Market Delivery Manager - XDT

Lowe's Companies, Inc.•Bessemer, AL

23h•Onsite

About The Position

The Market Delivery Manager (MDM) is primarily responsible for ensuring Delivery Customer Satisfaction through service and quality control standards for customers in a specific market for products purchased through Lowe’s Retail Stores or Lowes Online. Daily interactions will include coordination between the XDT (Cross Dock Terminal), 3PL delivery, Bulk Distribution Centers (BDCs), and Lowe's stores. The MDM works closely with cross-functional business units, including store/operations management, stores, and Field Delivery Directors to identify and implement solutions that support successful home delivery operations, all while acting as an advocate for customers.

Requirements

Bachelor’s Degree – Operations, Supply Chain, or related field and 7 + years of relevant experience.
H.S. Diploma and 9 years of relevant experience.
Knowledge of financial statements and plans.
Ability to lead others to deliver business results and handle multiple tasks in a fast paced environment.
Extensive knowledge of Home Delivery Operations and processes.
Effective problem solving, change leadership, team orientation and empowerment skills.

Responsibilities

Oversees a Market-based ASA(Administrative Service Associates) team responsible to support delivery operations including performance monitoring, inbound call monitoring, customer service escalations, issue identification and resolution and continuous improvement efforts.
Analyzes variances and creates corrective actions related to financial statements and plans.
Prepares action plans, resolves problems, completes audits and identifies trends.
Serve as the market leader of the XDT Network through interactions with 3PL service providers, Lowe’s Supply Chain functional teams, Lowe’s distribution nodes (RDC, BDC, ADC, etc.) and store operations.
Identifies capability gaps and provides coaching in partnership with 3rd party delivery operator’s leadership teams to address gaps and improve service.
Communicates Delivery successes and opportunities regularly with our Retail Selling stores to improve customer sales/delivery experiences.
Builds and maintains Business relationships with Retail and Pro Lowes partners.
Performs supervisory responsibilities including employment decisions regarding hiring, promoting, demoting and terminating, conducting performance reviews, appraisals, coaching and developing associates.
Maintains continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving In Home Customer Delivery experiences.
Reviews Market-level productivity and quality metrics with Markets on a Daily/Weekly and Monthly basis and utilizes this information to drive operations improvements at the Market level.