Operations Manager – Delivery & Warehouse, Last Mile Operations
Position Summary
This role is not a traditional warehouse position—it requires strong leadership in customer delivery experience, last-mile operations, and team performance.
The Operations Manager – Delivery & Warehouse is responsible for leading all aspects of warehouse operations, final-mile delivery execution, and customer delivery experience. This role ensures product flows efficiently from receipt to customer home, while maintaining high standards for safety, service, and operational performance.
This position oversees warehouse operations, delivery coordination (including third-party partners), customer scheduling, and in-home service support. The role is accountable for ensuring on-time, damage-free deliveries and a consistently positive customer experience. Role requires an action oriented problem-solver.
Key Responsibilities
Warehouse & Inventory Flow
- Oversee daily warehouse operations including receiving, handling, storage, and product movement. Ensure accurate and timely processing of inbound product from vendors, outbound distribution.
- Maintain inventory accuracy through disciplined processes and coordination with Inventory Control.
- Ensure proper product handling to minimize damage and loss.
- Partner with store managers, department heads and support teams to coordinate inbound/outbound product flow, including pickups and transfers, ensuring 98%+ on-time readiness for scheduled deliveries and maintaining alignment through cross-functional collaboration and planning.
Delivery & Last-Mile Operations
- Lead all delivery operations, including management of third-party delivery partners.
- Oversee routing, scheduling, and execution of customer deliveries.
- Ensure on-time delivery performance and efficient route utilization.
- Monitor and improve delivery quality, including damage rates and completion success.
Customer Experience & Scheduling
- Lead the customer delivery scheduling function and team.
- Ensure proactive communication with customers regarding delivery timing and expectations.
- Resolve escalated delivery and service issues quickly and professionally.
- Drive a high-quality, consistent in-home delivery experience.
Service & Repair Operations
- Oversee in-house service technicians responsible for furniture repair.
- Ensure timely resolution of customer product issues.
- Coordinate service work to support customer satisfaction and minimize returns.
Safety & Compliance (OSHA)
- Lead a culture of safety across warehouse and delivery operations.
- Ensure compliance with all applicable Occupational Safety and Health Administration (OSHA) standards and company safety policies.
- Conduct regular safety audits, monthly training, and incident reviews.
- Maintain proper documentation of safety procedures, training, and workplace incidents.
- Partner with leadership on continuous improvement of safety practices.
Team Leadership & Performance
- Lead, coach, and develop a team including warehouse associates, customer service/scheduling staff, drivers, and service technicians.
- Set clear performance expectations and hold team accountable to results.
- Drive productivity, engagement, and retention across all functions.
- Foster a culture of ownership, accountability, and continuous improvement.
- Build strong cross-functional relationships with leadership (store, merchandising, accounting, inventory etc.) to drive alignment, accountability, and execution across locations.
Qualifications
Required
- 5+ years of experience in warehouse, delivery, or operations management
- Experience managing or coordinating delivery operations (final-mile or in-home delivery preferred)
- Demonstrated leadership experience managing teams in a fast-paced environment
- Working knowledge of OSHA safety standards and workplace safety practices
- Strong problem-solving and decision-making skills
- Ability to manage third-party vendors and hold them accountable to performance standards
- Experience working in a continuous improvement environment (Lean, Six Sigma, Kaizen etc.) with a focus on process improvement and operational efficiency
Preferred
- Experience in furniture, appliance, or big-ticket retail environments
- Experience managing customer scheduling or call center support functions
- Familiarity with warehouse management systems (WMS) and delivery routing tools
- Experience leading safety programs or initiatives
Key Performance Indicators (KPIs)
- On-time delivery rate
- Delivery damage rate
- Customer satisfaction / service resolution
- Inventory accuracy
- Warehouse productivity
- Safety performance (incidents, compliance, training completion)
Compensation Range
- Target range: $72,000 – $85,000, based on experience and scope
Why This Role Matters
This role directly impacts the customer experience at the most critical moment—delivery and setup in the home. Success in this position ensures operational excellence, customer satisfaction, and protection of company assets through strong safety and process discipline.
Who We Are: Bruegge and Co is a fifth-generation family business with six retail locations and a distribution center across Central Illinois. For 154 years, we have protected our legacy, built lasting relationships, and looked ahead with courage. Our purpose is to Live with Passion, Build for the Future, and Be Extraordinary.
What We Offer:
- A supportive team culture - our employees say one of the best parts of working here is each other. We have fun!
- Build your career within the Ashley Family – whether you grow locally or move across the U.S., you’ll have the opportunities to continue your career with Ashley.
- Paid Time Off (PTO) – Start accruing right away!
- Up to 3% SIMPLE IRA Match
- Health, Dental & Vision Insurance
- Life Insurance
- $5k Continued Education Stipend per year!
- Employee Discounts!
