Director of Direct-to-Consumer Final Mile Logistics

Position Summary

This role is not eligible for immigration sponsorship


Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.
To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

The Director of Direct-to-Consumer Final Mile Logistics is responsible for the end-to-end strategy, execution, and continuous improvement of last-mile delivery and in-home service operations supporting D2C channels. This role owns carrier and vendor partnerships, commercial negotiations, and the development of scalable, differentiated service offerings while working cross-functionally to ensure seamless upstream and downstream execution.

The Director partners closely with Engineering, E-commerce Fulfillment, Supply Chain, Customer Experience, and Finance to optimize cost, service levels, and customer outcomes across multiple fulfillment channels.

• E-commerce
• Builder (Single and Multi-Family)
• Dropship Programs (Sam’s Club and Wayfair)
   

Position Objective

Final Mile Strategy & Execution

• Own the final-mile delivery and in-home services strategy for D2C channels, ensuring alignment with customer experience, growth, and cost objectives.
• Design and scale delivery and service models (e.g., next-day delivery, premium in-home services, hybrid carrier/gig models).
• Establish service standards, operating models, and performance benchmarks across all covered channels.

Carrier & Vendor Partnerships

• Lead contract negotiations with carriers, service providers, and gig platforms, including rate cards, SLAs, incentive structures, and penalties.
• Develop and evaluate rate proposals and pricing models (PPM, per-stop, tiered service fees, etc.) to ensure competitive and sustainable economics.
• Identify and launch new service offerings that differentiate the D2C experience and drive customer satisfaction and revenue opportunities.
• Manage ongoing vendor performance, governance, and quarterly business reviews (QBRs).

Cross-Functional Collaboration

• Partner with Engineering / Product / IT to define system requirements, integrations, and roadmap enhancements supporting final-mile execution and visibility.
• Collaborate with E-commerce Fulfillment and Upstream Logistics teams to resolve capacity, inventory positioning, routing, and handoff challenges that impact last-mile performance.
• Work closely with Customer Experience and Operations teams to address delivery exceptions, service recovery, and customer feedback loops.
• Partner with Finance and FP&A to manage budgets, forecast costs, and deliver productivity improvements.

Performance Management & Optimization

• Own key KPIs including on-time delivery, NPS, damage rates, job completion, cost per order, and carrier compliance.
• Drive continuous improvement initiatives to reduce cost-to-serve while improving reliability and customer satisfaction.
• Lead pilots and test-and-learn initiatives to validate new partners, service models, and technologies.

Returns & Reverse Logistics

• Own the end-to-end reverse logistics strategy for D2C channels, including return pickups, product disposition, and refurbishment routing.
• Coordinate carrier and service provider protocols for returned and damaged goods, ensuring timely resolution and cost-effective disposition.
• Partner with Customer Experience and Supply Chain teams to minimize return costs, reduce cycle times, and continuously improve the returns process.
• Track and report on return rates by channel, carrier, and product category, leveraging insights to drive root cause reduction initiatives.

White Glove, Installation & Haul-Away Services

• Define and manage service standards for white glove delivery, in-home installation, and haul-away/removal services across all covered SKUs and D2C channels.
• Ensure service provider compliance with installation protocols, safety standards, and customer-handling procedures for large-format appliances and TVs.
• Develop tiered service offerings (e.g., basic delivery, full installation, haul-away bundles) that align with customer expectations and drive incremental revenue.
• Monitor field technician and installer performance metrics, driving continuous improvement in service quality, completion rates, and customer satisfaction scores.

Technology, Tools & Platform Ownership

• Own the roadmap and vendor selection for last-mile technology platforms, including Transportation Management Systems (TMS), route optimization tools, real-time tracking/visibility platforms, driver apps, and customer notification systems.
• Define business requirements and partner with Engineering, Product, and IT teams to ensure timely delivery of system capabilities that support final-mile execution.
• Evaluate and integrate emerging technologies (e.g., AI-driven routing, IoT delivery tracking, automated scheduling) to drive operational efficiency and customer experience improvements.
• Ensure data integrity and system interoperability across carrier integrations, fulfillment platforms, and customer-facing touchpoints.

Capacity Planning & Network Design

• Lead network design and capacity planning efforts to ensure adequate last-mile coverage, density, and service capability across all geographies and D2C channels.
• Develop peak season playbooks (e.g., holiday, promotional events) and surge capacity strategies in partnership with upstream fulfillment and demand planning teams.
• Identify coverage gaps, underperforming zones, and expansion opportunities; drive carrier onboarding or network adjustments to address them.
• Model and scenario-plan network changes to assess cost, service level, and customer experience trade-offs before implementation.

Damage & Claims Management

• Establish and oversee a comprehensive damage prevention and claims management program across all final-mile carriers and service providers.
• Conduct root cause analysis on damage incidents by carrier, route, product type, and handling stage; implement targeted corrective action plans.
• Define packaging standards, handling protocols, and carrier liability requirements to minimize in-transit and in-home damage rates.
• Manage the end-to-end claims resolution process, ensuring timely settlements, accurate financial tracking, and continuous reduction in damage-related costs.

Leadership & Governance

• Provide executive-level reporting, insights, and recommendations to senior leadership.
• Lead and develop a high-performing team responsible for day-to-day execution, analytics, and partner management.
• Establish clear governance, escalation paths, and decision frameworks across internal and external stakeholders.

Skills and Qualifications

Minimum Qualifications:

• 12+ years of experience in final mile, transportation, supply chain, or e-commerce logistics, with progressive leadership responsibility.
• Proven experience negotiating carrier and vendor contracts and managing complex service networks.
• Strong cross-functional leadership skills with experience partnering with engineering/IT and fulfillment teams.
• Deep understanding of D2C logistics economics, service models, and customer experience drivers.
• Executive-level communication and stakeholder management capabilities.
• Ability to travel 25% of the year

Preferred Qualifications:

• Experience supporting large-scale D2C or omnichannel retail operations.
• Familiarity with dropship programs and multi-partner fulfillment ecosystems.
• Experience launching premium delivery or in-home service offerings.
• Data-driven mindset with strong analytical and financial acumen.
• Strong leadership skills with the ability to manage teams and drive strategic initiatives to completion.
• Excellent analytical and problem-solving skills, with a focus on innovation and continuous improvement.
• Proven ability to manage budgets and optimize costs while delivering high-quality results.

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Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more.  In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

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