Primary Responsibilities:

• Manage the performance of the Staples Delivery Operation (SDO) location in an efficient, cost effective, and safe manner while maintaining high customer satisfaction levels
• Collaborate with the Director of Delivery Operations for preparing and planning strategies to meet the SDO’s daily, weekly, and monthly customer service and financial goals
• Ensure all deliveries to Staples North American Delivery (NAD) customers are performed according to time, safety, efficiency and accuracy standards
• Ensure the SDO operates according to budgeted guidelines
• Coach and manage associates to high performance standards, while recognizing individual and team successes
• Work in concert with the senior management team in implementation of processes and procedures to ensure continuous improvement in efficiencies
• Work cross channel with a required high degree of communication with the Call Centers, Fulfillment Center Manager and Sales
• Direct daily delivery operations, staffing and resources to accomplish delivery schedule within the assigned delivery area
• Control administrative processes so they are performed in an accurate and timely manner
• Develop individual associate’s skills, standards and morale through training and coaching
• Direct, support and delegate tasks as appropriate to an individual associate’s skill level
• Give consistent and thorough feedback to associates, conduct timely Performance Appraisals, and deliver disciplinary action if necessary
• Read, understand and analyze daily, weekly, and monthly operational reports; use these reports to evaluate department’s performance; compute figures to accurately plan/adjust headcount to meet department’s objectives
• Develop and execute daily and weekly action plans to meet department SDO performance expectations
• Monitor and evaluate safe work practices and maintain a safe work environment
• Work with the Director of Delivery Operations to develop, refine, implement and administer departmental fleet policies, procedures and systems to provide effective service to all NAD customers and channels at the lowest cost possible
• Provide assistance and guidance relating to all SCC integration projects
• Work closely with all call center and regional Staples Advantage and Staples Enterprise Account Customer Service personnel to ensure timely notification of delivery issues to be communicated with customers
• Serve as a resource to other NAD operations management personnel to resolve delivery problems
• Guide Courier Support Operations Manager in daily duties; evaluate results and measure their effectiveness via metrics and customer service levels
• Assist the Driver Relations Manager of Delivery Operations

Basic: