Head of Home Delivery Operations & Excellence

NXTPoint Logistics; Coppell (TX); On-site; USD 150,000 - 230,000; Full time

Job summary

NXTPoint Logistics provides end-to-end supply chain solutions with extensive warehousing, distribution, and final-mile delivery. The Director, Operations translates the Home Delivery strategy into field execution across markets, owning performance, profitability, and customer satisfaction.

The role coaches site leaders, builds an accountable operating culture, and partners with cross-functional teams to support scalable growth and exceptional service outcomes.

Qualifications

• Eight+ years leading multi-site logistics and home delivery operations.
• Experience managing budgets, labor, and contractor networks.
• Proven track record of driving safety, service quality and profitability.
• Strong KPI, scorecard and data-driven decision making.

Responsibilities

• Lead day-to-day execution across Home Delivery markets, including warehouse, transportation, routing, dispatch, delivery, installation, returns, and customer-resolution activities.
• Own assigned operational and financial results, including service improvement plans, continuous improvement initiatives, revenue, direct labor and contractor expense, contribution margin, controllable costs, budget performance, and profit improvement plans.
• Establish clear performance expectations through strong Key Performance Indicators (KPIs) that are visible and review operating results using client scorecards, on-time delivery, completion, customer satisfaction, damages, claims, revisits, productivity, capacity, safety, and profitability measures.
• Lead structured daily, weekly, and monthly operating reviews; identify root causes, assign accountable actions, and verify sustained resolution of performance gaps.
• Maintain a strong field presence through market visits, site observations, leader coaching, customer engagement, and direct validation of operating standards.
• Ensure sufficient qualified delivery capacity for forecasted demand, seasonal peaks, new business, and contingency requirements in partnership with Business Operations and local leaders.
• Execute approved contractor settlement, compensation, incentive, compliance, and performance programs while preserving the independent contractor operating model and escalating control gaps.
• Ensure adherence to company policies, customer requirements, contractual commitments, safety standards, and applicable federal, state, and local regulations, including OSHA and DOT requirements where applicable.
• Partner with the Vice President of Business Operations and support functions on carrier capacity, compliance, quality, claims, settlement governance, safety, and risk-mitigation initiatives; provide timely field feedback and execute approved programs.
• Serve as the operational leader and escalation point for assigned customer relationships; communicate performance transparently, lead corrective actions, and support business reviews.
• Support customer retention, contract renewals, implementations, market launches, operational expansions, and integration of new service offerings in partnership with Account Management, Client Success, Sales, Finance, Technology, and Implementation teams.
• Develop annual operating plans, forecasts, staffing and capacity plans, and capital or equipment requirements for the assigned scope; adjust resources as demand and business conditions change.
• Drive standard work, process documentation, technology adoption, data integrity, and consistent use of transportation, warehouse, labor, customer-service, and reporting systems.
• Apply Lean, Six Sigma, or comparable continuous improvement methods to reduce waste, improve productivity, prevent claims and service failures, and scale effective operating practices.
• Build and develop a high-performing leadership team through selection, onboarding, coaching, performance management, succession planning, recognition, and leadership development.
• Create an inclusive, accountable operating culture in which leaders actively seek, evaluate, and apply relevant feedback from employees, contractors, customers, and cross-functional stakeholders.
• Provide the Vice President, Operations and Chief Operating Officer, Home Delivery, as practical, with timely visibility to material financial, customer safety, compliance, capacity, talent, and operational risks, together with recommended actions.
• Perform other duties and responsibilities as assigned.

Skills

Leadership

Operations management

Strategic planning

Lean Six Sigma

Financial acumen

Education

Bachelor’s Degree in Supply Chain, Logistics, Business Administration, Engineering, or related field

Job description

NXTPoint Logistics provides end-to-end supply chain solutions with extensive warehousing, distribution, and final-mile delivery. The Director, Operations translates the Home Delivery strategy into field execution across markets, owning performance, profitability, and customer satisfaction.

The role coaches site leaders, builds an accountable operating culture, and partners with cross-functional teams to support scalable growth and exceptional service outcomes.