Position SummaryThis role is not eligible for immigration sponsorship
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Role and ResponsibilitiesThe Director of Direct-to-Consumer Final Mile Logistics is responsible for the end-to-end strategy, execution, and continuous improvement of last-mile delivery and in-home service operations supporting D2C channels. This role owns carrier and vendor partnerships, commercial negotiations, and the development of scalable, differentiated service offerings while working cross-functionally to ensure seamless upstream and downstream execution.
The Director partners closely with Engineering, E-commerce Fulfillment, Supply Chain, Customer Experience, and Finance to optimize cost, service levels, and customer outcomes across multiple fulfillment channels.
- E-commerce
- Builder (Single and Multi-Family)
- Dropship Programs (Sam's Club and Wayfair)
Position ObjectiveFinal Mile Strategy & Execution- Own the final-mile delivery and in-home services strategy for D2C channels, ensuring alignment with customer experience, growth, and cost objectives.
- Design and scale delivery and service models (e.g., next-day delivery, premium in-home services, hybrid carrier/gig models).
- Establish service standards, operating models, and performance benchmarks across all covered channels.
Carrier & Vendor Partnerships- Lead contract negotiations with carriers, service providers, and gig platforms, including rate cards, SLAs, incentive structures, and penalties.
- Develop and evaluate rate proposals and pricing models (PPM, per-stop, tiered service fees, etc.) to ensure competitive and sustainable economics.
- Identify and launch new service offerings that differentiate the D2C experience and drive customer satisfaction and revenue opportunities.
- Manage ongoing vendor performance, governance, and quarterly business reviews (QBRs).
Cross-Functional Collaboration- Partner with Engineering / Product / IT to define system requirements, integrations, and roadmap enhancements supporting final-mile execution and visibility.
- Collaborate with E-commerce Fulfillment and Upstream Logistics teams to resolve capacity, inventory positioning, routing, and handoff challenges that impact last-mile performance.
- Work closely with Customer Experience and Operations teams to address delivery exceptions, service recovery, and customer feedback loops.
- Partner with Finance and FP&A to manage budgets, forecast costs, and deliver productivity improvements.
Performance Management & Optimization- Own key KPIs including on-time delivery, NPS, damage rates, job completion, cost per order, and carrier compliance.
- Drive continuous improvement initiatives to reduce cost-to-serve while improving reliability and customer satisfaction.
- Lead pilots and test-and-learn initiatives to validate new partners, service models, and technologies.
Returns & Reverse Logistics- Own the end-to-end reverse logistics strategy for D2C channels, including return pickups, product disposition, and refurbishment routing.
- Coordinate carrier and service provider protocols for returned and damaged goods, ensuring timely resolution and cost-effective disposition.
- Partner with Customer Experience and Supply Chain teams to minimize return costs, reduce cycle times, and continuously improve the returns process.
- Track and report on return rates by channel, carrier, and product category, leveraging insights to drive root cause reduction initiatives.
White Glove, Installation & Haul-Away Services- Define and manage service standards for white glove delivery, in-home installation, and haul-away/removal services across all covered SKUs and D2C channels.
- Ensure service provider compliance with installation protocols, safety standards, and customer-handling procedures for large-format appliances and TVs.
- Develop tiered service offerings (e.g., basic delivery, full installation, haul-away bundles) that align with customer expectations and drive incremental revenue.
- Monitor field technician and installer performance metrics, driving continuous improvement in service quality, completion rates, and customer satisfaction scores.
Technology, Tools & Platform Ownership- Own the roadmap and vendor selection for last-mile technology platforms, including Transportation Management Systems (TMS), route optimization tools, real-time tracking/visibility platforms, driver apps, and customer notification systems.
- Define business requirements and partner with Engineering, Product, and IT teams to ensure timely delivery of system capabilities that support final-mile execution.
- Evaluate and integrate emerging technologies (e.g., AI-driven routing, IoT delivery tracking, automated scheduling) to drive operational efficiency and customer experience improvements.
- Ensure data integrity and system interoperability across carrier integrations, fulfillment platforms, and customer-facing touchpoints.
Capacity Planning & Network Design- Lead network design and capacity planning efforts to ensure adequate last-mile coverage, density, and service capability across all geographies and D2C channels.
- Develop peak season playbooks (e.g., holiday, promotional events) and surge capacity strategies in partnership with upstream fulfillment and demand planning teams.
- Identify coverage gaps, underperforming zones, and expansion opportunities; drive carrier onboarding or network adjustments to address them.
- Model and scenario-plan network changes to assess cost, service level, and customer experience trade-offs before implementation.
Damage & Claims Management- Establish and oversee a comprehensive damage prevention and claims management program across all final-mile carriers and service providers.
- Conduct root cause analysis on damage incidents by carrier, route, product type, and handling stage; implement targeted corrective action plans.
- Define packaging standards, handling protocols, and carrier liability requirements to minimize in-transit and in-home damage rates.
- Manage the end-to-end claims resolution process, ensuring timely settlements, accurate financial tracking, and continuous reduction in damage-related costs.
Leadership & Governance- Provide executive-level reporting, insights, and recommendations to senior leadership.
- Lead and develop a high-performing team responsible for day-to-day execution, analytics, and partner management.
- Establish clear governance, escalation paths, and decision frameworks across internal and external stakeholders.
Skills and QualificationsMinimum Qualifications:- 12+ years of experience in final mile, transportation, supply chain, or e-commerce logistics, with progressive leadership responsibility.
- Proven experience negotiating carrier and vendor contracts and managing complex service networks.
- Strong cross-functional leadership skills with experience partnering with engineering/IT and fulfillment teams.
- Deep understanding of D2C logistics economics, service models, and customer experience drivers.
- Executive-level communication and stakeholder management capabilities.
- Ability to travel 25% of the year
Preferred Qualifications:- Experience supporting large-scale D2C or omnichannel retail operations.
- Familiarity with dropship programs and multi-partner fulfillment ecosystems.
- Experience launching premium delivery or in-home service offerings.
- Data-driven mindset with strong analytical and financial acumen.
- Strong leadership skills with the ability to manage teams and drive strategic initiatives to completion.
- Excellent analytical and problem-solving skills, with a focus on innovation and continuous improvement.
- Proven ability to manage budgets and optimize costs while delivering high-quality results.
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Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/
Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.
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