Sleep Number
Director, Field Operations
Sleep Number, Minneapolis, Minnesota, United States, 55400
Company Overview
Sleep Number is a sleep wellness technology leader. For nearly four decades, we have placed sleep at the center of wellbeing, improving over 15 million lives with our Sleep Number smart beds. We are guided by our purpose – to improve the health and wellbeing of society through higher quality sleep. This is exemplified through our 4,000+ mission-driven team members who passionately innovate to drive value creation through our vertically integrated business model, owning the process from start to finish, including selling in our over 650 stores nationwide.
Our team members are encouraged to bring their whole selves to work, sharing their unique perspectives, backgrounds and skills with Sleep Number every day. Whether you are entering, returning or experienced in the workforce, we have a place for you. We hope you join us in creating the future through higher quality sleep.
Position Purpose
The Director, Field Operations is responsible for ensuring a customer-centric approach to service and delivery to achieve the company’s goal of becoming the world's most beloved brand by delivering an unparalleled sleep experience. This role manages the broader strategic activities and planning of home delivery markets to drive exemplary service results, operational excellence, customer experience and leadership development and integrity.
The Director of Field Operations is responsible for the leadership and development of the Field Services team, overseeing the leadership team, as well as the indirect leadership of multi-levels of leaders throughout the Field Services organization. This Director is the primary driver of strategy for the Field Services organization as well as the execution of the programs aimed at driving key customer experience initiatives and metrics. Developing and maintaining influential cross-functional relationships across the company is key to successfully drive change on behalf of the Customer.
Primary Responsibilities
Lead strategic home delivery operations and projects in alignment with company programs and goals by optimizing performance and resolving challenges.
Manage ~$100M P&L, 3PL providers, supplier(s) and vendors; accordingly develop, implement, and maintain profitability and customer experience improvements and programs.
Evaluate current strategies, processes and procedures for effectiveness and modify as needed with the partnership of others, also maintain and share knowledge of industry trends and forecasts.
Provide territory analysis and recommendations that leverage company initiatives and position Field Services to meet business objectives.
Sustain a best-in-class culture with heavy focus on employee engagement, retention, and accountability.
Build cross-functional relationships in all areas of the company to achieve business objectives timely and effectively.
Develop talent within all levels of teams, ensure training and development of team members within scope of responsibilities, and drive bench strength and succession planning within territories.
Conduct and ensure execution of market leadership visits and audits to ensure markets comply with company policy, operations, and service level performance.
Provide staffing guidance of Technicians, Service Providers, and leverage of temporary workforce for all Sleep Number markets.
Partner closely with broader Sleep Number logistics team to drive holistic solutions improving customer, operational and financial outcomes for Sleep Number.
Key Performance Indicators
Financial Goals – Drive improved Field Services profitability across all Sleep Number markets.
Operational Goals – Continuously improve Sleep Number’s Hours per stop, miles per stop and stops per route for operational efficiency.
Customer Goals – Enhance the customer experience through improvements in NSAT, first time complete, and drop off %.
People Leadership – retention, engagement, high potential readiness.
Safety – Accident, Injury, DOT compliance.
Timely completion of required training and documentation.
Position Requirements
10+ years' experience leading employee groups required.
Proven managerial, leadership and problem-solving skills, preferably within a retail or delivery organization.
Ability to travel 10-20% within territory and quarterly travel to regional and corporate events.
BA/BS required; MBA (master's in business administration) preferred.
Knowledge, Skills & Abilities
Creative, strategic, and analytical thought leader.
Demonstrated ability to drive talent attraction, employee engagement and retention.
Business acumen – effectively utilize financial statements (i.e., P&L, budget, reports).
Proven ability to analyze data, derive accurate conclusions from data, build strategic and tactical plans to resolve core problems.
Excellent written and oral communication skills, diplomacy skills with diverse groups of people including customers, employees, colleagues, and executives.
Demonstrated courage and integrity; ability to build trust, rapport, and partnerships with both internal and external constituents.
Proven results building effective teams in a remote environment.
Proven ability to assess performance and coach/develop others.
Ability to achieve results in fast pace, ever-changing environment.
Detail oriented, able to organize and prioritize work, meet deadlines, and work independently.
