Senior Director, Customer Delivery Hub Operations

About the Role

White Cap offers a dynamic and engaging workplace where associates experience diverse interactions and significant career growth opportunities. The company is committed to Building Trust on Every Job through expertise, dependability, and capability upheld by its employees.

We seek a Senior Director to lead the Customer Delivery Hub (CDH) program, collaborating with Field Leadership and supporting functions to enhance delivery performance, strengthen site execution, and drive growth across branches. This role provides both strategic and operational leadership from initial rollout through stabilization, ongoing performance monitoring, and future expansion planning while supporting field initiatives essential for CDH success.

Key Responsibilities

• Guide the CDH operating model initiative by working with cross-functional teams and field leaders to establish operating needs, service standards, KPIs, SOPs, staffing models, and ensure uniform execution across the network.
• Lead governance and execution collaboratively with departments such as Operations, Supply Chain, Transportation, Sales, IT, HR, Finance, Facilities, and site leadership, handling decision-making, escalations, communication rhythm, and issue resolution.
• Manage the lifecycle of CDH rollouts including go-live preparation, initial support (hypercare), stabilization, and transition into steady operational mode.
• Ensure operational elements such as safety readiness, staffing and labor planning, scheduling, inventory, space, equipment, transportation, system support, process documentation, training, and sales alignment are established to support smooth launches and stabilization.
• Drive adoption in the field of CDH standards through playbooks, SOPs, training aids, manager guidance, and other support tools for site teams, branch leadership, sales representatives, drivers, and related groups.
• Collaborate with regional and site leaders to monitor and analyze CDH performance utilizing data, feedback, and best practices to promote continuous improvement and provide executive leadership reporting on rollout progress, productivity gains, financial impact, operational risks, and critical decisions.
• Lead planning for future expansion of CDHs including evaluations on the number of new hubs, launch sequencing, and necessary operational readiness for successful growth.

Nature and Scope

• Handles complex problems that may be vaguely defined by higher leadership, requiring strategic and in-depth analysis.
• Develops strategy and methodology as a subject-matter expert on policies and best practices, deciding how to achieve goals within organizational frameworks.
• Manages through multiple layers or directly supervises senior professional contributors, overseeing budgets at enterprise-level or multiple businesses.

Work Environment

• Work occurs primarily indoors in comfortable conditions with infrequent unpleasant situations.
• Mostly seated work with frequent opportunities to move; occasional light lifting may be necessary.
• Position involves significant travel with overnight stays approximately 20% to 50% of the time.

Education and Experience

• A Bachelor’s degree in a relevant field is typically required.
• At least 9 years of related experience including managerial or supervisory roles is generally expected.
• Preferred candidates have 15+ years of progressive leadership in logistics, distribution, retail, branch or field operations, or supply chain management.
• Demonstrated success with large-scale operations management, transformational projects, rollouts, and stabilization initiatives.
• Experience with hub-and-spoke delivery models, customer delivery operations, and integration of market fulfillment or branch-distribution frameworks.
• Skill in developing repeatable operating models, launch playbooks, readiness criteria, issue management processes, performance standards, and stabilization protocols.
• Understanding of how aspects like inventory readiness, labor planning, space, equipment, transportation, systems, sales behavior, and customer experience impact operational outcomes.
• Familiarity with operational technology and system integrations such as ERP, WMS, transportation routing, forecasting, or inventory management platforms.
• Strong enterprise-focused leadership capabilities including strategic thinking, credible field presence, business acumen, communication, stakeholder management, and sound decision-making.

Equal Employment Opportunity

White Cap is an Equal Opportunity Employer that values diversity and inclusion. Employment decisions are made without regard to age, race, religion, gender, sexual orientation, national origin, veteran status, disability, or any other protected class.

Additional Information

Role recruits under Corporate Operations function, is fully remote, and requires extensive travel commitment. Budgetary responsibilities and extensive stakeholder coordination are key aspects of this leadership role.