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Home Delivery Regional Manager

Job Location Montgomery, Pennsylvania

Position Purpose 

Sleep Number is seeking a highly effective Regional Manager, Field Services to help achieve the company’s goal of becoming the world’s most beloved brand by delivering an unparalleled sleep experience through ensuring a customer centric approach to service, delivery and installation.  The Region Manager is a critical role in fulfilling the execution of service strategies in partnership with retail, logistics, manufacturing and all field service employees.  This position manages the strategic and tactical activities of a home delivery region to achieve the company’s safety, financial, service level and quality goals to ensure execution to specified delivery standards.

Primary Responsibilities

  • Responsible for execution of financial, customer, and employee outcomes.  Monitor and analyze business trends/results to develop effective strategies to meet financial, customer, and employee goals. 
  • Ensure the Mission, Vision and culture are being modeled; communicate company goals and objectives to team members to ensure employee engagement
  • Foster relationships with Sleep Number Retail leadership and Logistics leadership to ensure cross-functional alignment to meet customer and shareholder needs. 
  • Own and analyze region P/L and other KPIs of region’s performance
  • Assess team and individual performance, leads talent management efforts by providing coaching, performance management and building a talent pipeline to meet and exceed region KPI’s.
  • Execute and influence the Region’s Demand Planning, Forecasting, and Reconciliation (labor, overtime, temp, rental)
  • Oversee labor management within the market by directing effective routing, high tech productivity, and enforcing Standard Operating Procedures.
  • Responsible for hiring, training, and on-boarding Field Services team members.
  • Assist with problem resolution by responding swiftly to the needs of retail, end-users, and Field Service team members.  Manages service issues and handle escalations as needed.
  • Audits markets/employees for adherence to Standard Operating Procedures and TRUST model
  • Two-way communication to / from the field; provides key messages of goals, changes to processes, performance results in regular cadence to entire team to drive follow through
  • Respond to NPS delivery surveys for Close the Loop.
  • Perform other job duties as related to business needs.

Position Requirements 

  • Currently located in, or ability to locate to; New York, Pennsylvania or Ohio. Relocation assistance may be provided.
  • 2-3 years services, technical and or multi-unit/remote management experience.
  • Proven ability to hire, lead and inspire a highly technical and remote workforce across large geographies
  • Strong understanding of a service environment and infrastructure that promotes service excellence, operational efficiencies, employee engagement, superior customer service, and P&L management
  • Ability to maintain high morale and engagement with employees Demonstrated strong leadership and communication skills (written and verbal)
  • Must possess thorough knowledge of retail and services standard operating processes   
  • Demonstrated ability to execute complex processes in a fast-paced environment
  • High school diploma or GED equivalency required; Bachelor’s Degree preferred

Knowledge, Skills & Abilities

  • Valid driver’s license

Working Conditions (if applicable)

  • Must be able to work in an environment conducive to changing temperatures
  • Must be able to travel to markets 60% of the time.

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 R827
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  • Field Services, Montgomery, Pennsylvania, United StatesRemove