Room & Board Looking for District Delivery Customer Service & Operations Manager (Retail Home Furnishings) at Billerica, MA Full Time

• Surround yourself with the right people – attract, educate and inspire top talent. Work with the Recruitment team to build a talent pipeline of individuals appropriate for the business.
• Lead, inspire and challenge all staff members in the market to continually grow both their responsibilities and contribution to the overall business.
• Communicate clear expectations, provide specific feedback, explore meaningful ways to recognize and enrich staff members’ experience and rigorously manage those that don’t fit their role and/or culture of the organization.
• Develop a communication strategy to ensure an effective exchange of information with the team that includes collaborative feedback.
• Focus on individual and collective development of staff members, supporting experiences that will enrich their careers, inspire personal and professional growth as well as create succession plans that strengthen broader company growth.

• Cultivate a culture of rich personal connections where each staff member is engaged and attentive to the needs of the customer, providing exceptional service throughout the delivery process.
• Empower team members to utilize a solution-minded approach and make decisions that are in the best interest of both the customer and Room & Board.
• Partner with retail leaders to understand the relationship between the delivery, merchandising and sales components of our business.
• Encourage an understanding of our design aesthetic, considering how it relates directly to our staff members’ responsibilities and, ultimately, our customer.
• Leverage customer feedback to identify opportunities that enhance the delivery experience.
• Understand our competition and encourage staff members to share opportunities for meaningful innovation.

• Manage the security of your facility, ensuring a safe and comfortable environment for customer and staff member alike.
• Actively engage your team in the role they play maintaining a neat, clean and organized facility.
• When appropriate, decrease your footprint on the environment by recycling and/or minimizing supplies used within your facility.

• Facilitate the efficient flow of inventory through the facility, understanding its relationship to a successful customer experience.
• With emphasis on the first date of delivery, strategize and support processes that promote efficiencies.
• Foster a collaborative environment that focuses on providing our customers with the highest quality product.
• Follow best practices to maintain accurate inventory.

• Within acceptable ranges, plan and forecast delivered sales, location staffing and controllable expenses.
• Understand the reporting tools available and the measures we use to evaluate our business.
• Collaborate and execute strategies that support the changing needs of your market, resulting in sales and expenses that meet/exceed plan.
• Build awareness around how each staff member is accountable to the business within their market.

• Meet or exceed key delivery and distribution measures
• Positive Tell Us What You Think (TUWYT) survey feedback
• Utilize productivity percentage as a way to connect delivered sales, staffing levels and customer experience Cohesive leadership team
• Confident voice and advocate for the business
• Strong and productive market partnerships
• Team environment that reflects Room & Board values and philosophies
• Confident team that understands the business
• Delivery center is neat, clean and organized
• Celebrate and share successes.
• Ensure a solid floor change/store transfer process understanding its impact on showroom presentation and inventory integrity

• Experience, ideally district-level, in warehouse, inventory, logistics, delivery, distribution and/or retail management with an operational focus, with 5+ years of effective leadership in leading and inspiring a team of service professionals, ideally in a customer-facing environment.
• A demonstrated confidence, high standards when it comes to detail and organization, and a belief that your success is tied directly to the growth and development of the team you lead and how you treat others.
• Exceptional communication skills – both verbal & written.
• Strong financial, business and operations acumen.

• Salary: $100,000 / yr
• our unique, progressive benefits that go beyond the basics of health insurance and vacation to support you physically, emotionally and financially including by offering 401(k), profit sharing, three weeks of paid vacation, free financial adviser and more. Visit our career site to learn more.
• You’ll find an inclusive culture where our collaborative spirit leaves little room for bureaucracy and cumbersome rules. Instead we keep it simple, take accountability, solve problems and ultimately do the right thing. We are a people-first company. One of our deepest beliefs is in everyone’s right to be treated equally and respectfully. We let this guide our actions every day. We believe in each other. View our Guiding Principles to learn more.
• You’ll join a company of talented and diverse professionals who are passionate about working together to help customers create homes and spaces they love. #weareroomandboard

Room & Board is a place where people can flourish because they can be themselves. We celebrate our difference, including our beliefs and cultural traditions as well as all of the life experiences that define us. We build common ground through understanding and shared experiences. We’re better together!

Salary: USD $100,000.00