, representing Electrolux Major Appliances.

Key Responsibilities:
This role is pivotal within the Last Mile team, working closely with both Builder and Direct to Consumer (D2C) sales teams to ensure customer satisfaction. Success metrics include managing territory KPIs, minimizing waste, and fostering continuous improvement through Electrolux's Always Improves (EAI) principles.

The Operations Manager will supervise activities across various delivery centers based on regional assignments. Key operational duties encompass:

  • Conducting on-site standard operating procedure (SOP) and product training.
  • Resolving installation challenges.
  • Managing transitions within the 3PL market.
  • Launching new docks and onboarding new customers.

Effective execution of this role will directly contribute to the growth of targeted business segments for Electrolux.

Essential Duties:
- Build and maintain strategic partnerships with 3PL leaders and local dock management.
- Leverage internal and external data tools to monitor the flow of goods through mid and last mile fulfillment.
- Support enhancements to Electrolux tools to facilitate exception management.
- Own regional KPI performance to drive operational and cost efficiency.
- Collaborate with national and regional market sales teams to meet sustainable growth targets in the Contract business.
- Represent the Electrolux Last Mile team in customer meetings alongside the Sales team.
- Utilize lean supply chain methodologies to spearhead service level improvement initiatives.
- Oversee the launch of new markets and customer services in the last mile sector.
- Proactively implement continuous improvement strategies and performance measurement expectations.
- Conduct weekly virtual market reviews to ensure business objectives and KPIs are met.
- Collaborate with 3PL partners to identify root causes and maintain market stability.
- Perform quarterly audits of warehouse operations, product handling, and reverse logistics management to ensure adherence to SOPs.
- Drive ideation and implementation of projects aimed at scaling operations and reducing waste within the Electrolux Last Mile network.
- Lead training sessions for 3PLs and delivery teams on new products and processes to ensure successful launches.

Qualifications:
- A Bachelor's degree is required, preferably in Business or Supply Chain Management.
- A minimum of 5 years of operational experience with a focus on home delivery and supply chain operations, or equivalent experience.
- Proficiency in Microsoft Office, with intermediate skills in data tools such as Microsoft Excel and PowerBI for KPI performance management and reporting.
- A proven track record of identifying and executing waste reduction strategies through root cause analysis and collaborative problem-solving.

Knowledge, Skills & Abilities:
- Understanding of supply chain business practices and concepts that influence organizational success and profitability.
- Strong analytical and problem-solving abilities, particularly in consumer issue research, de-escalation, and cost-effective solution development.
- A strong sense of ownership and accountability towards customers.
- Ability to synthesize information, draw conclusions, and make recommendations to management.
- Capability to develop and implement operational plans and SOPs.
- Excellent collaboration skills to build robust relationships and leverage resources across teams and external partners.
- A proactive approach to action, ensuring follow-up on feedback for positive outcomes.
- Ability to think conceptually and structure business problems, combined with a practical orientation.
- Willingness to travel up to 50% as required.

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