🚀 Field Delivery Director

Overview

The FDD anticipates and ensures the desired customer experience by identifying capacity and process gaps in partnership with third-party delivery providers to address these gaps. The role is responsible for developing and implementing strategies that foster a positive, inclusive, and high-performing organizational culture; aligning the company’s mission, vision, and values with daily operations; and ensuring that all employees feel engaged, valued, and motivated.

Provides oversight and drives accountability including our 3PL Provider operating 7 days per week. Establishes clear safety goals and maintains expectations, leading by example with all safety practices including safety audits and providing necessary resources and support for a safe work environment. Continuously identifies opportunities to improve operational efficiency through improved systems capability, process improvement, product flow methods, and applied technology; performs benchmarking of Lowe’s Final Mile to identify strengths and weaknesses, and identify required improvement projects.

Monitors post-delivery feedback through Likelihood to Recommend (LTR) reporting and Key Performance Indicators (KPIs), along with service standards defined in the Statement of Work (SOW). Supports capacity planning efforts in the assigned Region, including annual and peak capacity planning; reviews market productivity and quality metrics monthly and uses this information to drive improvements at the division, market, or region. Facilitates positive relationships between vendor carrier management staff and the stores and supports remote Lowe’s locations with in-house delivery teams and ensures compliance with Lowe’s policies and procedures.

Responsible for recruiting, hiring, training, and developing top talent for succession and that is driven to win. Leads, engages, and builds a culture of winning with direct reports.

Responsibilities

• The FDD anticipates and ensures the desired customer experience by identifying capacity and process gaps in partnership with third-party delivery providers to address these gaps.
• Develops and implements strategies that foster a positive, inclusive, and high-performing organizational culture.
• Aligns the company’s mission, vision, and values with daily operations and ensures employees feel engaged, valued, and motivated.
• Provides oversight and drives accountability including our 3PL Provider operating 7 days per week.
• Establishes clear safety goals and maintains expectations, leading by example with safety practices including safety audits and providing necessary resources and support for a safe work environment.
• Continuously identifies opportunities to improve operational efficiency through better systems capability, process improvement, product flow methods, and applied technology; benchmarks Lowe’s Final Mile to identify strengths, weaknesses, and improvement projects.
• Drives adherence to invoicing processes and ensures accuracy of all invoicing in the assigned market.
• Maintains ongoing communication and relationship building with delivery providers and store operations leadership to align with delivery program objectives and safety compliance within the XDT as the single point of contact.
• Assists with escalated customer issues/complaints related to delivery and store complaints regarding contracted 3PL Independent Contractors.
• Drives compliance of stores and delivery providers to delivery program SOPs.
• Supports onboarding of new stores and XDTs to defined delivery 3PL providers.
• Monitors post-delivery feedback and KPI reporting, with service standards defined in the SOW.
• Holds delivery vendors accountable when not meeting Service Agreements and follows up to determine reasons for SLA failure.
• Facilitates market Quarterly Business Review (QBR) process – a standardized format for reviewing metrics against goals and planning for the next quarter.
• Researches problems and identifies root causes, then provides or recommends appropriate resolutions (e.g., training) and raises visibility to leadership in Lowe’s.
• Supports capacity planning efforts in the assigned region, including annual and peak capacity planning.
• Reviews market productivity and quality metrics monthly and uses this information to drive operations improvements at the division, market, or region.
• Facilitates positive relationships between vendor carrier management staff and the stores.
• Supports remote Lowe’s locations with in-house delivery teams and ensures compliance with Lowe’s policies and procedures.
• Responsible for recruiting, hiring, training, and developing top talent for succession and that is driven to win.
• Leads, engages, and builds a culture of winning with direct reports.

Minimum Requirements

• Bachelor’s Degree and with 5 years’ experience in retail/final mile (Big Box) leadership or professional environment or 10 years of experience in retail leadership or professional environment
• 5 years leadership experience with direct or indirect report responsibility
• Experience working in a matrixed environment where had to influence others without direct authority
• Experience independently managing escalated customer service issues and complaints
• Experience creating holistic solutions/plans to solve systemic customer issues

Preferences

• Experience applying DOT regulations to job responsibilities
• Leadership experience with direct report responsibility
• Experience analyzing and using internal (e.g., P&L, exception reports) and external (e.g., customer and industry) sources of data to make fact-based decisions

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit