Final Mile Manager

Charlotte HUB•Charlotte, NC

17h

About The Position

The Final Mile Manager leads Final Mile Partners and third-party logistics (3PL) relationships and oversees the overall performance of final-mile operations at designated hubs. The role ensures providers follow Arhaus standard operating procedures, meet delivery deadlines, and deliver a consistent, brand-right customer experience. It requires a local, hands-on presence and active participation in hub operations to ensure service meets or exceeds customer needs. Working with the 3PL Provider Management team, the manager oversees daily hub operations, delivery performance, provider partnerships, and service improvements. The role also supports local store teams, investigates delivery failures and escalations, conducts operational audits, shares product and assembly information for delivery-team training, and approves 3PL invoices for billing accuracy.

Requirements

High school diploma required; a college degree is preferred.
3–5 years of experience in logistics or home delivery operations.
Valid driver's license.
Reliable transportation.
Working knowledge of database applications, including Microsoft Office programs such as Excel, Outlook, PowerPoint, Word, and Teams.
Flexibility with work hours when necessary; typical start times are 6 a.m.
Use of a personal vehicle for ride-alongs and store visits.
No physical limitations that prevent carrying and moving furniture weighing up to 150 pounds.
Ability to maintain confidentiality of customer information.
Knowledge of operations.
Ability to handle confrontation and resolve conflicts.
Commitment to meeting or exceeding internal and external customer standards.
Ability to adapt quickly to change, multitask, manage competing priorities, and manage time effectively.
Self-starter able to work independently and make decisions with limited supervision.
Ability to thrive in a fast-paced environment.
Analytical ability to understand business challenges, solve complex problems, and drive solutions.
Demonstrated ability to communicate, collaborate, and influence cross-functionally, achieving results through internal and external partnerships.

Nice To Haves

College degree.

Responsibilities

Oversee day-to-day operations at designated hub facilities in partnership with the 3PL Provider Management team, ensuring adherence to SOPs.
Monitor key performance metrics, including cost per stop, order cycle time, on-time delivery percentages, return and exchange rates, and customer satisfaction.
Participate in morning loadouts and standup meetings with drive teams and 3PL Provider Management.
Build strong internal and external partnerships and support local store management teams as issues arise.
Attend store transfer deliveries regularly.
Work with 3PL Provider Management to identify improvement opportunities and share best practices across locations and with colleagues.
Share product-specific information and assembly instructions with delivery teams to promote training and education.
Conduct on-site operational audits to maintain accountability to Arhaus standards.
Monitor the delivery experience and investigate delivery failures and escalations, providing resolutions and root-cause findings to internal and external customers.
Approve 3PL provider invoices for billing accuracy.