Home Office - USA

Salary Range:$150,000.00 - $170,000.00

Position Id:

Position Responsibilities:
Reporting to the VP Terminal Operations for a leading logistics provider serving the evolving needs of businesses in today’s same-day delivery world. Our client manages daily routed and on-demand delivery services across the country, with a dedicated team of professionals handling jobs of all shapes, sizes, timeframes, and locations. Through deep expertise in the automotive, ecommerce and medical industries, they drive visibility, flexibility, and predictability for their clients across the delivery spectrum from first call to the final mile and everywhere in between.
The Senior Director of Appliance Operations is responsible for facilitating outstanding customer service and satisfaction in the white glove delivery appliance space, both individually and with the support of all relevant functional areas. They will collaborate with Account Management, Sales, Field Operations, IT, and Finance and be required to exceed customer expectations while reaching financial goals. Developing long term relationships with a portfolio of customers and leveraging these relationships to increase loyalty and retention will be paramount. This individual will act as the liaison between the customer and internal departments, including executive sponsors, to manage escalations and ensure customer satisfaction. Coordinate strategy to maintain outstanding customer satisfaction and execute that strategy with terminal operations and support departments to help the company meet their customer retention and growth goals. Must consider the broader dynamics of the company from the top down and balance strategic goals and tactical priorities to make sure the organization can deliver to the customer. Champions the customer within the Terminal Operations Leadership team.

Background Required:
  • Final Mile White Glove (5 yrs)
  • Anticipate and understand customer goals and needs
  • Innovative solution design
  • Create, set, exceed customer specific KPIs
  • Use data from reporting and tracking metrics to drive customer retention
  • Firm understanding of service levels and cost factors
  • Carrier compliance
  • Project management
  • Root cause solutions management
  • Onboard new business
  • Computer literate: Microsoft Products and database management
  • Education: Associate degree
  • Residence: Remote
Background Preferred (but not required):
  • Customer management experience in white glove delivery (5yrs)
  • Large account management
  • Six Sigma Yellow belt or above certification
  • Education: Bachelor’s degree
Other Essential Abilities and Skills:
  • Strategic and servant leader
  • Build and develop customer relationships on a regional, national, and corporate level
  • Communication (written and verbal)
  • Relationship builder (internally and externally to customers)
  • Proactive and results driven
  • Adaptive and responsive
  • Creative and detail oriented
  • Financial acumen
  • Cross functional collaboration (operations, sales, finance, IT)
  • Interpersonal communication
  • Problem solver and conflict resolution ability with multiple parties
  • Team player (operates through consensus)

If you are interested in this opportunity but you’re not ready to apply, please email the Practice Leader provided below with your questions.

Senior Practice Leader: Kendra Rocha
Private Fleet & Final Mile

330.664.9400, ext.163

Click here to apply online