Senior Director, Customer Delivery Hub Operations

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Job Summary

Responsible for leading the Customer Delivery Hub (CDH) program and partnering with Field Leadership and key support functions to improve delivery performance, strengthen site execution, and support growth across the branch network. Provides strategic and operational leadership for CDH rollout, stabilization, performance tracking, and future-year expansion planning, while supporting related field initiatives that help CDHs launch successfully and operate consistently.

Major Tasks, Responsibilities and Key Accountabilities

• Lead the CDH operating model initiative, partnering with cross-functional teams and field leaders to define operating requirements, service standards, KPIs, and ownership for SOPs, staffing models, and consistent execution across the network.

• Lead cross-functional governance and execution with Operations, Supply Chain, Transportation, Sales, Inventory/Purchasing, IT, HR, Operations Training, Communications, Finance, Real Estate/Facilities, and site leadership, including decision ownership, escalation paths, operating cadence, and issue closure.

• Establish and manage the CDH rollout lifecycle, including go-live planning, hypercare, stabilization, and transition to steady-state operations.

• Oversee the operational prerequisites required for successful launch and stabilization, including safety readiness, inventory, staffing models, labor planning, scheduling, space, equipment, transportation, systems, process documentation, training, branch transition, and sales alignment.

• Drive field adoption of CDH standards, playbooks, SOPs, job aids, training materials, manager guidance, and other practical supports needed by site teams, branch leaders, sales teams, drivers, and affected field groups.

• Partner with regional and site leaders to monitor CDH performance, use data, field feedback, and best practices to drive continuous improvement, and provide executive leadership with visibility into rollout progress, productivity opportunities, financial impact, operational risks, and decision needs.

• Lead future-year CDH expansion planning, including recommendations on how many CDHs to launch, where to sequence launches, and what operational prerequisites must be in place to support successful growth.

Nature and Scope

• Problems are complex and may be defined by higher level leadership. Solutions require high strategic level analysis and investigation.

• Drives strategy and methodology and serves as the subject-matter expert for policies and practices. Decides how to achieve planned results within an organization's plans, policies, and guidelines.

• Manages via multiple layers OR directly supervises a staff of professional individual contributors at the senior or technical advisor level. Directs budgetary responsibility at the enterprise level or for two or more businesses across the enterprise.

Work Environment

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

• Typically requires overnight travel 20% to 50% of the time.

Education and Experience

• Typically requires BS/BA in a related discipline. Generally 9+ years of experience in a related field, including several years in a management/supervisory capacity.

Preferred Qualifications

• 15+ years of progressive leadership experience in logistics, distribution, retail, branch operations, field operations, or supply chain operations.

• Proven track record leading large-scale operations, transformation, rollout, integration, or stabilization initiatives.

• Experience with hub-and-spoke delivery models, customer delivery operations, market fulfillment, or branch-to-distribution operating models.

• Strong track record building repeatable operating models, launch playbooks, readiness criteria, issue-management routines, performance standards, and stabilization processes.

• Strong understanding of how inventory readiness, labor planning, space, equipment, transportation, systems, process discipline, sales/branch behavior, and customer experience affect operational performance.

• Experience working with operational technology and system integrations, such as ERP, WMS, transportation, route planning, forecasting, or inventory platforms.

• Enterprise mindset with strong leadership, strategic thinking, field credibility, business acumen, communication, stakeholder management, and decision-making skills.

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