Senior Manager, Client Services - Delivery Scheduling

About the Role

Arhaus was founded in 1986 on a simple idea: Furniture and décor should be sustainably sourced, lovingly made, and built to last. Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used—and loved—for generations. We are seeking a strategic and transformational Senior Manager, Delivery Scheduling Strategy & Operations to lead outbound call center delivery scheduling operations and drive innovative solutions that enhance the customer experience.

This role is responsible for developing and executing scheduling strategies that maximize delivery readiness, improve customer engagement, optimize operational performance, and support business growth. The ideal candidate is an experienced people leader with strong analytical, project management, and change management capabilities. This leader will oversee three direct reports, drive organizational transformation initiatives, evaluate and improve business processes, and identify opportunities to implement new systems, technologies, and software solutions that improve efficiency, scalability, and customer outcomes.

Responsibilities

• Lead, coach, and develop three direct-report leaders responsible for outbound delivery scheduling operations.
• Foster a culture of accountability, collaboration, continuous improvement, and customer-focused decision-making.
• Establish performance expectations, operational goals, and development plans that align with company objectives.
• Develop future leaders through mentoring, coaching, and succession planning.
• Develop and execute strategies that optimize outbound customer contact programs supporting delivery scheduling and appointment management.
• Drive initiatives that improve scheduling conversion rates, customer contact success rates, productivity, and customer satisfaction.
• Analyze operational trends and performance metrics to identify opportunities for improvement.
• Partner with Delivery, Logistics, Client Services, and Operations leaders to align scheduling strategies with business needs.
• Serve as an escalation point for operational and customer experience concerns related to delivery scheduling.
• Lead organizational transformation initiatives that improve delivery scheduling operations and customer experience.
• Develop and execute change management strategies that support successful adoption of new processes, systems, and technologies.
• Build stakeholder engagement plans and ensure alignment across cross-functional teams.
• Identify and mitigate risks associated with operational and technology-related changes.
• Lead complex cross-functional projects from planning through implementation and post-launch evaluation.
• Identify opportunities for automation, process optimization, and technology enhancements.
• Evaluate, recommend, and support the implementation of new systems, software platforms, and operational tools.
• Develop business requirements, project plans, timelines, success metrics, and communication strategies.
• Track project outcomes and communicate progress, risks, and results to senior leadership.
• Utilize advanced Excel skills to analyze large datasets, identify trends, and develop actionable business insights.
• Create executive-level PowerPoint presentations that communicate operational performance, strategic recommendations, and project outcomes.
• Develop dashboards, reporting tools, and performance scorecards that support operational decision making.
• Analyze customer, workforce, and operational data to identify opportunities to improve service levels, efficiency, and customer satisfaction.
• Present findings and recommendations to senior leadership teams.
• Continuously evaluate and improve processes to increase efficiency, productivity, and customer experience.
• Drive data-based decision-making and accountability across the organization.
• Establish and monitor key performance indicators aligned with business objectives.
• Lead initiatives that improve operational effectiveness while supporting Arhaus's commitment to an exceptional white-glove customer experience.

Requirements

• Bachelor's degree required; MBA or advanced business-related degree preferred.
• 5+ years of management experience in customer service, contact center operations, delivery scheduling, workforce management, logistics, or related operational environments.
• Demonstrated experience leading leaders and developing high-performing teams.
• Proven success driving transformational change initiatives and operational improvements.
• Strong project management experience leading cross-functional initiatives from planning through execution.
• Experience identifying, evaluating, and implementing new systems, technologies, software platforms, and process enhancements.
• Experience using data and analytics to drive business decisions and operational performance improvements.

Skills

• Advanced proficiency in Microsoft Excel, including reporting, forecasting, trend analysis, pivot tables, dashboards, and performance analytics.
• Advanced proficiency in Microsoft PowerPoint with the ability to create executive-level presentations and business reviews.
• Strong understanding of operational metrics, workforce planning, process improvement, and performance management.
• Strategic thinker with strong business acumen.
• Exceptional communication, presentation, and influencing skills.
• Proven ability to lead through change and drive organizational transformation.
• Strong analytical and problem-solving capabilities.
• Results-oriented with a passion for customer experience and continuous improvement.