Field Delivery Director

Company: Lowe's
Location: Mooresville
Posted on: May 27, 2023

Job Description:

Essential Functions:
--- Provides oversight and drives accountability in one or more delivery vendor(s) operating 7 days per week in multiple locations.--- Develops, communicates and benchmarks improvement plans and cost out initiatives with delivery vendor(s).--- Continually identifies opportunities to improve operational efficiency and cost effectiveness through improved systems capability, process improvement, product flow methods, and applied technology; performs benchmarking of Lowe's Final Mile to identify strengths and weaknesses, and to identify required improvement projects.--- Drives adherence to established invoicing processes and ensures accuracy of all invoicing in assigned Market.--- Maintains ongoing communication and relationship building with delivery vendor(s), as well as store operations leadership team, to ensure alignment to delivery program objectives and safety compliance.
--- Maintains continuous dialogue with vendor partner(s) to address claims, risk, complaints, and anything that would damage Lowes brand.--- Works with vendor partner(s) to implement changes to processes, procedures, etc. (e.g., new installation types).--- Assists with escalated customer issues/complaints related to delivery and any store complaints regarding contracted driver team.
--- Drives compliance of stores and delivery vendor(s) to delivery program Standard Operating Procedures (SOPs).
--- Supports the onboarding of new stores and XDTs to defined delivery vendor(s).
--- Supports onboarding of and new technologies and processes in stores and XDTs with delivery vendors.
--- Serves as the conduit between the market/stores/pros/PSIs and delivery vendor(s), supporting/designing accurate end-to-end processes/communication to all parties, focused on the customer.
--- Conducts customer site visits and ride behinds to ensure consistent customer experience and/or to follow up on escalated issues.
--- Monitors post-delivery feedback through Voice of Customer (VOC) reporting and Key Performance Indicators (KPIs), along with service standards defined in the Statement of Work (SOW).
--- Holds delivery vendor(s) accountable when not meeting Service Agreement (SLA) and follows up to determine reasons for SLA failure.
--- Facilitates Market Quarterly Business Review (QBR) process - a standardized format for reviewing metrics against goal and planning for the next quarter.
--- Researches problems and identifies root cause of issues, then provides or recommends appropriate resolution (e.g., training) and raises visibility to leadership in Lowe's and vendor partner(s).
--- Tracks and drives improvement in store metrics, including but not limited to add/delete, Customer Experience Management (CEM), Customer Care Incident Center (CCIC), damages, store readiness and store staffing.
--- Supports capacity planning efforts in assigned Division or Region, including annual and peak capacity planning.
--- Ensures Lowe's driver compliance to Lowe's and DOT regulations, and identifies any state regulations that are unique to a specific area and communicates these to stores and drivers.
--- Ensures that Lowe's maintains a low-cost operating position by managing effective delivery schedules, properly training delivery associates, and conducting regular maintenance on delivery equipment.Oversees all aspects of operational leadership, product flow and cost management of all locations
--- Accountable for financial performance, productivity and quality metrics and discusses gaps and mitigation strategies with vendor and Lowe's management on ongoing basis.
--- Develops, communicates and benchmarks improvement plans and cost out initiatives with delivery vendor(s).
--- Reviews Market- productivity and quality metrics with Markets monthly, and utilizes this information to drive operations improvements at the Division, Market or Regional .
--- Facilitates positive relationship between vendor carrier management staff and the stores.
--- Drives adherence to established invoicing processes and ensures accuracy of all invoicing in assigned Division or Region.
--- Maintains ongoing communication and relationship building with delivery vendor(s), as well as store operations leadership team, to ensure alignment to delivery program objectives.
--- Works with vendor partner(s) to implement changes to processes, procedures, etc. (e.g., new installation types).
--- Leads delivery related messaging to field/stores within assigned Division or Region.
--- Serves as POC for escalated store delivery issues with delivery vendor(s).
--- Assists with escalated customer issues/complaints related to delivery and any store complaints regarding contracted driver team.
--- Drives compliance of stores and delivery vendor(s) to delivery program Standard Operating Procedures (SOPs).
--- Leads delivery portion of monthly VPSO meeting (and includes delivery vendors) to communicate metrics and collect feedback.
--- Serves as the conduit between the market/stores/pros/PSIs and delivery vendor(s), supporting/designing accurate end-to-end processes/communication to all parties, focused on the customer.
--- Conducts customer site visits and ride behinds to ensure consistent customer experience and/or to follow up on escalated issues.
--- Monitors post-delivery feedback through Voice of Customer (VOC) reporting and Key Performance Indicators (KPIs), along with service standards defined in the Statement of Work (SOW).
--- Holds delivery vendor(s) accountable when not meeting Service Agreement (SLA) and follows up to determine reasons for SLA failure.
--- Participates in the RFP process for carrier selection during bid renewal periods.
--- Facilitates Divisional or Regional Quarterly Business Review (QBR) process - a standardized format for reviewing metrics against goal and planning for the next quarter.
--- Researches problems and identifies root cause of issues, then provides or recommends appropriate resolution (e.g., training) and raises visibility to leadership in Lowe's and vendor partner(s).
--- Visits the delivery vendor contact center and ensures SLAs are being followed.
--- Encourages stores and delivery vendor(s) to work together to streamline operations and find efficiency improvements.
--- Metrics - Develops, communicates and benchmarks
Required Qualifications:
--- Bachelor's Degree --- 5 years of experience in retail leadership or professional environment OR 8 years of experience in retail leadership or professional environment --- 5 years of leadership experience with direct or indirect report responsibility ---Experience working in a matrixed environment where had to influence others without direct authority --- Preferred Qualifications:
--- Bachelor's degree in Business, Business Operations, Logistics, Supply Chain Management, or related field --- 2 years of final mile delivery (including appliance delivery), direct to home logistics or transportation management experience --- Experience applying DOT regulations to job responsibilities ---Leadership experience with direct report responsibility ---Big-box retail industry experience
EEO Statement
Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Keywords: Lowe's, Charlotte , Field Delivery Director, Executive , Mooresville, North Carolina