Customer Delivery Program Manager

Purpose

The Customer Delivery Program Manager role is an excellent opportunity for high-performing professionals seeking to advance their careers into leadership positions. This role serves as a critical support function to the Senior Manager of Customer Delivery, managing Local, LTL, and Same-Day Services shipments, while overseeing Home Delivery operations and providing logistical support to stores, internal teams, and customers. This position combines strategic oversight with hands-on project management, preparing you for higher leadership roles within the organization. This position will report to the Sr. Manager.

Minimum Eligibility Requirements

• Education: Bachelor’s degree or equivalent experience (1 year of relevant experience per 1 academic year of education).
• Experience: Minimum of 3 years in logistics, supply chain, or transportation management.
• Proven ability to solve complex problems, build teams, and deliver results.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, Access, PowerPoint).
• Working knowledge of logistics processes, DOT regulations, and supply chain operations.
• Strong understanding of financial analysis as it relates to logistics operations.
• Excellent organizational, analytical, and communication skills.
• Program manager will be required to have 1:1 monthly meeting with Sr. Manager to discuss future, performance and monthly achievements.

Essential Job Functions

Carrier Oversight

• Manage the sourcing, vetting, auditing, and selection processes for delivery carriers to ensure alignment with operational goals.
• Negotiate contracts and rates with carriers to maximize financial efficiency while maintaining service quality. Final approval will be provided by the Senior Manager and above.
• Enforce compliance with Service Level Agreements (SLAs) through performance monitoring and corrective actions.
• Collaborate with the Senior Manager to conduct monthly and quarterly business reviews, leveraging data provided by the Delivery Operations Analyst.
• Strategically optimize carrier utilization, route planning, and deployment to enhance efficiency and reduce costs.

Operational Excellence

• Act as a liaison between warehouses, stores, e-commerce platforms, and carriers to resolve complex delivery challenges.
• Lead and oversee the claims management process, ensuring timely investigation, resolution, and communication with stakeholders.
• Establish and enforce industry-standard policies and procedures to reduce claims, enhance accountability, and streamline workflows.
• Identify and implement process improvements to enhance operational efficiency and customer satisfaction.
• Analyze market volumes and recommend equipment needs during business reviews, supported by financial justifications.
• Develop and deliver training tools for internal teams and carrier partners to ensure operational excellence.
• Exercise sound financial judgment to make strategic decisions that align with customer expectations and organizational objectives.

Team Leadership

• Provide mentorship and guidance to the Customer Delivery Operations Analyst, offering feedback and supporting their day-to-day activities.
• Foster collaboration among internal teams, including dispatchers, coordinators, and customer service representatives, in partnership with 3PL providers.

Customer Service and Escalation Management

• Address and resolve customer delivery issues and escalations promptly, including direct communication with customers to align resolutions with company and store objectives.
• Ensure operations meet or exceed customer expectations for quality and on-time delivery.
• Act on customer feedback to refine delivery processes and improve satisfaction.

Financial and Data Analysis

• Conduct financial analyses to identify cost-saving opportunities and support strategic decision-making.
• Collaborate with the Delivery Operations Analyst to create and present detailed logistics reports, providing actionable insights and performance metrics to leadership.
• Will be required to handle all invoicing pertaining to Home Delivery and LTL.

Working Conditions (Travel and Environment)

• Travel required up to 30%, including air and car travel.
• Office-based position (Monday through Friday) with approved work-from-home options as determined by the Senior Manager.
• Occasional exposure to warehouse environments with moderate to high noise levels.
• Will have a work cell phone to support stores, internal-external partners and customers.