Director of Direct-to-Consumer Final Mile Logistics

Summary This role is not eligible for immigration sponsorship Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us. Role and Responsibilities The Director of Direct-to-Consumer Final Mile Logistics is responsible for the end-to-end strategy, execution, and continuous improvement of last-mile delivery and in-home service operations supporting D2C channels. This role owns carrier and vendor partnerships, commercial negotiations, and the development of scalable, differentiated service offerings while working cross-functionally to ensure seamless upstream and downstream execution. The Director partners closely with Engineering, E-commerce Fulfillment, Supply Chain, Customer Experience, and Finance to optimize cost, service levels, and customer outcomes across multiple fulfillment channels. E-commerce Builder (Single and Multi-Family) Dropship Programs (Sam’s Club and Wayfair)   Position Objective Final Mile Strategy & Execution Own the final-mile delivery and in-home services strategy for D2C channels, ensuring alignment with customer experience, growth, and cost objectives. Design and scale delivery and service models (e.g., next-day delivery, premium in-home services, hybrid carrier/gig models). Establish service standards, operating models, and performance benchmarks across all covered channels. Carrier & Vendor Partnerships Lead contract negotiations with carriers, service providers, and gig platforms, including rate cards, SLAs, incentive structures, and penalties. Develop and evaluate rate proposals and pricing models (PPM, per-stop, tiered service fees, etc.) to ensure competitive and sustainable economics. Identify and launch new service offerings that differentiate the D2C experience and drive customer satisfaction and revenue opportunities. Manage ongoing vendor performance, governance, and quarterly business reviews (QBRs). Cross-Functional Collaboration Partner with Engineering / Product / IT to define system requirements, integrations, and roadmap enhancements supporting final-mile execution and visibility. Collaborate with E-commerce Fulfillment and Upstream Logistics teams to resolve capacity, inventory positioning, routing, and handoff challenges that impact last-mile performance. Work closely with Customer Experience and Operations teams to address delivery exceptions, service recovery, and customer feedback loops. Partner with Finance and FP&A to manage budgets, forecast costs, and deliver productivity improvements. Performance Management & Optimization Own key KPIs including on-time delivery, NPS, damage rates, job completion, cost per order, and carrier compliance. Drive continuous improvement initiatives to reduce cost-to-serve while improving reliability and customer satisfaction. Lead pilots and test-and-learn initiatives to validate new partners, service models, and technologies. Returns & Reverse Logistics Own the end-to-end reverse logistics strategy for D2C channels, including return pickups, product disposition, and refurbishment routing. Coordinate carrier and service provider protocols for returned and damaged goods, ensuring timely resolution and cost-effective disposition. Partner with Customer Experience and Supply Chain teams to minimize return costs, reduce cycle times, and continuously improve the returns process.