Director of Direct-to-Consumer Final Mile Logistics

Director Of Direct-To-Consumer Final Mile Logistics

The Director of Direct-to-Consumer Final Mile Logistics is responsible for the end-to-end strategy, execution, and continuous improvement of last-mile delivery and in-home service operations supporting D2C channels. This role owns carrier and vendor partnerships, commercial negotiations, and the development of scalable, differentiated service offerings while working cross-functionally to ensure seamless upstream and downstream execution.

The Director partners closely with Engineering, E-commerce Fulfillment, Supply Chain, Customer Experience, and Finance to optimize cost, service levels, and customer outcomes across multiple fulfillment channels.

E-commerce

Builder (Single and Multi-Family)

Dropship Programs (Sam's Club and Wayfair)

Final Mile Strategy & Execution

• Own the final-mile delivery and in-home services strategy for D2C channels, ensuring alignment with customer experience, growth, and cost objectives.
• Design and scale delivery and service models (e.g., next-day delivery, premium in-home services, hybrid carrier/gig models).
• Establish service standards, operating models, and performance benchmarks across all covered channels.

Carrier & Vendor Partnerships

• Lead contract negotiations with carriers, service providers, and gig platforms, including rate cards, SLAs, incentive structures, and penalties.
• Develop and evaluate rate proposals and pricing models (PPM, per-stop, tiered service fees, etc.) to ensure competitive and sustainable economics.
• Identify and launch new service offerings that differentiate the D2C experience and drive customer satisfaction and revenue opportunities.
• Manage ongoing vendor performance, governance, and quarterly business reviews (QBRs).

Cross-Functional Collaboration

• Partner with Engineering / Product / IT to define system requirements, integrations, and roadmap enhancements supporting final-mile execution and visibility.
• Collaborate with E-commerce Fulfillment and Upstream Logistics teams to resolve capacity, inventory positioning, routing, and handoff challenges that impact last-mile performance.
• Work closely with Customer Experience and Operations teams to address delivery exceptions, service recovery, and customer feedback loops.
• Partner with Finance and FP&A to manage budgets, forecast costs, and deliver productivity improvements.

Performance Management & Optimization

• Own key KPIs including on-time delivery, NPS, damage rates, job completion, cost per order, and carrier compliance.
• Drive continuous improvement initiatives to reduce cost-to-serve while improving reliability and customer satisfaction.
• Lead pilots and test-and-learn initiatives to validate new partners, service models, and technologies.

Returns & Reverse Logistics

• Own the end-to-end reverse logistics strategy for D2C channels, including return pickups, product disposition, and refurbishment routing.
• Coordinate carrier and service provider protocols for returned and damaged goods, ensuring timely resolution and cost-effective disposition.
• Partner with Customer Experience and Supply Chain teams to minimize return costs, reduce cycle times, and continuously improve the returns process.
• Track and report on return rates by channel, carrier, and product category, leveraging insights to drive root cause reduction initiatives.

White Glove, Installation & Haul-Away Services

• Define and manage service standards for white glove delivery, in-home installation, and haul-away/removal services across all covered SKUs and D2C channels.
• Ensure service provider compliance with installation protocols, safety standards, and customer-handling procedures for large-format appliances and TVs.
• Develop tiered service offerings (e.g., basic delivery, full installation, haul-away bundles) that align with customer expectations and drive incremental revenue.
• Monitor field technician and installer performance metrics, driving continuous improvement in service quality, completion rates, and customer satisfaction scores.

Technology, Tools & Platform Ownership

• Own the roadmap and vendor selection for last-mile technology platforms, including Transportation Management Systems (TMS), route optimization tools, real-time tracking/visibility platforms, driver apps, and customer notification systems.
• Define business requirements and partner with Engineering, Product, and IT teams to ensure timely delivery of system capabilities that support final-mile execution.
• Evaluate and integrate emerging technologies (e.g., AI-driven routing, IoT delivery tracking, automated scheduling) to drive operational efficiency and customer experience improvements.
• Ensure data integrity and system interoperability across carrier integrations, fulfillment platforms, and customer-facing touchpoints.

Capacity Planning & Network Design

• Lead network design and capacity planning efforts to ensure adequate last-mile coverage, density, and service capability across all geographies and D2C channels.
• Develop peak season playbooks (e.g., holiday, promotional…