Sr. Director, Final Mile

Minneapolis, MN Apply

Position Purpose 

Sleep Number is seeking a Senior Director, Final Mile. Our consumer innovation strategy and our revolutionary sleep products have transformed what consumers expect from their sleep experience.  Sleep Number’s final mile network is   strategically critical to delivering an effective and efficient in-home experience.

The Senior Director, Final Mile is responsible for developing and maintaining a well-designed home delivery operation that leads the installation and support of Sleep Number technology in our customers’ homes. This leader will redefine, develop and implement a final mile strategy that leads to improvements in our existing installation network and builds capabilities to deliver new in-home services. This role is highly visible and is both operational and customer-facing. A successful candidate will inspire innovation, drive cost scaling through increased effectiveness and efficiency, and deliver best-in-class customer satisfaction.

The Senior Director, Final Mile will be an individual with a cross-functional and collaborative leadership approach that works to achieve results both internally and externally. Internally, this position partners with our sales, customer service and supply chain leadership teams to optimize our final mile network. Externally, this position builds and maintains a network within the transportation industry, including staying abreast of trends, systems, vendors, technology, processes, and legislative changes. This role leads and influences a large number of Sleep Number team members across all states, including front-line field service technicians and corporate operational support staff.

Primary Responsibilities

  • Establish and execute the strategic vision for Home Delivery and Field Services at Sleep Number
    • Enhance our service offerings and capabilities
    • Deliver on our brand commitment of exceptional product experience and customer satisfaction
  • Build a best-in-class delivery and services organization that is informed by a combination of results-oriented decisions, best practice knowledge, and bench marking research
  • Own the final mile network operations, providing day-to-day leadership, planning for timely network capacity and optimizing overall delivery performance
    • Achieve clear and concise field service key performance indicators and metrics
    • Evaluate current strategies, processes and procedures for cost savings and operational improvement opportunities
    • Build and manage relationships with the third party logistic (3PL) vendors and partners
    • Oversee continuous improvement of standard operating procedures, training, systems and staffing model
  • Motivate, engage and build a culture of safety, accountability, results and innovation
  • Champion the efforts of cross-functional teams, while managing a high performing team

Qualifications / Requirements 

  • Bachelor’s Degree required, MBA Preferred
  • 5+ years of operations experience
  • 5+ years of experience in delivery, service, logistics or transportation
  • 10+ years management experience required
  • Strong leadership, coaching, team building and talent development skills
  • Proven managerial, leadership, problem-solving skills, preferably within retail organizations
  • Experience in managing large labor production plans
  • Ability to deal with ambiguity and complexity in a matrixed environment
  • Strong leadership, coaching, team building; proven ability to develop front line leaders, and manage teams remotely
  • Ability to effectively utilize financial statements and analytics to drive action; regarded as analytical thought leader
  • Demonstrated cross functional leadership; ability to internal engage teams and external partners to generate expected results
  • Ability to prioritize, be flexible and handle multiple projects in an organized, timely manner and achieve results in fast-paced, ever-changing environment
  • Exceptional communication skills and an ability to connect people with different points of view
  • Ability to make timely, data-driven decisions
  • Highly accountable and partner to senior leadership
  • Demonstrated courage and integrity; ability to build trust, rapport and partnerships
  • Standard office environment
  • Requires 20-30% domestic travel

EEO Statement

Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Job ID R3443
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Sophia, Customer Service Representative

“Sleep is integral to a happy healthy lifestyle and it has such a huge impact on everyday life. Sleep Number is a unique company to work for because you’re truly helping people.”

Sophia, Customer Service Representative

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