Job Description
RH is seeking a Senior Leader, Home Delivery to lead the strategy, performance and continuous elevation of our home delivery experience across an assigned market. This role is responsible for driving operational excellence across warehouse and delivery functions, developing high-performing leaders and ensuring every customer interaction reflects the quality, care and service expected of the RH brand.
As a senior leader of people, process and performance, you will bring RH’s vision to life through clear direction, strong financial stewardship, disciplined execution and a commitment to continuous improvement. You will partner cross-functionally with teams, systems and service providers to strengthen operational consistency, elevate the customer experience and identify opportunities that improve service and quality outcomes.
YOUR RESPONSIBILITIES
- Live Our Vision, Values and Beliefs every day
- Lead the strategy, execution and performance of Home Delivery Center operations across warehousing, inventory, routing, delivery execution and final-mile service
- Develop, coach and elevate Team Members, building leadership capability, accountability and engagement across the team
- Set direction for daily and long-term operational priorities, ensuring workflow, labor planning, staffing and resource allocation support business needs
- Own financial performance, including P&L management, analysis, reporting, labor planning, operational expense management and cost-efficiency opportunities
- Drive operational performance through key metrics, identifying trends, root causes and opportunities to improve productivity and efficiency
- Lead vendor management for third-party delivery and logistics providers, ensuring accountability and alignment to RH standards, expectations and service requirements
- Support contract negotiations, vendor performance discussions and service model improvements that strengthen cost, quality and delivery outcomes
- Partner cross-functionally to support business priorities and operational alignment
- Lead change management initiatives that strengthen consistency, scalability and execution across the Home Delivery network
- Conduct site visits, delivery ride-alongs, customer home visits, Gallery visits and operational audits to assess execution, identify gaps and strengthen standards
- Address escalated customer concerns with urgency and ownership while identifying systemic opportunities to improve the customer experience
- Participate in network communication by sharing actionables, successes, insights and recommendations that support consistency, operational learning and business outcomes
- Remain actively connected to the operation, ensuring teams have the direction, tools and support needed to meet the needs of the business
OUR REQUIREMENTS
- 7+ years of leadership experience in home delivery, logistics, warehousing or a related field within a service-driven environment
- Relentless passion for providing world-class service within the organization and to our customers
- Experience leading leaders, developing high-performing teams and elevating performance across complex operational environments
- Strong financial acumen, including experience with P&L management, labor planning, cost controls, operational expense management, analysis and reporting
- Experience leading third-party delivery, logistics or carrier providers, including vendor management, accountability and service model enhancements
- Strong operational acumen, including experience managing cost, service, quality, productivity and efficiency outcomes
- Experience leading change management, creating best practices and strengthening consistency across teams or locations
- Strong communication, analytical and decision-making skills with the capacity to align teams, cross-functional partners, senior leaders and external service providers
- Experience with warehouse management systems, routing tools, reporting platforms and technology used to manage operations
- Required to drive as needed to support customer home visits, delivery ride-alongs, Gallery visits, site visits and operational execution; valid driver’s license required
- Candidates must have legal authorization to work in the country in which they are applying at the time of application
- Proficiency in English and French is required due to the international nature of our business and the need to communicate with global teams
PHYSICAL REQUIREMENTS
- Frequently moving and lifting items up to 25 kg (55 lbs) unassisted
- Frequently standing, twisting, stooping, kneeling, squatting, bending and climbing
- Work standing and walking for extended periods of time
- Periodically work in outdoor settings and environments with elevated noise levels
- Occasional travel within home delivery network
- Safely operate a motor vehicle as needed to support business needs
We kindly request you submit your application materials, including your resume, in English, as proficiency in English is essential for this role.
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.
At RH, we are committed to promoting pay equity. Rate of pay is determined based on each individual's experience, qualifications, and the geographic location of the role.
