HOME DELIVERY SUPPORT SPECIALIST

Home Delivery Ops Support Specialist Serena & Lily is seeking a Home Delivery Ops Support Specialist. This role will support our Home Delivery Operations team and network of Home Delivery Carrier providers working together to bring the best-in-class delivery experience to our customers. Help shape the future of our Home Delivery Experience for Serena & Lily! To be successful in this role, you need a passion for operational excellence in home delivery with a data driven mindset, strong communication and interpersonal skills. This candidate is an effective problem solver who is confident in their ability to drive change and lead with a positive, solution-oriented mindset. Key Skills 3rd Party Home Delivery Carrier Management Logistics Coordination, Operations & Carrier Performance KPI tracking & Process Improvement RESPONSIBILITIES: Prioritize and monitor key KPI metrics to track performance and delivery success rates across our carrier network. Collaborate with DC/Supply Chain, Customer Service, Retail and Tech teams on cross-functional workstreams or initiatives. Ensure seamless last-mile delivery by coordinating between teams, troubleshooting, and providing support to our delivery personnel. Oversee timely reverse logistics in partnership with our DC team from our HD hubs. Assist in case management and the timely resolution of tickets and any operational issues within our delivery network and internal customer care teams. Support our Platinum Program with high value client deliveries & carrier coordination. Champion brand awareness with continuous training & product education. Coordinate and assist in managing necessary logistics arrangements required for retail or brand events. Utilize technology and software to monitor deliveries, track metrics, and identify areas for efficiency improvements. Review NPS and customer satisfaction feedback around delivery experience. Train and educate team members on new processes and procedures and maintain SOP documentation. QUALIFICATIONS: 2-3+ years in logistics or operations, preferably in the retail Home Delivery space. Proficient with Microsoft Office such as Word, Outlook, & strong Excel skills. Familiar with carrier trace/tracking portals, WMS/ERP & CRM systems Excellent communication and interpersonal skills, with the ability to engage with internal teams and external partners. COMPENSATION: $56-60K per year is the anticipated pay range for this role. The actual base pay is dependent upon many factors, such as: experience, education, and skills. Employees (and their families) are covered by medical, dental, vision, and basic life insurance should they choose to participate in Serena & Lily's benefits. Employees can enroll in our company's 401k plan. During the first year of employment, full-time employees accrue twenty days of PTO and seven paid holidays throughout the year. #LI-DNI

Created: 2026-03-04