Director of Delivery

The Thuma team is seeking a Director of Home Delivery to lead our White Glove delivery experience, outbound delivery network and carrier strategy across parcel and freight carriers. This role serves as the owner of Thuma's outbound logistics function, responsible for managing all outbound carrier relationships, negotiating best-in-market rates and service agreements, designing and scaling our delivery network, and ensuring every delivery reflects the quality and care customers expect from Thuma.

The ideal candidate combines deep outbound logistics expertise with strong commercial instincts and a genuine passion for the customer delivery experience. They are equally comfortable negotiating a national carrier agreement, building a cost-per-order model, redesigning a middle-mile lane network, and raising the bar on what an in-home delivery should feel like. They understand that for a premium furniture brand, delivery is the final, and often most memorable, expression of the customer experience..

This leader will manage a team and will partner closely with Distribution and Delivery leadership, Fulfillment Operations, Customer Experience, Finance, Retail, and Executive Leadership to reduce cost while elevating delivery quality. Thuma's Headquarters is based in the historic Presidio neighborhood of San Francisco.

• Own the strategy, performance, and cost of Thuma's outbound logistics network across Parcel, Freight, and White Glove delivery.
• Manage executive-level relationships with all outbound carrier partners and lead Quarterly Business Reviews, holding partners accountable to performance standards.
• Champion the customer delivery experience to achieve oasis at all touchpoints
• Customer Experience to set delivery SOPs and resolve root causes of delivery issues.
• Lead all carrier negotiations, RFPs, and contract renewals, securing the best combination of cost, capacity, and quality in the market.
• Own outbound cost targets, reducing shipping costs as a percentage of revenue while maintaining or improving delivery quality.
• Own outbound KPIs, including delivery quality, damage rates, transit time, cost per order, SLA performance, and delivery satisfaction.
• Design and expand the delivery network: evaluate, onboard, and scale new carriers and capabilities to support growth.
• Drive middle-mile optimization through lane consolidation, multi-stop routing, and carrier mix on our highest-volume lanes.
• Lead transit damage reduction, partnering with Packaging, Product, and carriers on lasting solutions for damage-prone SKUs.
• Leverage TMS, AI, and automation tools to optimize rating, routing, reporting, and operational workflows.
• Own outbound quality and spend reporting with executive-ready commentary on trends, risks, and opportunities.
• Build, coach, and develop a high-performing outbound logistics team as Thuma scales.
• Foster a culture of ownership, cost discipline, analytical rigor, and continuous improvement.

• 10+ years of outbound logistics, transportation, or supply chain experience, with significant experience in big-and-bulky home furnishings delivery required.
• Direct experience building or managing a white glove, final-mile delivery network across multiple markets and providers.
• 4+ years of people leadership experience, including coaching and developing managers.
• A proven negotiator with a track record of leading carrier RFPs, rate negotiations, and contract renewals that reduced cost while improving service.
• Experience owning annual transportation budgets with clear accountability for cost and quality outcomes.
• Deep knowledge of parcel, LTL and middle-mile freight, and final-mile delivery economics, including surcharge structures, dimensional pricing, and accessorial management.
• Exception…