Field Delivery Director

Essential Functions:
•The FDD anticipates and ensures the desired customer experience by identifying capacity and process gaps in partnership with third-party delivery providers to address these gaps.
•Responsible for developing and implementing strategies that foster a positive, inclusive, and high-performing organizational culture.
•Aligns the company’s mission, vision, and values with its daily operations and ensuring that all employees feel engaged, valued, and motivated.
•Provides oversight and drives accountability including our 3PL Provider operating 7 days per week.
•Establishes clear safety goals and maintains expectations, leading by example with all safety practices including safety audits and providing necessary resources and support for a safe work environment.
•Continually identifies opportunities to improve operational efficiency 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 provider(s), as well as store operations leadership, to ensure alignment to delivery program objectives and safety compliance within the XDT as the single point of contact.
•Assists with escalated customer issues/complaints related to delivery and any store complaints regarding contracted 3PL Independent Contractor.
•Drives compliance of stores and delivery provider(s) to delivery program (SOPs).
•Supports the onboarding of new stores and XDTs to defined delivery 3PL providers.
•Monitors post-delivery feedback through Likelihood to Recommend (LTR) 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.
•Research problems and identifies root cause of issues, then provides or recommends appropriate resolution (e.g., training) and raises visibility to leadership in Lowe’s.
•Supports capacity planning efforts in assigned Region, including annual and peak capacity planning.
•Reviews market - productivity and quality metrics with markets monthly and utilizes this information to drive operations improvements at the division, market or region.
•Facilitates positive relationships between vendor carrier management staff and the stores.
•Supports remote Lowe’s locations with in-house delivery teams and ensures compliance of Lowe’s policies and procedures.
•Responsible for recruiting, hiring, training, and developing top talent for succession and that is driven to win.
•Leads, engages, and builds a culture of winning with direct reports.
 
Minimum Requirements:
•Bachelor’s Degree and with 5 years’ experience in retail/final mile (Big Box) leadership or professional environment or 10 years of experience in retail leadership or professional environment 
•5 years leadership experience with direct or indirect report responsibility
•Experience working in a matrixed environment where had to influence others without direct authority
•Experience independently managing escalated customer service issues and complaints
•Experience creating holistic solutions/plans to solve systemic customer issues

Preferences:
•Experience applying DOT regulations to job responsibilities
•Leadership experience with direct report responsibility
•Experience analyzing and using internal (e.g., P&L, exception reports) and external (e.g., customer and industry) sources of data to make fact-based decisions

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.