Premium Delivery Associate

The Thuma team is looking for a Premium Delivery Associate to join our effective, lean, quickly growing team. We hire for integrity, initiative, collaborative spirit, open-mindedness, and willingness to learn. 
Reporting to the Senior Manager of Outbound Operations, you’ll use your scrappy, problem-solving abilities to support key daily operational activities that contribute to a best-in-class premium delivery experience. You’ll work closely with Thuma’s Logistics and Customer Experience teams as well as external delivery partners. You will make an impact by ensuring that Thuma customers receive consistently excellent in-home delivery and assembly while we push to elevate the experience with branded touches and industry-leading transit times.
Thuma’s Logistics team is distributed across the country and this role is designed to be remote. If the right candidate lives in the same market as coworkers, there may be opportunities for in-person co-working. The role will require occasional travel for team off-sites as well as partner visits.
In recognition of the personal and professional benefits that team members gain from time spent together in person, we organize a range of events throughout each year designed to bring our entire team together!

Key Responsibilities:

• Tactical Operations:
• Manage daily operations of white glove partners
• Partner with Customer Experience and Operations teams to prevent and respond to delivery issues, escalating as necessary 
• Ensure that VIP orders receive a 6-Star Experience. Proactively track high-value, hospitality/trade, PR, and B2B orders
• Serve as point of contact for Thuma retail store staff regarding Premium Delivery program as well as specific in-store orders
• Communicate new product launches to white glove carriers and manage training programs to ensure all delivery hubs have received assembly instructions 


• Reporting:
• Provide a weekly scorecard to track premium delivery KPIs and share customer feedback
• Analyze customer surveys and provide root cause analysis for unsatisfactory ratings
• Review white glove carrier invoices and spot-check to ensure accuracy


• Projects + Initiatives:
• Optimize middle-mile freight to minimize transit time and cost
• Partner with Logistics team to expand Premium Delivery into new markets
• Work with Brand team to implement a surprise and delight program for white glove deliveries

This Might Describe You (role specific):

• 1-3 years work experience in operations, logistics, ecommerce, or customer experience
• Familiar with freight logistics and white glove delivery
• Customer-focused and passionate about delivering ‘wow’ moments for ecommerce customers
• Comfortable managing third-party carriers and providing constructive feedback
• Competent with G-suite, light data analysis, and operations systems (WMS, carrier platforms)
• Strong communication skills, and ability to be concise and clear with both internal teams and third-party partners
• Action bias and solutions-oriented mindset
• Willing to travel as necessary for team on-sites and partner visits (1-2 times per quarter)

This Might Describe You:

• You are comfortable with ambiguity and autonomy
• You have a high bar for quality and believe in continuous improvement
• You’re able to manage your time and add value that the broader team can feel without being told what to do
• You’re comfortable receiving and providing feedback
• You’re a team player and come to each new project with enthusiasm and a willingness to learn 
• You have the ability to quickly adapt in a high-paced environment
• You’re looking for a healthy work-life balance

Why Join UsEquity/401k: Participation in employee stock option plan and our 401k program where we will match up to 6% of your contributionsBenefits: Comprehensive medical, dental + vision coverage options with generous employer contributionsExtras: 12 weeks of paid parental leave and company sponsored membership at One MedicalDream Setup: MacBook Air, Airpod Pros, Magic Mouse, Magic Keyboard, Display ScreenFlex Time: Run errands as needed, just get your stuff doneFlexible PTO: We believe healthy, happy, relaxed people do better workHybrid: Flexibility to work between your home and our office with everything you need to be successful in bothEmployee Discount: We provide an employee discount of 40% off all Thuma productsCell Phone Stipend: $100 per month to recognize that you will use your cell phone for work related thingsCommute Reimbursement: Up to $150 per month for your commute to our officeRoom Upgrade: A complimentary product credit wh