#J-18808-Ljbffr
Sleep Number is a sleep wellness technology leader. For nearly four decades, we have placed sleep at the center of wellbeing, improving over 15 million lives with our Sleep Number smart beds. We are guided by our purpose – to improve the health and wellbeing of society through higher quality sleep. This is exemplified through our 4,000+ mission-driven team members who passionately innovate to drive value creation through our vertically integrated business model, owning the process from start to finish, including selling in our over 650 stores nationwide.
Our team members are encouraged to bring their whole selves to work, sharing their unique perspectives, backgrounds and skills with Sleep Number every day. Whether you are entering, returning or experienced in the workforce, we have a place for you. We hope you join us in creating the future through higher quality sleep.
Position Purpose
The Director, Field Operations is responsible for ensuring a customer-centric approach to service and delivery to achieve the company’s goal of becoming the world's most beloved brand by delivering an unparalleled sleep experience. This role manages the broader strategic activities and planning of home delivery markets to drive exemplary service results, operational excellence, customer experience and leadership development and integrity.
The Director of Field Operations is responsible for the leadership and development of the Field Services team, overseeing the leadership team, as well as the indirect leadership of multi-levels of leaders throughout the Field Services organization. This Director is the primary driver of strategy for the Field Services organization as well as the execution of the programs aimed at driving key customer experience initiatives and metrics. Developing and maintaining influential cross-functional relationships across the company is key to successfully drive change on behalf of the Customer.
Primary Responsibilities
Lead strategic home delivery operations and projects in alignment with company programs and goals by optimizing performance and resolving challenges.
Manage ~$100M P&L, 3PL providers, supplier(s) and vendors; accordingly develop, implement, and maintain profitability and customer experience improvements and programs.
Evaluate current strategies, processes and procedures for effectiveness and modify as needed with the partnership of others, also maintain and share knowledge of industry trends and forecasts.
Provide territory analysis and recommendations that leverage company initiatives and position Field Services to meet business objectives.
Sustain a best-in-class culture with heavy focus on employee engagement, retention, and accountability.
Build cross-functional relationships in all areas of the company to achieve business objectives timely and effectively.
Develop talent within all levels of teams, ensure training and development of team members within scope of responsibilities, and drive bench strength and succession planning within territories.
Conduct and ensure execution of market leadership visits and audits to ensure markets comply with company policy, operations, and service level performance.
Provide staffing guidance of Technicians, Service Providers, and leverage of temporary workforce for all Sleep Number markets.
Partner closely with broader Sleep Number logistics team to drive holistic solutions improving customer, operational and financial outcomes for Sleep Number.
Key Performance Indicators
Financial Goals – Drive improved Field Services profitability across all Sleep Number markets.
Operational Goals – Continuously improve Sleep Number’s Hours per stop, miles per stop and stops per route for operational efficiency.
Customer Goals – Enhance the customer experience through improvements in NSAT, first time complete, and drop off %.
People Leadership – retention, engagement, high potential readiness.
Safety – Accident, Injury, DOT compliance.
Timely completion of required training and documentation.
Position Requirements
10+ years' experience leading employee groups required.
Proven managerial, leadership and problem-solving skills, preferably within a retail or delivery organization.
Ability to travel 10-20% within territory and quarterly travel to regional and corporate events.
BA/BS required; MBA (master's in business administration) preferred.
Knowledge, Skills & Abilities
Creative, strategic, and analytical thought leader.
Demonstrated ability to drive talent attraction, employee engagement and retention.
Business acumen – effectively utilize financial statements (i.e., P&L, budget, reports).
Proven ability to analyze data, derive accurate conclusions from data, build strategic and tactical plans to resolve core problems.
Excellent written and oral communication skills, diplomacy skills with diverse groups of people including customers, employees, colleagues, and executives.
Demonstrated courage and integrity; ability to build trust, rapport, and partnerships with both internal and external constituents.
Proven results building effective teams in a remote environment.
Proven ability to assess performance and coach/develop others.
Ability to achieve results in fast pace, ever-changing environment.
Detail oriented, able to organize and prioritize work, meet deadlines, and work independently.
#J-18808-Ljbffr