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Senior Leader, Home Delivery at Restoration Hardware

Posted in General Business 30+ days ago.

Type: Full-Time
Location: Charlotte, North Carolina

Job Description:

As Home Delivery Senior Leader, you will lead RH's vision and deliver operational excellence across all warehouse and home delivery functions. Motivated by RH's people-first approach, you will inspire, motivate, educate and provide strategic oversight for a team that plays an integral role in the continuous elevation of our customer experience.


  • Live Our Vision, Values and Beliefs every day
  • Assess, coach, train, mentor and develop direct reports to perform at an optimal level
  • Strategically plan, direct and oversee daily workflow and deliverables across all functions
  • Elevate site-wide results through continuous assessment of key performance indicators
  • Own all facets of P&L management and accountability, including analysis and reporting
  • Align the RH home delivery experience to the luxury and world-class service experienced by clients in our Galleries
  • Drive compliance to safe and smart work practices to ensure operational guidelines and procedures are met
  • Accountable for the performance of home delivery and logistics vendors measured against key performance metrics in the areas of cost, service, and quality of delivery
  • Execute regular on-site visits and audits of operational processes to monitor delivery quality throughout home delivery network
  • Drive continual improvement initiatives through root-cause analysis on audit non-conformities; implement corrective actions in order to ensure site compliance to standards
  • Communicate new processes and procedures to service providers; provide field training and support as needed
  • Address and resolve escalated customer service issues in a timely and thorough manner
  • Ensure that store logistical needs are being met or exceeded as defined by field leadership
  • Maintain inventory accuracy within the home delivery network
  • Ensure field furniture repair and rework processes are sufficient to support the designated inventory condition code for a particular item
  • Assist in the research, recommendation, and selection of logistics service providers that support the company's mission of delivering world-class service to our customers


  • 10+ years leadership experience in furniture home delivery or similar field
  • Experience in a high-growth specialized retail environment or logistics services
  • In-depth knowledge of local, state and federal contracting laws and regulations and requirements for contracting owner/operators
  • Proven ability to lead outside service providers
  • Adept at hiring, training, coaching and executing all facets of employee performance
  • Ability to read maps/control global positioning systems and follow oral and written instructions
  • Possess knowledge of business processes such as profit and loss, profit margins, accounting, and other related principles
  • Excellent analytical, problem-solving, and decision-making skills
  • Strong written and oral skills and ability to interact with people from multi-functional and diverse backgrounds
  • Relentless passion for providing world-class service within the organization and to our customers
  • Proven ability to address and solve problems in a creative, innovative, timely, and decisive fashion
  • Strong time management and multitasking skills
  • Computer literacy is a must. MS Word, Excel, and Outlook are used daily and extensively in this position


  • Must pass background review and drug screen
  • Physical stamina and ability to lift up to 100 lbs
  • Travel requirements of up to 80%, primarily within an assigned geographic territory
RH is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.

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