Director, Customer Delivery

Title: Director, Customer Delivery

Are you ready to grow your career? Empire Today is looking for a Director, Customer Delivery to join our team. The Director, Customer Delivery is the lead operating executive for a group of Empire Today’s markets. As such, the Director is accountable for service delivery to our customers, leading and developing our team of associates and contractors, and delivering our financial commitments. The Director is also responsible for improving our operations on all dimensions: process, efficiency and effectiveness, team and culture, safety, etc. The Director will be required to deliver regional service level objectives, operating plan, financials and development and strengthening of the team.

We offer:

• Health benefits with quick enrollment - medical, dental, and vision.
• Paid time off & holiday pay.
• 401k
• Wellness Program.
• Professional development & career advancement opportunities.
• Quarterly incentive program.
• Lots of perks!

Responsibilities:

• Lead market teams in execution of daily business (Hartford, New York and Boston area).
• Ensure markets operate in compliance with appropriate processes while driving improvements in performance.
• Drive full engagement with all team development programs: training; team composition; performance management; and safety.
• Drive a robust installer development program: recruiting, onboarding, retention, and work allocation.
• Shepherd markets through annual, quarterly, monthly, and weekly plan development and execution. Identify and address deviations early.
• Monitor all functions within all markets; ensure market management develops plans to address issues and to capitalize on favorability’s.
• Make and recommend decisions and actions to best balance current-period needs with mid- and long-term business and capability development.
• Work closely with Market Support, representing the region’s markets and ensuring adequate communication flow and support.
• Set, communicate, and evangelize our standards and expectations.
• Perform other functions as necessary or as assigned.

Qualifications:

• Bachelor’s Degree or equivalent combination of education and experience.
• Demonstrated ability to build, develop, and lead a team.
• Strong business-to-consumer service orientation and experience.
• 5+ years of multi-functional management (incl. operations, service, admin, etc.) experience with a combination of service, distribution, and / or warehouse operations, with at least 3 years regional / multi-facility responsibility and experience managing site managers as a third-level or greater manager or an equivalent combination of education and experience.
• Experience in consumer-facing operations, mobile or route-based operations in a Home Improvement, Home Maintenance, or home services industry is preferred.
• Experience with both service and significant product components is preferred.
• Experience with both employee and contractor workforces is preferred.
• Experience with significant budget accountability, and facilities oversight is preferred.
• Demonstrated ability to deliver operational, service level, and financial targets over a multi-year period, including appropriate improvements year-over-year.
• Proven track record in leadership, prioritization and follow up in a fast-paced rapidly changing environment.
• Excellent problem solving and resolution skills.
• Strong analytical and organizational skills.
• A sense of urgency.
• Solid judgment and reasoning ability.
• Excellent oral, written, and verbal skills and the ability to communicate effectively via email.
• Proficient computer skills with fluency in MS Office (MS Word, Excel, PowerPoint and Outlook).
• Ability to travel at least 60% of the time.

Pay Range - $120K- $160K plus bonus

Why Empire Today?

We empower our employees to strive for their unique goals. Within such an inclusive company with unlimited growth opportunities, how far you go is up to you.

We take care of our people. We start investing in you from day one. The perks and benefits we offer help you live well, both at work and at home.

We have an unmatched company culture. We've won multiple awards for employee and customer satisfaction, and we believe it all comes down to our culture of teamwork, creativity, and growth.

We're one of the nation's most recognizable brands. You'll enjoy the stability that comes with a national company and a sense of pride when you're a part of our team.

Empire Today is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success.