Customer Delivery Program Manager

Purpose

The Customer Delivery Program Manager role is an excellent opportunity for high-performing professionals seeking to advance their careers into leadership positions. This role serves as a critical support function to the Senior Manager of Customer Delivery, managing Local, LTL, and Same-Day Services shipments, while overseeing Home Delivery operations and providing logistical support to stores, internal teams, and customers. This position combines strategic oversight with hands-on project management, preparing you for higher leadership roles within the organization. This position will report to the Sr. Manager.

Minimum Eligibility Requirements

• Education: Bachelor’s degree or equivalent experience (1 year of relevant experience per 1 academic year of education).
• Experience: Minimum of 3 years in logistics, supply chain, or transportation management.
• Proven ability to solve complex problems, build teams, and deliver results.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, Access, PowerPoint).
• Working knowledge of logistics processes, DOT regulations, and supply chain operations.
• Strong understanding of financial analysis as it relates to logistics operations.
• Excellent organizational, analytical, and communication skills.
• Program manager will be required to have 1:1 monthly meeting with Sr. Manager to discuss future, performance and monthly achievements.

Essential Job Functions

Carrier Oversight

• Manage the sourcing, vetting, auditing, and selection processes for delivery carriers to ensure alignment with operational goals.
• Negotiate contracts and rates with carriers to maximize financial efficiency while maintaining service quality. Final approval will be provided by the Senior Manager and above.
• Enforce compliance with Service Level Agreements (SLAs) through performance monitoring and corrective actions.
• Collaborate with the Senior Manager to conduct monthly and quarterly business reviews, leveraging data provided by the Delivery Operations Analyst.
• Strategically optimize carrier utilization, route planning, and deployment to enhance efficiency and reduce costs.

Operational Excellence

• Act as a liaison between warehouses, stores, e-commerce platforms, and carriers to resolve complex delivery challenges.
• Lead and oversee the claims management process, ensuring timely investigation, resolution, and communication with stakeholders.
• Establish and enforce industry-standard policies and procedures to reduce claims, enhance accountability, and streamline workflows.
• Identify and implement process improvements to enhance operational efficiency and customer satisfaction.
• Analyze market volumes and recommend equipment needs during business reviews, supported by financial justifications.
• Develop and deliver training tools for internal teams and carrier partners to ensure operational excellence.
• Exercise sound financial judgment to make strategic decisions that align with customer expectations and organizational objectives.

Team Leadership

• Provide mentorship and guidance to the Customer Delivery Operations Analyst, offering feedback and supporting their day-to-day activities.
• Foster collaboration among internal teams, including dispatchers, coordinators, and customer service representatives, in partnership with 3PL providers.

Customer Service and Escalation Management

• Address and resolve customer delivery issues and escalations promptly, including direct communication with customers to align resolutions with company and store objectives.
• Ensure operations meet or exceed customer expectations for quality and on-time delivery.
• Act on customer feedback to refine delivery processes and improve satisfaction.

Financial and Data Analysis

• Conduct financial analyses to identify cost-saving opportunities and support strategic decision-making.
• Collaborate with the Delivery Operations Analyst to create and present detailed logistics reports, providing actionable insights and performance metrics to leadership.
• Will be required to handle all invoicing pertaining to Home Delivery and LTL.

Working Conditions (Travel and Environment)

• Travel required up to 30%, including air and car travel.
• Office-based position (Monday through Friday) with approved work-from-home options as determined by the Senior Manager.
• Occasional exposure to warehouse environments with moderate to high noise levels.
• Will have a work cell phone to support stores, internal-external partners and customers.
• This position will also be required to carry a company credit card.

Physical/Sensory Requirements

• Ability to exert 10-20 pounds of force occasionally, and/or negligible force frequently, to lift, carry, push, pull, or otherwise move objects.
• Sedentary work with brief periods of walking or standing.

Ideal Candidate

The ideal candidate is a results-driven professional eager to take on greater responsibilities in logistics and delivery operations. They possess exceptional problem-solving skills, a strong customer-first mindset, and a desire to lead high-impact initiatives. This position provides a clear path to becoming a Senior Manager for Customer Delivery, making it the perfect opportunity for candidates seeking career advancement while contributing to the success of the Customer Delivery program.

Benefits & Rewards

• Bonus opportunities at every level

• Career advancement opportunities

• Relocation opportunities across the country

• 401k with discretionary company match

• Employee Stock Purchase Plan

• Referral Bonus Program

• Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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Equal Employment Opportunity

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.