Leader, Home Delivery

RH; Boston (MA); On-site; USD 150,000 - 190,000; Full time

Job summary

RH seeks a Senior Leader to drive vision and deliver operational excellence across warehouse and home delivery. You will inspire, coach and strategically oversee a team that elevates our customer experience.

You will own profitability, oversee third-party vendors, and ensure RH’s luxury service standards are met. The role requires strong analytics, decisive leadership, and a commitment to continual improvement.

Qualifications

• 5+ years leadership experience in furniture home delivery, warehouse operations or similar field.
• Ability to lead third party carrier providers.
• Strong written and oral communication skills.
• Proven analytical, problem-solving and decision-making abilities.

Responsibilities

• Lead RH's vision and deliver operational excellence across warehouse and home delivery functions.
• Strategically plan, direct and oversee daily workflow and deliverables across all functions.
• Own all facets of P&L management and accountability, including analysis and reporting.
• Align the RH home delivery experience to the luxury and world-class service RH provides to clients in Galleries.
• Oversee performance of home delivery and logistics vendors against KPIs in cost, service, and quality.
• Drive continual improvement through root-cause analysis and corrective actions to ensure site standards.
• Address and resolve escalated customer service issues promptly.

Skills

Leadership

Hiring & Training

P&L Knowledge

Communication

Analytical Thinking

Tools

MS Word

Excel

Job description

As Senior Leader, you will lead RH's vision and deliver operational excellence across all warehouse and home delivery functions. Motivated by RH's people-first approach, you will inspire, motivate, educate and provide strategic oversight for a team that plays an integral role in the continuous elevation of our customer experience.

YOUR RESPONSIBILITIES

• Live Our Vision, Values and Beliefs every day
• Assess, coach, train, mentor and develop direct reports to perform at an optimal level
• Strategically plan, direct and oversee daily workflow and deliverables across all functions
• Own all facets of P&L management and accountability, including analysis and reporting
• Align the RH home delivery experience to the luxury and world-class service experienced by clients in our Galleries
• Accountable for the performance of home delivery and logistics vendors measured against key performance metrics in the areas of cost, service, and quality of delivery
• Drive continual improvement initiatives through root-cause analysis on audit non-conformities; implement corrective actions in order to ensure site compliance to standards
• Address and resolve escalated customer service issues in a timely and thorough manner

OUR REQUIREMENTS

• 5+ years leadership experience in furniture home delivery, warehouse operations or similar field; ability to lead third party carrier providers
• Adept at hiring, training, coaching and executing all facets of employee performance
• Possess knowledge of business processes such as profit and loss, profit margins, accounting, and other related principles
• Strong written and oral skills and ability to interact with people from multi-functional and diverse backgrounds, excellent analytical, problem-solving, and decision-making skills
• Relentless passion for providing world-class service within the organization and to our customers
• Computer literacy is a must. MS Word, and Excel are used daily and extensively in this position
• Ability to visit clients in assigned geographic territory
• Must pass background, MVR and drug screen

OUR PHYSICAL REQUIREMENTS

• Ability to lift at least 50lbs