Director, Logistics

Maiden Home is growing a team of forward-thinking individuals who possess unique strengths and perspectives, an innate ability to inspire their colleagues, and an eagerness to reimagine the world of luxury furnishings. As our Director of Logistics, you will own the strategy, structure, and execution of the entire Maiden Home logistics network and be accountable for cost, quality, and reliability across every mile, provider, and market.

Reporting directly to our SVP of Operations, you will connect logistics performance to our business outcomes, including client experience, pricing, and gross margin. This role is a "builder" who will put in place the systems, partnerships, and team that allow us to grow volume substantially while protecting the condition of every piece and the quality of every delivery. This role is located at our New York headquarters in the Tribeca design district where we work together every day in the office.

• Set the strategic direction for the Maiden Home outsourced logistics network: provider mix, geographic coverage, modal strategy, and build-versus-buy decisions as the business scales.
• Own all provider relationships across first mile origin freight, middle mile LTL and FTL carriers, and last mile white glove delivery specialists.
• Lead sourcing and contract execution: manage RFPs as needed, negotiate rate structures, service commitments, liability terms, and capacity guarantees, and present selection recommendations to leadership.
• Vet new providers on FMCSA compliance, active operating authority, and certificate of insurance. Ensure minimum insurance requirements are written into every contract and certificates are validated at onboarding and renewal.
• Build and govern the provider accountability framework: scorecards, structured review cadences, and contractual escalation protocols. Own corrective action plans and make provider continuation decisions when performance does not recover.
• Own capacity planning with the commercial team: forecast volume by lane and season, communicate requirements to providers in advance, and secure committed capacity during peak windows.

• Assess and recommend the intake model: outsourced call center staffed at the 3PLs, 3PL-embedded ticketing, or a hybrid. Present a build plan to leadership before implementation.
• Design the intake model around how issues surface:
  Client Services and Retail route directly to the 3PL Customer Care team as the first line of triage. Define the resolution authority, communication standards, and logging requirements for that team.
• Build the escalation protocol from the 3PL Customer Care team to Maiden Home: conditions requiring escalation, approval authorities at each tier, response time requirements, and documentation standards.
• Own every escalated issue through closure: approval decisions, carrier coordination, and client communication. Routine issues are resolved between Client Services or Retail and the 3PL without Director involvement.
• Close the loop on resolved issues: update decision trees, refine escalation criteria, and flag recurring patterns for root cause investigation.

• Own the end-to-end returns process for damaged, defective, and refused goods: return pickup, routing to the appropriate disposition location, and cycle time tracking from client notification through resolution.
• Manage outsourced storage locations including 3PL warehouse partners and white glove service centers handling returns and refurbishment.
• Establish disposition protocols at each storage node: repair and redeliver, hold for parts, or write off. Ensure provider agreements reflect the cost and responsibility structure for each path.
• Ensure returns data drives provider accountability reviews, contract negotiations, damage liability claims, and product decisions in partnership with Product Quality and Finance.

• Own all inbound import logistics: freight forwarding, customs brokerage, HTS classification, and CBP documentation compliance across ocean, air, and ground modes.
• Build and scale outbound international shipping for finished goods delivered outside the United States: carrier relationships, landed cost models, and customs documentation for each market.
• Develop a tariff risk monitoring and cost modeling capability: track tariff schedules, Section 301 classifications, and trade policy changes; model financial exposure by origin country, product category, and lane; and bring scenario analyses to leadership with enough lead time to inform procurement and pricing decisions.
• Ensure financial plan assumptions reflect current and projected trade conditions. Identify and pursue duty drawback opportunities on eligible imports in partnership with the customs broker and Finance.

• Own the logistics…