Market Delivery Leader: Customer Success & Ops

Lowe's Companies, Inc.; Seaford (DE); On-site; USD 110,000 - 170,000; Full time

Job summary

Lowe’s Companies, Inc. is seeking a Market Delivery Manager to ensure delivery customer satisfaction and oversee home delivery operations for the market. You will coordinate with XDT, 3PL, BDCs, RDCs, and Lowe’s stores to implement solutions for successful home delivery.

The role requires strong leadership, strategic planning, and experience in delivery operations, with a focus on improving service and performance across the market. This is an on-site position based in the United States.

Qualifications

• Bachelor’s Degree – Operations, Supply Chain, or related field and 7 + years of relevant experience.
• or
• H.S. Diploma and 9 years of relevant experience.

Responsibilities

• Oversees a Market-based ASA team responsible to support delivery operations including performance monitoring, inbound call monitoring, customer service escalations, issue identification and resolution and continuous improvement efforts.
• Knowledge of financial statements and plans. Analyzes variances and creates corrective actions.
• Prepares action plans, resolves problems, completes audits and identifies trends.
• Ability to lead others to deliver business results and handle multiple tasks in a fast paced environment.
• Extensive knowledge of Home Delivery Operations and processes.
• Serve as the market leader of the XDT Network through interactions with 3PL service providers, Lowe’s Supply Chain functional teams, Lowe’s distribution nodes (RDC, BDC, ADC, etc.) and store operations.
• Identifies capability gaps and provides coaching in partnership with 3rd party delivery operator’s leadership teams to address gaps and improve service.
• Effective problem solving, change leadership, team orientation and empowerment skills.
• Communicates Delivery successes and opportunities regularly with our Retail Selling stores to improve customer sales/delivery experiences. Builds and maintains Business relationships with Retail and Pro Lowes partners.
• The MDM performs supervisory responsibilities including employment decisions regarding hiring, promoting, demoting and terminating, conducting performance reviews, appraisals, coaching and developing associates.
• Maintains continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving In Home Customer Delivery experiences.
• Reviews Market-level productivity and quality metrics with Markets on a Daily/Weekly and Monthly basis and utilizes this information to drive operations improvements at the Market level.

Education

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

Job description

Lowe’s Companies, Inc. is seeking a Market Delivery Manager to ensure delivery customer satisfaction and oversee home delivery operations for the market. You will coordinate with XDT, 3PL, BDCs, RDCs, and Lowe’s stores to implement solutions for successful home delivery.

The role requires strong leadership, strategic planning, and experience in delivery operations, with a focus on improving service and performance across the market. This is an on-site position based in the United States.