Market Delivery Manager - XDT

About the role

The Market Delivery Manager (MDM) ensures delivery customer satisfaction through service and quality control standards for customers in a specific market purchasing through Lowe’s Retail Stores or Lowes Online. The role involves daily coordination between the XDT (Cross Dock Terminal), 3PL delivery, Bulk Distribution Centers (BDCs), and Lowe's stores. The MDM collaborates with cross-functional teams, including store/operations management and Field Delivery Directors, to implement solutions supporting successful home delivery operations while advocating for customers.

Responsibilities

• Oversees a market-based ASA (Administrative Service Associates) team to support delivery operations, including performance monitoring, inbound call monitoring, customer service escalations, issue identification and resolution, and continuous improvement efforts.
• Analyzes financial statements and plans, identifies variances, and creates corrective actions.
• Prepares action plans, resolves problems, completes audits, and identifies trends.
• Leads teams to deliver business results in a fast-paced environment.
• Applies extensive knowledge of Home Delivery Operations and processes.
• Serves as the market leader of the XDT Network through interactions with 3PL service providers, Lowe’s Supply Chain teams, distribution nodes (RDC, BDC, ADC, etc.), and store operations.
• Identifies capability gaps and provides coaching in partnership with 3rd party delivery operator’s leadership teams to improve service.
• Demonstrates effective problem-solving, change leadership, team orientation, and empowerment skills.
• Communicates delivery successes and opportunities with retail stores to enhance customer sales and delivery experiences.
• Builds and maintains business relationships with Retail and Pro Lowe’s partners.
• Performs supervisory responsibilities, including hiring, promoting, demoting, terminating, conducting performance reviews, appraisals, coaching, and developing associates.
• Maintains continuous dialogue with 3PL vendor partners to resolve claims and complaints related to in-home customer delivery experiences.
• Reviews market-level productivity and quality metrics daily, weekly, and monthly to drive operational improvements.

Requirements

• Bachelor’s Degree in Operations, Supply Chain, or a related field and 7+ years of relevant experience, or a High School Diploma and 9+ years of relevant experience.

About Lowe’s

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions weekly, with fiscal year 2025 sales exceeding $86 billion. Lowe’s employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches, and 130 distribution centers. Based in Mooresville, N.C., Lowe’s supports communities through programs focused on safe, affordable housing, community space improvement, skilled trade development, and disaster relief. For more information, visit Lowes.com.