(USA) Director, Regional Fulfillment - D.C.

Position Summary...

What you'll do...

Collaborates extensively with a broad range of stakeholders across an assigned region to obtain comprehensive market research and data. Reviews and synthesizes key performance indicators across multiple regions and business units to build strategic action plans focused on improving performance. Conducts in-depth research, evaluation, and analysis of vast datasets. Identifies and addresses operational and driver experience gaps on a larger scale. Develops and implements robust fulfillment solutions to enhance program and process metrics, ensuring scalability and sustainability. Leads complex, large-scale process improvement projects and leverages advanced data analytics to provide actionable insights and drive significant improvements.

Sets clear expectations, performance measures, and goals and assists Market Fulfillment team members in doing the same within assigned regions. Plans for and ensures that team members have the necessary information, resources, implementation times, and talent to accomplish business initiatives. Identifies and plans for performance improvements using key business metrics, ensuring that the team is well-equipped to achieve objectives efficiently across all markets in assigned area.

At a regional level, understands and participates in all end-to-end aspects of store fulfillment, including picking, staging, dispensing, and delivering customer/member orders through all channels. Drives the execution of multiple business plans and projects by identifying the needs of customers, delivery service providers, and operational requirements. Develops and communicates business plans and priorities effectively, while also removing barriers and obstacles that impact performance or the experiences of associates, customers, and drivers. By providing necessary resources, identifying performance standards, measuring progress, and making adjustments as needed, ensures optimal performance. Develops contingency plans, demonstrates adaptability, and supports continuous learning to maintain and improve regional operations.

Effectively manages and optimizes fulfillment operations across multiple locations within an assigned region. Establishes and communicates clear performance expectations and goals for their teams, ensuring alignment with overall business objectives. Leverages data analytics to monitor key performance indicators, identifies areas for improvement, and implements strategic initiatives to enhance efficiency and productivity. By fostering a collaborative and results-driven environment, motivates team members to achieve high standards of performance and customer satisfaction. Ensures the availability of necessary resources, provides ongoing training and development opportunities, and holds team members accountable for meeting targets. Demonstrates adaptability, proactively addressing challenges and adjusting plans as needed to ensure seamless operations and continuous improvement across all fulfillment channels.

Supports driver supply and enhances driver experiences through partnership with key stakeholders that support the Spark Driver program. Identifies and escalates opportunities for resolution (for example, addressing driver engagement gaps, incentive needs, driver search and surge opportunities, issues within driver zones, problems with driver application technology). Addresses instances of fraudulent driver actions. To gain a comprehensive understanding of driver and customer experience pain points, completes deliveries to directly address and resolve any issues that arise. Promotes new technology that is deployed to streamline online experiences.

Supports the implementation and sustainment of digital change initiatives, mobile applications, digital roadmaps, and product launches across multiple markets