What You Will Do
The Market Delivery Manager (MDM) is primarily responsible for ensuring Delivery Customer Satisfaction thru service and quality control standards, for customers in a specific market for product purchased thru Lowe's Retail Stores or Lowes Online. Daily interactions will include coordination between the XDT (Cross Dock Terminal), 3PL delivery, Bulk Distribution Centers (BDCs), and Lowe's stores. The MDM works closely with cross-functional business units, including store/operations management, stores, and Field Delivery Directors to identify and implement solutions that support successful home delivery operations, all while acting as an advocate for customers.
Responsibility Statements
• Oversees a Market-based ASA(Administrative Service Associates) team responsible to support delivery operations including performance monitoring, inbound call monitoring, customer service escalations, issue identification and resolution and continuous improvement efforts.
• Knowledge of financial statements and plans. Analyzes variances and creates corrective actions.
• Prepares action plans, resolves problems, completes audits and identifies trends.
• Ability to lead others to deliver business results and handle multiple tasks in a past paced environment.
• Extensive knowledge of Home Delivery Operations and processes.
• Serve as the market leader of the XDT Network through interactions with 3PL service providers, Lowe's Supply Chain functional teams, Lowe's distribution nodes (RDC, BDC, ADC, etc.) and store operations.
• Identifies capability gaps and provides coaching in partnership with 3rd party delivery operator's leadership teams to address gaps and improve service.
• Effective problem solving, change leadership, team orientation and empowerment skills.
• Communicates Delivery successes and opportunities regularly with our Retail Selling stores to improve customer sales/delivery experiences. Builds and maintains Business relationships with Retail and Pro Lowes partners.
• The MDM performs supervisory responsibilities including employment decisions regarding hiring, promoting, demoting and terminating, conducting performance reviews, appraisals, coaching and developing associates.
• Maintains continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving In Home Customer Delivery experiences.
• Reviews Market-level productivity and quality metrics with Markets on a Daily/Weekly and Monthly basis and utilizes this information to drive operations improvements at the Market level.
What you Need to Succeed
Minimum Qualifications
• Bachelor's Degree - Operations, Supply Chain, or related field and 7 + years of relevant experience.
or
H.S. Diploma and 9 years of relevant experience.
