White Glove Operations Coordinator

About the Company

Founded in 2018, this organization operates in the retail industry with a direct-to-consumer model focused on delivering high-quality essentials at low prices. It addresses the challenge of traditional retail markups by cutting out middlemen and using just-in-time manufacturing to reduce waste and increase value. The organization integrates AI, analytics, and automation to enhance operations and customer experience. It partners with global manufacturers and serves millions of customers, emphasizing sustainable growth, quality, simplicity, and price transparency.

About the Role

The White Glove Operations Coordinator is responsible for managing the real-time performance of the large parcel delivery network. This role ensures an exceptional delivery experience by overseeing shipment tracking, carrier and vendor performance, and resolving delivery exceptions. The position contributes to operational efficiency and customer satisfaction by coordinating logistics across multiple touchpoints in the delivery process.

Responsibilities

• Track and manage large parcel shipments from origin to in-home delivery
• Coordinate and monitor delivery appointment options and success rates
• Ensure real-time status updates throughout the delivery lifecycle
• Serve as escalation point for service failures and delivery exceptions
• Identify at-risk deliveries and collaborate with carriers to prevent failures
• Enforce compliance with vendor, shipper, and carrier SOPs
• Maintain daily communication with third-party large parcel carriers
• Monitor carrier performance including pickup capacity, speed, and in-home delivery experience
• Manage exceptions such as lost shipments and damages
• Support capacity planning for peak periods
• Partner with customer support to provide delivery updates and resolve escalations
• Coordinate delivery changes including address updates and cancellations
• Ensure smooth transitions between vendors, linehaul, cross-dock, and final mile carriers
• Maintain accurate shipment data and milestone tracking
• Respond promptly to communications and escalate issues that impact delivery
• Provide weekend or after-hours monitoring when needed
• Audit delivery invoices and manage damage and service failure claims
• Track root causes of delivery issues for continuous improvement
• Document delivery outcomes including photos and customer sign-offs
• Manage delivery exceptions related to damages, refusals, access limitations, and weather delays
• Coordinate redeliveries, returns, or replacements as necessary

Requirements

• 2+ years of logistics experience, preferably in final mile, large parcel, furniture, appliance, or white glove delivery operations
• Strong written and verbal communication skills
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Excellent problem-solving and critical-thinking skills
• Strong attention to detail and organizational abilities
• Ability to work cross-functionally with internal teams and external partners
• Customer-focused mindset with professional escalation handling
• Proficiency in G-suite, Looker Studio, and logistics or operations systems

Nice to Have

• Experience with large parcel, furniture, appliance, or oversized product delivery
• Familiarity with appointment-based delivery scheduling and routing
• Understanding of accessorial services such as stairs, long carry, assembly, and debris removal
• Knowledge of damage prevention and in-home delivery handling standards

Compensation

$64,000 — $104,000 USD annually

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.