Final Mile Manager

About the Company

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.

About the Role

This role is centered on ensuring exceptional last-mile delivery operations through effective leadership and strategic partnerships.

Responsibilities

Delivery Operations Leadership

• Direct daily last-mile transportation activities including routing, scheduling, and fleet dispatch
• Oversee vehicle fleet to ensure maintenance compliance, operational efficiency, and regulatory adherence
• Track delivery performance metrics in real-time and implement corrective actions for service issues
• Partner with distribution center teams to ensure smooth transitions from warehouse to delivery
• Establish and enforce operational standards and best practices across all delivery processes
• Maintain full compliance with Department of Transportation requirements and safety protocols

People & Team Development

• Build and lead a skilled team of drivers, dispatchers, and logistics coordinators
• Provide ongoing performance feedback, coaching, and development opportunities
• Cultivate an environment emphasizing safety, ownership, and exceptional customer care
• Adjust workforce capacity to align with demand fluctuations and peak season requirements
• Facilitate regular team meetings to communicate goals, priorities, and performance updates

Third-Party Logistics Management

• Develop strategic partnerships with external delivery providers and logistics vendors
• Lead contract negotiations to achieve optimal balance of cost efficiency and service excellence
• Evaluate carrier performance through data analysis and scheduled performance reviews
• Expand delivery network by qualifying and integrating new transportation partners
• Address provider escalations related to performance shortfalls or financial disputes

Data-Driven Improvement Initiatives

• Monitor critical metrics such as delivery timeliness, transportation costs, and customer feedback scores
• Analyze performance data to uncover patterns, underlying issues, and enhancement opportunities
• Execute operational improvements leveraging technology and process redesign
• Prepare executive-level reports showcasing results and strategic recommendations
• Champion initiatives that streamline operations across fulfillment and delivery functions

Customer Satisfaction Management

• Facilitate transparent communication with customers regarding delivery expectations and real-time status
• Own resolution process for complex customer concerns and service recovery
• Deploy feedback collection systems to capture customer insights and drive improvements
• Work closely with customer care teams to address delivery-related questions and concerns
• Achieve or exceed established customer satisfaction benchmarks

Financial Planning & Control

• Create and oversee yearly budget for transportation operations
• Control operational expenditures and pursue cost reduction strategies
• Enhance route planning and load optimization to minimize delivery expenses
• Monitor budget performance and execute adjustment plans when needed

Qualifications

Required

• Bachelor's degree in Supply Chain, Logistics, Business, or related discipline (preferred) or equivalent professional experience
• 5 years in transportation management, logistics operations, or last-mile delivery leadership
• 3 years successfully managing operations teams in frontline delivery environments
• Expertise in route planning, fleet oversight, and transportation logistics
• Demonstrated success managing operational budgets and achieving efficiency targets
• Hands-on experience with transportation management platforms and routing technologies
• Strong analytical capabilities with focus on data interpretation and strategic decision-making
• Excellent verbal and written communication skills across all organizational levels
• Advanced proficiency in Microsoft Excel, PowerPoint, and Word

Preferred

• Background in retail fulfillment, e-commerce logistics, or large product delivery operations
• Working knowledge of DOT compliance requirements and commercial vehicle regulations
• Process improvement certification (Lean, Six Sigma, or similar methodology)
• Familiarity with delivery technology solutions such as Onfleet, Bringg, or comparable platforms
• Experience with premium delivery services including white glove and in-home installation
• Track record managing hybrid delivery models combining internal teams and third-party providers

Pay range and compensation package

Details regarding pay range or salary or compensation will be provided during the interview process.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals.