Market Delivery Manager - XDT
About The Position
The Market Delivery Manager (MDM) is responsible for delivery customer satisfaction through service and quality control standards for customers in a specific market purchasing products through Lowe’s retail stores or online. The role coordinates daily with the XDT (Cross Dock Terminal), third-party delivery providers, Bulk Distribution Centers, Lowe’s stores, and other supply chain and operations teams. The MDM works with cross-functional business units and Field Delivery Directors to identify and implement solutions that support successful home delivery operations while advocating for customers. The MDM leads a market-based Administrative Service Associates team and serves as the market leader for the XDT Network. The position includes supervisory responsibilities and close collaboration with third-party delivery partners, Lowe’s distribution nodes, store operations, and retail and Pro partners. The MDM uses market productivity and quality metrics to improve operations and works with delivery partners to resolve service gaps, claims, and complaints. The position requires either a bachelor’s degree in operations, supply chain, or a related field and at least seven years of relevant experience, or a high school diploma and nine years of relevant experience. The stated annual pay range is $101,100 to $168,900. Pay may vary based on factors including position, location, education, training, and experience. Lowe’s describes benefits for eligible associates, including insurance, paid time off, retirement savings, education support, and other programs.
Requirements
- Bachelor’s degree in operations, supply chain, or a related field and at least 7 years of relevant experience; alternatively, a high school diploma and at least 9 years of relevant experience.
- Knowledge of financial statements and plans, including the ability to analyze variances and create corrective actions.
- Ability to lead others and handle multiple tasks in a fast-paced environment.
- Extensive knowledge of home delivery operations and processes.
- Problem-solving, change leadership, team orientation, and empowerment skills.
Responsibilities
- Oversee a market-based Administrative Service Associates team supporting delivery operations, including performance monitoring, inbound call monitoring, customer service escalations, issue identification and resolution, and continuous improvement.
- Analyze financial statements and plans, evaluate variances, and create corrective actions.
- Prepare action plans, resolve problems, complete audits, and identify trends.
- Lead others to deliver business results while handling multiple tasks in a fast-paced environment.
- Serve as the market leader of the XDT Network by coordinating with third-party delivery providers, Lowe’s Supply Chain teams, distribution nodes, and store operations.
- Identify capability gaps and coach in partnership with third-party delivery operator leadership teams to address gaps and improve service.
- Communicate delivery successes and opportunities regularly with retail stores to improve customer sales and delivery experiences, and build and maintain relationships with Retail and Pro Lowe’s partners.
- Make employment decisions regarding hiring, promoting, demoting, and terminating associates; conduct performance reviews and appraisals; and coach and develop associates.
- Maintain ongoing dialogue with third-party vendor partners to address and resolve claims and complaints involving in-home customer delivery experiences.
- Review market-level productivity and quality metrics daily, weekly, and monthly, and use the information to drive market-level operational improvements.
Benefits
- Health, dental, and vision insurance
- Life and disability insurance
- Paid time off, including vacation, holidays, sick time, and volunteer time, based on role, tenure, and locality
- Flexible spending and health savings accounts
- 401(k) retirement account with company match
- Employee Assistance Program, including concierge and work/life services and no-cost counseling
- Education support programs, including tuition assistance and trade skills scholarships
- Business Travel Accident insurance
- Maternity and parental leave
- Adoption assistance
- Lowe’s Associate Discount and broad discount platform
- Potential discretionary benefits based on eligibility, including annual bonuses, Employee Stock Purchase Plan and/or deferred compensation plan enrollment, and grant awards
- Wellness programs
- Learning and development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
