Director, D2C Final Mile Logistics

Position Summary

Samsung Electronics America is a leading innovator in the electronics and consumer goods industry committed to delivering exceptional customer experiences through cutting-edge technology and strategic initiatives. We are seeking Director of D2C Final Mile Logistics lead our direct-to-consumer (D2C) efforts driving growth efficiency and innovation within our TV and Appliance operations.

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 (Sams Club and Wayfair)

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.

Leadership & Governance

• Provide executive-level reporting insights and recommendations to senior leadership.
• Lead and develop a high-performing team responsible for day-to-day execution analytics and partner management.
• Establish clear governance escalation paths and decision frameworks across internal and external stakeholders

Skills and Qualifications

Minimum Qualifications

• 12 years of experience in final mile transportation supply chain or e-commerce logistics with progressive leadership responsibility.
• Proven experience negotiating carrier and vendor contracts and managing complex service networks.
• Strong cross-functional leadership skills with experience partnering with engineering/IT and fulfillment teams.
• Deep understanding of D2C logistics economics service models and customer experience drivers.
• Executive-level communication and stakeholder management capabilities.
• Ability to travel 25% of the year

Preferred Qualification

• Experience supporting large-scale D2C or omnichannel retail operations.
• Familiarity with dropship programs and multi-partner fulfillment ecosystems.
• Experience launching premium delivery or in-home service offerings.
• Data-driven mindset with strong analytical and financial acumen.
• Strong leadership skills with the ability to manage teams and drive strategic initiatives to completion.
• Excellent analytical and problem-solving skills with a focus on innovation and continuous improvement.
• Proven ability to manage budgets and optimize costs while delivering high-quality results.

#LI-RL1

Life @ Samsung - @ Samsung - full-time employees (salaried or hourly) have access to benefits including: Medical Dental Vision Life Insurance 401(k) Employee Purchase Program Tuition Assistance (after 6 months) Paid Time Off Student Loan Program (after 6 months) Wellness Incentives and many addition regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation based on company division and individual performance.

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