Market Delivery Manager - XDT

Market Delivery Manager

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 fast-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.

About Lowe's:

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE 35 home improvement company serving approximately 20 million customers weekly in the United States and Canada. With fiscal year 2020 sales of nearly $90 billion, Lowe's and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ over 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts.