Director of Final Mile and Delivery Experience
4 weeks ago
Job Summary:
This position is responsible for developing and leading the final mile and delivery experience strategy, determining the investment, financial, technology, equipment, process, data, and analytical needs for delivery, product know-how, and white glove services for all residential and B2B digital orders fulfilled online, in-store, and through direct sales across TSC team member delivery and all 3PL partners.
Key Responsibilities:
- Create and implement a multi-year final mile and delivery long-range plan to support company strategy
- Develop and implement bulk delivery solutions to support company strategy and sales initiatives targeting pro consumers, fairs, shows, zoos, as well as other business and government customers
- Lead the final mile and delivery experience team responsible for creating end-to-end final mile process, technology, investment, training, compliance, data, and analytic needs along with cross-functional partners
- Manage a multi-million dollar budget, P&L, Capex, and drive efficiencies through increases in scheduling, utilization, and optimization performance
- Ensure industry-leading customer satisfaction scores for delivery experiences and compliance with laws and regulations
- Provide overall fleet management solution for field team including driver management, training, routing, scheduling, equipment, maintenance, and repair
- Dynamically manage the order management system on business rules to balance cost, service, capacity, and strategic delivery goals
- Analyze inventory and fulfillment opportunities to work back with our merchandise planning and inventory teams to improve service and cost with assortment and product placement
- Manage forecasting projections to build the delivery needs in conjunction with overall demand and sales growth by region over multiple time horizons
- Orchestrate fleet and material handling equipment needs through a balanced evaluation of financial, quality, functionality, safety, and service elements partnering with procurement on RFPs
- Establish business requirements and end-user experiences for the end-to-end process starting with delivery scheduling down to order tracking and returns partnering with the IT team
- Design training protocol, best practices, and management for safety and white glove services including driving, product knowledge, installation, assembly, stocking, and returns management
- Drive continuous improvement for an enhanced delivery experience with technology, processes, services, and program features
- Collaborate cross-functionally with the strategy, IT, finance, merchandising, marketing, supply chain, customer service, store operations, and procurement teams to build strong relationships, legendary customer experiences, and financial outcomes
Requirements:
- 8+ years related experience in supply chain management, e-commerce, delivery merchandising, field operations, logistics, transportation, or inventory management preferably in a retail environment
- Bachelor's degree in Supply Chain Management, Logistics, Operations, Finance, Business, Applied Math, Statistics, or related field. MBA preferred but not required. Any suitable combination of education and experience will be considered
- Outstanding Leadership skills
- Extensive knowledge of WMS and LMS applications
- Proficiency in Microsoft Office software
- Understanding of Strategic Planning processes
- Capable of working in a cross-functional environment
- Ability to travel approximately 50% of the time, emergency travel may be required without notice based on business need
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