Your Impact
The Field Delivery Director (FDD) is directly responsible for operational leadership related to all Final Mile deliveries, including Back of Store and Cross Dock Delivery Terminals (XDTs). This position oversees the Market Delivery team at the regional level and 3PL providers responsible for Final Mile Delivery. The FDD instructs cross-functional business units and leads positive relationships with Store Operations, Supply Chain, Loss Prevention, Customer Contact Center, and other stakeholders. This role participates in strategic decisions related to Final Mile and collaborates closely with cross-functional partners to design future state improvements.
The FDD is responsible for achieving delivery and delivery metrics (cost/service) goals within defined regions of up to 150 stores. This is accomplished through effective management of the relationship between third-party delivery vendors and Lowe's store locations and XDTs within the assigned region.
To be successful, the FDD must understand Big and Bulky home delivery and final mile logistics, and possess extensive knowledge of leadership techniques, including engagement, expense control, and service. The FDD must also have a working knowledge of DOT regulations to ensure compliance with state and federal regulations for those operating any Lowe's branded leased delivery vehicle.
Work with a Winning Team
At Lowe's, our mission is clear: we serve our customers, or we serve those who do. As a leader in our Store Support Center, you'll be the driving force behind this ethos, empowering our 1700+ stores - the true heart of our business. Your strategic decisions and innovative thinking will ripple across our entire organization, touching millions of customer experiences.
Here, your career will flourish as you tackle complex challenges that push our Fortune 50 company forward. We'll arm you with cutting-edge technology and robust resources, enabling you to make data-driven decisions that shape our industry. Your leadership will not only transform Lowe's, but also impact communities across the U.S., making your role both influential and deeply rewarding.
Travel & Work Location Requirements
This role requires frequent travel, with an expected travel range of 50% to 75%. Candidates must be based out of the Region 12 office in Chesterfield, MO location.
Key Responsibilities
The FDD anticipates and ensures the desired customer experience by identifying capacity and process gaps in partnership with third-party delivery providers to address these gaps.
Responsible for developing and implementing strategies that foster a positive, inclusive, and high-performing organizational culture.
Aligns the company’s mission, vision, and values with its daily operations and ensuring that all employees feel engaged, valued, and motivated.
Provides oversight and drives accountability including our 3PL Provider operating 7 days per week.
Establishes clear safety goals and maintains expectations, leading by example with all safety practices including safety audits and providing necessary resources and support for a safe work environment.
Continually identifies opportunities to improve operational efficiency through improved systems capability, process improvement, product flow methods, and applied technology; performs benchmarking of Lowe’s Final Mile to identify strengths and weaknesses, and to identify required improvement projects.
Drives adherence to established invoicing processes and ensures accuracy of all invoicing in assigned market.
Maintains ongoing communication and relationship building with delivery provider(s), as well as store operations leadership, to ensure alignment to delivery program objectives and safety compliance within the XDT as the single point of contact.
Assists with escalated customer issues/complaints related to delivery and any store complaints regarding contracted 3PL Independent Contractor.
Drives compliance of stores and delivery provider(s) to delivery program (SOPs).
Supports the onboarding of new stores and XDTs to defined delivery 3PL providers.
Monitors post-delivery feedback through Likelihood to Recommend (LTR) reporting and Key Performance Indicators (KPIs), along with service standards defined in the Statement of Work (SOW).
Holds delivery vendor(s) accountable when not meeting Service Agreement (SLA) and follows up to determine reasons for SLA failure.
Facilitates market Quarterly Business Review (QBR) process – a standardized format for reviewing metrics against goal and planning for the next quarter.
Research problems and identifies root cause of issues, then provides or recommends appropriate resolution (e.g., training) and raises visibility to leadership in Lowe’s.
Supports capacity planning efforts in assigned Region, including annual and peak capacity planning.
Reviews market - productivity and quality metrics with markets monthly and utilizes this information to drive operations improvements at the division, market or region.
Facilitates positive relationships between vendor carrier management staff and the stores.
Supports remote Lowe’s locations with in-house delivery teams and ensures compliance of Lowe’s policies and procedures.
Responsible for recruiting, hiring, training, and developing top talent for succession and that is driven to win.
Leads, engages, and builds a culture of winning with direct reports.
Minimum Qualifications
Bachelor's Degree and with 5 years’ experience in retail/final mile (Big Box) leadership or professional environment or 10 years of experience in retail leadership or professional environment or equivalent experience
5 years leadership experience with direct or indirect report responsibility
Experience working in a matrixed environment where had to influence others without direct authority
Experience independently managing escalated customer service issues and complaints
Experience creating holistic solutions/plans to solve systemic customer issues
Preferred Skills/Experience
Experience applying DOT regulations to job responsibilities
Leadership experience with direct report responsibility
Experience analyzing and using internal (e.g., P&L, exception reports) and external (e.g., customer and industry) sources of data to make fact-based decisions
Benefits
401k with up to 4.25% match
Discounted Employee Stock Purchase Plan (15% discount of strike price)
Tuition-Free Education
10-week Maternity/Parental Leave
10% Associate Discount
For information about our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
About Lowe’s
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.
Compensation
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.
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Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.