Delivery Ops Lead - Customer Experience & Coaching

Lowe's Companies, Inc.; Bessemer (AL); On-site; USD 90,000 - 120,000; Full time

Job summary

Lowe’s Companies, Inc. is seeking a Market Delivery Assistant Manager - XDT to ensure delivery customer satisfaction through service and quality control for customers in a dedicated market.

You will coordinate with the XDT, 3PL delivery, BD Centers and Lowe’s stores while advocating for customers. The role requires guiding a market ASA team, monitoring performance and escalations, and driving continuous improvement in home delivery operations.

Qualifications

• Bachelor’s degree in a related field with 6+ years of relevant experience.
• Experience leading delivery operations and supervising teams.
• Strong problem solving and communication skills in a fast-paced environment.

Responsibilities

• Oversees a market-based ASA team supporting final mile delivery operations including performance monitoring, inbound call monitoring, customer service escalations, issue identification and resolution and continuous improvement efforts.
• Analyzes variances in financial statements and plans; develops corrective actions.
• Prepares action plans, resolves problems, completes audits and identifies trends.
• Leads others to deliver business results and handles multiple tasks in a fast-paced environment.
• Maintains extensive knowledge of home delivery operations and processes.
• Conducts coaching conversations and demonstrates change leadership.
• Performs supervisory responsibilities including hiring, promoting, demoting, terminating, and conducting performance reviews and development.
• Maintains dialogue with 3PL vendor partners to address claims and complaints.
• Manages day-to-day operations of the Market Team including financial and administrative responsibilities.

Skills

Leadership

People management

Problem solving

Coaching

Analytical thinking

Communication

Education

Bachelor’s Degree – Operations, Supply Chain, Business Administration or related field

Job description

Lowe’s Companies, Inc. is seeking a Market Delivery Assistant Manager - XDT to ensure delivery customer satisfaction through service and quality control for customers in a dedicated market.

You will coordinate with the XDT, 3PL delivery, BD Centers and Lowe’s stores while advocating for customers. The role requires guiding a market ASA team, monitoring performance and escalations, and driving continuous improvement in home delivery operations.