Delivery Customer Service & Operations Manager; Retail Home Furnishings

Overview

You're a passionate delivery center customer service and operations leader who believes exceptional customer experiences start with highly engaged teams, strong processes, and clear communication. If you love leading people and inspiring collaborative teams—you'll love what you do with us.

As a Delivery Center Customer Service & Operations Manager (Retail Home Furnishings) with Room & Board, you will own the overall delivery experience for the Portland market and play a key role in the long-term financial health of the business. You are a people-first, hands-on leader who prioritizes inclusive culture, strong partnerships, consistent processes, and transparent communication. You lead from the floor—not from behind a desk—actively engaging with your team, supporting their work, and modeling the behaviors that create an exceptional customer and staff experience.

You understand that your success is directly tied to the success of your team, your peers, and the customers we serve.

You will lead approximately 14 full-service delivery and operations professionals (delivery, merchandise quality, inventory, repair, and customer support) in our 23,000 sq. ft. delivery center, responsible for delivering $20M+ in product annually. You''ll join and guide a tenured, knowledgeable team, leveraging their experience while continuing to coach, support, and strengthen the group. Many of our most successful leaders in this role have transitioned from district or regional positions, seeking meaningful leadership impact, autonomy, and a more people-centered environment.

Location: 20850 SW 115th Avenue, Tualatin, OR 97062

Please note:

This role is on-site, 5 days a week.

You will share your talents as a Delivery Center Customer Service & Operations Manager in the following ways:

• Build a people-first, collaborative culture grounded in clear communication, trust, accountability, and shared success.
• Attract, develop, and retain top talent; create meaningful coaching, feedback, and growth opportunities that support long-term succession and engagement.
• Foster exceptional customer experience rooted in empathy, personal connection, and solution-focused decision-making aligned with Room & Board values.
• Partner closely with retail, merchandising, and cross-functional teams to ensure seamless alignment and a consistent end-to-end customer journey.
• Maintain a safe, organized, aesthetically aligned facility, engaging the team in upholding standards and supporting sustainable practices.
• Strengthen operational performance through disciplined process management, efficient inventory flow, and continuous improvement based on insights and best practices.
• Manage financial and operational outcomes by forecasting effectively, using reporting tools to guide decisions, and building team understanding of business performance.

You will bring the following experiences & qualifications as a Delivery Center Customer Service & Operations Manager:

• 7-10+ years of leadership experience in operations, logistics, delivery, warehouse, distribution, or customer-focused retail environments.
• A demonstrated people-first leadership approach rooted in respect, development, and clear communication.
• Strong operational discipline with high attention to detail and quality.
• Exceptional verbal and written communication skills.
• Strong financial, business, and operational acumen.
• Proof of identity and legal work authorization required upon hire.

What you will find working here as a Delivery Center Customer Service & Operations Manager:

• Salary: $90,000.00 - $ / yr., plus eligibility for a 15% bonus.
• Benefits that focus on holistic well-being. The whole person matters, not just the one who shows up for work. That’s why we invest in holistic well-being that supports and encourages you to live a full life. Besides a competitive paycheck, we offer several awesome perks to help you thrive in every aspect of life. Picture this: three weeks of paid vacation, a generous 401(k) match, profit-sharing, and a whole bunch of cool extras.
  
  And here''s something we''re especially proud of—we''re a 100% employee-owned company. Through our Employee Stock Ownership Plan, every staff member…