Senior Director, Product - Last Mile and Delivery

The Senior Director, Product – Last Mile & Delivery will own the product strategy, roadmap, and execution for Ashley’s last mile delivery experience across our manufacturing, distribution, and Ashley HomeStore network. This leader will design and evolve the digital and operational products that power home delivery of big & bulky furniture, white‑glove services, and in‑home technician support . You will translate Ashley’s growth strategy and operational capabilities into seamless, customer‑obsessed delivery experiences—from scheduling and tracking to room‑of‑choice setup and post‑delivery care—while improving cost, reliability, and scalability across our vertically integrated network. Impact This role will be central to how customers experience Ashley , directly influencing NPS, repeat purchase behavior, and brand loyalty. Success means fewer delivery issues, faster and more predictable service, and a differentiated “Ashley experience” in the home, enabled by world‑class digital products and tools used by customers, stores, customer care, drivers, and 3PL partners. Key Responsibilities Define and own the multi‑year product vision and roadmap for last mile and delivery experiences across Ashley’s DTC, HomeStore, marketplace, and retail partners. Lead discovery and market research specific to big & bulky, white‑glove furniture delivery , identifying opportunities to delight customers and remove friction. Align product strategy with Ashley’s manufacturing, distribution, and retail operations , ensuring solutions work end‑to‑end—from plant, to DC, to customer home. Product Execution & Operational Excellence Translate strategy into clear product requirements and user stories for engineering, design, and data teams (e.g., delivery scheduling, routing intelligence, customer notifications, proof of delivery, returns). Partner closely with Transportation, DC Operations, HomeStore Ops, Customer Care, and IT to launch products that improve on‑time delivery, first‑attempt success, and damage rates . Define and monitor product KPIs (delivery NPS, reschedule/cancel rates, cost per stop, contact rate) and iterate based on performance. Standardize digital and process experiences for home delivery, white glove setups, exchanges/returns, and in‑home service visits across all markets. Innovation in Last Mile & Technology Drive innovation in delivery scheduling, capacity management, self‑service tools, and driver/technician apps that are purpose‑built for furniture and décor. Evaluate and integrate technologies (TMS, telematics, routing optimization, SMS/email/app notifications, photo documentation, AI‑based ETA prediction). Partner with data science and analytics teams to leverage AI/ML for demand forecasting, route optimization, and exception management . Stakeholder & Partner Management Build strong partnerships with Transportation & Logistics, Supply Chain, Stores, E‑Commerce, Customer Care, Finance, and IT to ensure aligned priorities and integrated execution. Collaborate with 3PLs, delivery partners, and service providers to ensure Ashley’s product experiences are supported in the field. Present product strategy, roadmap updates, and results to Ashley senior leadership , influencing decisions with clear customer and financial impact. Lead and grow a high‑performing product team (Product Managers, Product Owners, Analysts) focused on last mile experiences. Establish product operating rhythms (prioritization, planning, discovery, retrospectives) that promote accountability, speed, and quality . Foster a culture of customer obsession, collaboration, and continuous improvement across Product, UX, Engineering, and Operations partners. Financial & Business Impact Build robust business cases and ROI models for new last mile products and enhancements (e.g., new service tiers, self‑service flows, automation). Influence investment decisions by articulating the impact on revenue, cost, NPS, and repeat rate . Support Transportation and Supply Chain in identifying new revenue streams (e.g., premium delivery windows, assembly add‑ons) and cost efficiencies via product design. Required Qualifications Bachelor’s degree in Business, Product Management, Supply Chain, Engineering, or related field ; MBA or advanced degree preferred. 10–12+ years of product management experience , with at least 5+ years owning customer‑facing or operations‑facing products at scale. Demonstrated success building products in last mile, logistics, e‑commerce, or retail —preferably in big & bulky or home delivery. Proven record of end‑to‑end product ownership : discovery, strategy, requirements, launch, and iteration using agile methods. Experience working in or with transportation, logistics, or supply chain teams , and familiarity with TMS/WMS/routing technologies. Strong analytical and financial acumen , comfortable with data, A/B testing, and translating metrics into product decisions. Experience influencing senior stakeholders in a matrixed, multi‑location organization . Preferred Qualifications Direct experience in furniture, appliances, or other large item home delivery . Background working with white‑glove delivery, installation, or in‑home service providers . Hands‑on experience integrating with 3PLs, carriers, and last mile platforms . Exposure to Ashley HomeStore or similar store/retail networks , balancing store and digital experiences. Core Competencies Strategic product thinking & execution Strong communication and storytelling to senior leaders Change management in operations‑heavy environments Innovation & continuous improvement mindset Ability to travel up to ~30–40% to visit DCs, HomeStores, transportation hubs, and delivery partners. Comfortable spending time in warehouses, cross‑docks, and in‑market delivery operations to see products in action. Standard hybrid office environment, collaborating across time zones and functions #J-18808-Ljbffr Ashley Furniture Industries