Delivery Manager

Overview

iFIT’s vision is to create the world's most holistic health and fitness platform, integrating all elements of health - physical fitness, mental health, nutrition and active recovery - into a seamless interactive experience. We develop proprietary software that learns and adjusts to the habits of each person as it delivers immersive content that guides them on their own individual fitness journey.

• The Home Delivery Manager is responsible for the overall performance, strategic development, and operational management of the company's third-party Home Delivery network, specifically for large and bulky products. This role ensures a best-in-class, consistent, and cost-effective customer experience from warehouse to final installation/delivery. The manager will be responsible to lead the Home Delivery team within iFIT assuring the commitments for the company are met with regard to targets on Perfect Delivery, Cost and Service.
• Third-Party Carrier Management & Performance
• Operational Excellence & Customer Experience
• Budget & Cost Control:
  Manage the Home Delivery budget, focusing on freight cost reduction through optimized lane utilization, negotiated rates, and truckload efficiency.
• Carrier Selection & Contract Management:
  Source, evaluate, and onboard new third-party logistics (3PL) carriers capable of handling large, multi-person delivery requirements, including white-glove service. Manage all contracts, service level agreements (SLAs), and compliance documentation.
• Performance Monitoring:
  Own the daily, weekly, and monthly performance of the entire delivery network. Track and analyze key performance indicators (KPIs) including:
• On-Time Delivery (OTD) / On-Time In-Full (OTIF)
• Damage and Shrinkage Rates
• Customer Satisfaction (CSAT) / Net Promoter Score (NPS) specific to delivery experience
• Appointment Adherence and overall Cycle Time
• Quarterly Business Reviews (QBRs):
  Lead regular performance reviews with all 3PL partners to ensure accountability, drive continuous improvement, and align on future capacity needs.
• Process Standardization:
  Develop, document, and enforce standardized operating procedures (SOPs) across all 3PL partners for handling, loading, transporting, and final placement/installation of bulky items.
• Capacity Planning:
  Work closely with Sales, Planning, and Warehousing teams to forecast delivery volume peaks and ensure the 3PL network has adequate capacity, drivers, and equipment to meet demand without compromising service levels.
• Escalation Management:
  Have the Home Delivery team manage escalations and be the point for complex delivery failures, damage claims, or major customer service issues, driving timely resolution and root cause analysis.
• Technology Integration:
  Collaborate with IT and DTC to integrate 3PL delivery systems with the company’s tracking partner and platforms, ensuring real-time visibility and accurate tracking updates.
• Management of Home Delivery Team:
  Manage the Home Delivery team day to day assuring that all team members are focusing on improving the customers delivery experience and driving forward the operational excellence of the team inline with the companies commitments. Manage and train a team of delivery associates with a clear focus on scheduling, performance coaching, and managing team roles and responsibilities.
• Budget & Cost Control:
  Manage the Home Delivery budget, focusing on freight cost reduction through optimized lane utilization, negotiated rates, and truckload efficiency. Invoice Audit & Reconciliation:
  Oversee the audit process for 3PL invoices to ensure accuracy and compliance with contractual rates and accessorial charges.
• Network Strategy:
  Continuously evaluate the current network footprint, identifying opportunities for expansion, consolidation, or transition to new partners to reduce transit times and lower costs.

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• 5+ years of progressive experience in logistics, with a minimum of 3 years managing a third-party, final-mile, or home delivery network.
• Proven experience managing delivery for…