Senior Manager, Client Services - Delivery Scheduling

Senior Manager, Delivery Scheduling Strategy & Operations

Arhaus was founded in 1986 on a simple idea:
Furniture and décor should be sustainably sourced, lovingly made, and built to last. Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used—and loved—for generations.

Arhaus is seeking a strategic and transformational Senior Manager, Delivery Scheduling Strategy & Operations to lead outbound call center delivery scheduling operations and drive innovative solutions that enhance the customer experience. This role is responsible for developing and executing scheduling strategies that maximize delivery readiness, improve customer engagement, optimize operational performance, and support business growth.

The ideal candidate is an experienced people leader with strong analytical, project management, and change management capabilities. This leader will oversee three direct reports, drive organizational transformation initiatives, evaluate and improve business processes, and identify opportunities to implement new systems, technologies, and software solutions that improve efficiency, scalability, and customer outcomes.

Essential duties and responsibilities include:

• Leadership & Team Development:
  Lead, coach, and develop three direct-report leaders responsible for outbound delivery scheduling operations. Foster a culture of accountability, collaboration, continuous improvement, and customer-focused decision-making. Establish performance expectations, operational goals, and development plans that align with company objectives. Develop future leaders through mentoring, coaching, and succession planning.
• Outbound Call Center Strategy:
  Develop and execute strategies that optimize outbound customer contact programs supporting delivery scheduling and appointment management. Drive initiatives that improve scheduling conversion rates, customer contact success rates, productivity, and customer satisfaction. Analyze operational trends and performance metrics to identify opportunities for improvement. Partner with Delivery, Logistics, Client Services, and Operations leaders to align scheduling strategies with business needs. Serve as an escalation point for operational and customer experience concerns related to delivery scheduling.
• Transformation & Change Management:
  Lead organizational transformation initiatives that improve delivery scheduling operations and customer experience. Develop and execute change management strategies that support successful adoption of new processes, systems, and technologies. Build stakeholder engagement plans and ensure alignment across cross-functional teams. Identify and mitigate risks associated with operational and technology-related changes.
• Project Management & Systems Implementation:
  Lead complex cross-functional projects from planning through implementation and post-launch evaluation. Identify opportunities for automation, process optimization, and technology enhancements. Evaluate, recommend, and support the implementation of new systems, software platforms, and operational tools. Develop business requirements, project plans, timelines, success metrics, and communication strategies. Track project outcomes and communicate progress, risks, and results to senior leadership.
• Analytics & Business Performance:
  Utilize advanced Excel skills to analyze large datasets, identify trends, and develop actionable business insights. Create executive-level PowerPoint presentations that communicate operational performance, strategic recommendations, and project outcomes. Develop dashboards, reporting tools, and performance scorecards that support operational decision making. Analyze customer, workforce, and operational data to identify opportunities to improve service levels, efficiency, and customer satisfaction. Present findings and recommendations to senior leadership teams.
• Operational Excellence:
  Continuously evaluate and improve processes to increase efficiency, productivity, and customer experience. Drive data-based decision making and accountability across the organization. Establish and monitor key…