Field Services Manager

Company Overview

Sleep Number is a sleep wellness technology leader. For nearly four decades, we have placed sleep at the center of wellbeing, improving over 15 million lives with our Sleep Number smart beds. We are guided by our purpose – to improve the health and wellbeing of society through higher quality sleep. This is exemplified through our 4,000+ mission-driven team members who passionately innovate to drive value creation through our vertically integrated business model, owning the process from start to finish, including selling in our over 650 stores nationwide.

Our team members are encouraged to bring their whole selves to work, sharing their unique perspectives, backgrounds and skills with Sleep Number every day. Whether you are entering, returning or experienced in the workforce, we have a place for you. We hope you join us in creating the future through higher quality sleep.

Position Purpose

This role is critical to the Field Services organization as this frontline leader acts as an independent decision maker to advance operational excellence, customer experience and team member engagement within a defined market(s). The Field Services Manager models the behavior expected of all Technicians while providing an exceptional customer experience. This role will provide education and training for new hires and all team members in the defined market. The Field Services Manager will act as a conduit with Field Services leadership regarding market operations and Technician performance. This position manages the tactical activities of a Home Delivery market to achieve the Company’s safety, financial, service level and quality goals to ensure execution to specified delivery standards.

Primary Responsibilities

• Managing, supervising and supporting all field team members of assigned area
  • Champion safety by ensuring the adherence to safety procedures in the workplace
  • Ensures all Department of Transportation (DOT) processes and guidelines are followed and all Sleep Number trucks meet safety and productivity standards
  • Lead daily dock operations to include scheduling and manifest review, route efficiency and freight accuracy to ensure on time delivery and first time complete, focusing on continuous improvement in efficiencies to drive down cost
  • Monitor and assess team and individual performance; ensures processes are adhered to, performs talent management efforts by providing coaching, performance management and building a talent pipeline
  • Create open lines of communication for field team members for on the job questions and concerns, escalating to Field Services leadership as a speaker for the field. Provides consistent two-way communication to and from team members to inform of key messages, goals, changes to processes, and performance results.
  • Drive team member engagement and recognition efforts
  • Responsible for recruiting, interviewing and successfully onboarding all new hires
  • Partner with Region/Territory Manager on strategy and efficiencies inclusive of analyzing area P&L and performance metrics; vendor partnerships inclusive of temp agency and truck rentals; and influence the market’s demand planning and forecasting
  • Develop and maintain relationships with Retail sales team leaders; partner to resolve customer issues or escalations

• Conduct visits in customer’s home including driving to/from homes, delivery, relocating and assembling/repairing products to specifications and service recovery situations.
  • Focusing while on route of modeling, coaching and training on TRUST and Home Delivery Operating Procedures to drive adherence and customer satisfaction
  • Ensure the Sleep Number mission, vision and values are being modeled

Position Requirements

• High school diploma or GED equivalency required; Bachelor’s Degree preferred
• 2-3 years of leadership experience within services
• Customer Service experience preferred
• Delivery experience/driving experience preferred
• Must be 21 years or older
• Proven ability to hire, lead and inspire a highly technical and remote workforce
• Strong understanding of a service environment and infrastructure that promotes service excellence, operational efficiencies, employee engagement, superior customer service, and P&L management
• Ability to maintain high morale and engagement with employees and demonstrated strong leadership and communication skills (written and verbal)
• Demonstrated ability to execute complex processes in a fast-paced environment
• General computer skills inclusive of Microsoft Office Suite programs
• Must have excellent customer service and verbal & written communication skills
• Must have the ability to work directly with customers and