Director of Final Mile and Delivery Experience

4 weeks ago


Brentwood, Tennessee, United States Tractor Supply Full time

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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