About the Company
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A leading retail organization is seeking an experienced Final Mile Manager to drive excellence in last-mile delivery operations. This strategic role focuses on optimizing delivery performance, managing carrier relationships, and leading high-performing teams to ensure customers receive outstanding service. The ideal candidate brings a proven track record in logistics management, process improvement, and operational leadership within a fast-paced distribution environment.
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About the Role
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This role is centered on ensuring exceptional last-mile delivery operations through effective leadership and strategic partnerships.
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Responsibilities
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Delivery Operations Leadership
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- Direct daily last-mile transportation activities including routing, scheduling, and fleet dispatch
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- Oversee vehicle fleet to ensure maintenance compliance, operational efficiency, and regulatory adherence
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- Track delivery performance metrics in real-time and implement corrective actions for service issues
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- Partner with distribution center teams to ensure smooth transitions from warehouse to delivery
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- Establish and enforce operational standards and best practices across all delivery processes
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- Maintain full compliance with Department of Transportation requirements and safety protocols
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People & Team Development
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- Build and lead a skilled team of drivers, dispatchers, and logistics coordinators
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- Provide ongoing performance feedback, coaching, and development opportunities
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- Cultivate an environment emphasizing safety, ownership, and exceptional customer care
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- Adjust workforce capacity to align with demand fluctuations and peak season requirements
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- Facilitate regular team meetings to communicate goals, priorities, and performance updates
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Third-Party Logistics Management
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- Develop strategic partnerships with external delivery providers and logistics vendors
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- Lead contract negotiations to achieve optimal balance of cost efficiency and service excellence
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- Evaluate carrier performance through data analysis and scheduled performance reviews
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- Expand delivery network by qualifying and integrating new transportation partners
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- Address provider escalations related to performance shortfalls or financial disputes
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Data-Driven Improvement Initiatives
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- Monitor critical metrics such as delivery timeliness, transportation costs, and customer feedback scores
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- Analyze performance data to uncover patterns, underlying issues, and enhancement opportunities
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- Execute operational improvements leveraging technology and process redesign
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- Prepare executive-level reports showcasing results and strategic recommendations
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- Champion initiatives that streamline operations across fulfillment and delivery functions
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Customer Satisfaction Management
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- Facilitate transparent communication with customers regarding delivery expectations and real-time status
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- Own resolution process for complex customer concerns and service recovery
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- Deploy feedback collection systems to capture customer insights and drive improvements
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- Work closely with customer care teams to address delivery-related questions and concerns
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- Achieve or exceed established customer satisfaction benchmarks
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Financial Planning & Control
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- Create and oversee yearly budget for transportation operations
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- Control operational expenditures and pursue cost reduction strategies
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- Enhance route planning and load optimization to minimize delivery expenses
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- Monitor budget performance and execute adjustment plans when needed
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Qualifications
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Required
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- Bachelor's degree in Supply Chain, Logistics, Business, or related discipline (preferred) or equivalent professional experience
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- 5+ years in transportation management, logistics operations, or last-mile delivery leadership
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- 3+ years successfully managing operations teams in frontline delivery environments
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- Expertise in route planning, fleet oversight, and transportation logistics
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- Demonstrated success managing operational budgets and achieving efficiency targets
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- Hands-on experience with transportation management platforms and routing technologies
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- Strong analytical capabilities with focus on data interpretation and strategic decision-making
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- Excellent verbal and written communication skills across all organizational levels
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- Advanced proficiency in Microsoft Excel, PowerPoint, and Word
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Preferred
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- Background in retail fulfillment, e-commerce logistics, or large product delivery operations
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- Working knowledge of DOT compliance requirements and commercial vehicle regulations
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- Process improvement certification (Lean, Six Sigma, or similar methodology)
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- Familiarity with delivery technology solutions such as Onfleet, Bringg, or comparable platforms
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- Experience with premium delivery services including white glove and in-home installation
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- Track record managing hybrid delivery models combining internal teams and third-party providers
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Pay range and compensation package
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Details regarding pay range or salary or compensation will be provided during the interview process.
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Equal Opportunity Statement
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We are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals.
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