Director of Direct-to-Consumer Final Mile Logistics

Samsung Electronics•Coppell, TX

4d•Onsite

About The Position

The Director of Direct-to-Consumer Final Mile Logistics leads the end-to-end strategy, execution, and continuous improvement of last-mile delivery, in-home services, and reverse logistics for D2C channels. The role owns carrier and vendor partnerships, commercial negotiations, service offerings, performance, technology platforms, capacity planning, and network design. It works closely with Engineering, E-commerce Fulfillment, Supply Chain, Customer Experience, Operations, Finance, and FP&A to balance cost, service levels, and customer outcomes across e-commerce, builder (single- and multi-family), and dropship programs, including Sam’s Club and Wayfair. The Director establishes delivery and service models, standards, operating processes, and performance benchmarks. They oversee carrier and service-provider contracts, vendor governance, budgets, costs, and KPIs; develop scalable offerings such as next-day delivery and premium in-home services; and improve delivery reliability, customer satisfaction, and cost-to-serve. The role also owns returns and reverse logistics, white-glove delivery, installation and haul-away services, damage prevention and claims resolution, and systems supporting final-mile execution and visibility. The position leads network and capacity planning, peak-season and surge strategies, pilots, and continuous improvement initiatives. It provides executive-level reporting and recommendations, develops a high-performing team, and establishes governance, escalation paths, and decision frameworks. Travel is required 25% of the year. The position is not eligible for immigration sponsorship.

Requirements

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 and 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.

Nice To Haves

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 and 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.

Responsibilities

Own the final-mile delivery and in-home services strategy for D2C channels, aligned with customer experience, growth, and cost objectives.
Design and scale delivery and service models, including next-day delivery, premium in-home services, and hybrid carrier/gig models.
Establish service standards, operating models, and performance benchmarks across covered channels.
Negotiate contracts with carriers, service providers, and gig platforms, including rates, SLAs, incentives, and penalties.
Develop and evaluate rate proposals and pricing models to ensure competitive and sustainable economics.
Identify and launch service offerings that differentiate the D2C experience and support customer satisfaction and revenue opportunities.
Manage vendor performance, governance, and quarterly business reviews.
Partner with Engineering, Product, and IT on system requirements, integrations, and roadmap enhancements for final-mile execution and visibility.
Collaborate with fulfillment and upstream logistics teams on capacity, inventory positioning, routing, and handoff challenges.
Work with Customer Experience and Operations to address delivery exceptions, service recovery, and customer feedback.
Partner with Finance and FP&A to manage budgets, forecast costs, and deliver productivity improvements.
Own KPIs including on-time delivery, NPS, damage rates, job completion, cost per order, and carrier compliance.
Drive continuous improvement to reduce cost-to-serve and improve reliability and customer satisfaction.
Lead pilots and test-and-learn initiatives for new partners, service models, and technologies.
Own end-to-end reverse logistics strategy, including return pickups, product disposition, and refurbishment routing.
Coordinate protocols for returned and damaged goods; work to minimize return costs and cycle times and improve the returns process.
Track and report return rates by channel, carrier, and product category, and use insights to drive root-cause reduction.
Define and manage standards for white-glove delivery, in-home installation, and haul-away/removal services.
Ensure service-provider compliance with installation protocols, safety standards, and customer-handling procedures for large-format appliances and TVs.
Develop tiered service offerings such as basic delivery, full installation, and haul-away bundles.
Monitor field technician and installer performance and improve service quality, completion rates, and customer satisfaction.
Own the roadmap and vendor selection for last-mile technology platforms, including TMS, route optimization, tracking and visibility, driver apps, and customer notifications.
Define business requirements and partner with Engineering, Product, and IT to deliver system capabilities for final-mile execution.
Evaluate and integrate emerging technologies such as AI-driven routing, IoT delivery tracking, and automated scheduling.
Ensure data integrity and interoperability across carrier integrations, fulfillment platforms, and customer-facing touchpoints.
Lead network design and capacity planning to ensure adequate coverage, density, and service capability across geographies and D2C channels.
Develop peak-season playbooks and surge-capacity strategies with upstream fulfillment and demand-planning teams.
Identify coverage gaps, underperforming zones, and expansion opportunities, and drive carrier onboarding or network adjustments.
Model and scenario-plan network changes to assess cost, service, and customer-experience trade-offs.
Establish and oversee damage prevention and claims management across final-mile carriers and service providers.
Analyze damage incidents by carrier, route, product type, and handling stage, and implement corrective actions.
Define packaging standards, handling protocols, and carrier liability requirements to reduce damage.
Manage claims resolution, settlements, financial tracking, and reduction of damage-related costs.
Provide executive-level reporting, insights, and recommendations to senior leadership.
Lead and develop a team responsible for day-to-day execution, analytics, and partner management.
Establish governance, escalation paths, and decision frameworks across internal and external stakeholders.
Travel 25% of the year.