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About the Role
As the Director of Logistics, you will own the strategy, structure, and execution of the entire Maiden Home logistics network, ensuring cost, quality, and reliability. You will connect logistics performance to business outcomes like client experience, pricing, and gross margin, building the systems, partnerships, and team for substantial volume growth while protecting product condition and delivery quality.
Responsibilities
- Set the strategic direction for the Maiden Home outsourced logistics network, including provider mix, geographic coverage, modal strategy, and build-versus-buy decisions.
- Own all provider relationships across first mile origin freight, middle mile LTL and FTL carriers, and last mile white glove delivery specialists.
- Lead sourcing and contract execution, managing RFPs, negotiating rates, service commitments, liability terms, and capacity guarantees.
- Vet new providers on FMCSA compliance, operating authority, and insurance requirements.
- Build and govern the provider accountability framework, including scorecards, review cadences, and escalation protocols.
- Own capacity planning with the commercial team, forecasting volume, communicating requirements, and securing committed capacity.
- Assess and recommend the intake model for order issues, designing the intake process and defining resolution authority and communication standards.
- Build the escalation protocol from the 3PL Customer Care team to Maiden Home, defining escalation conditions, approval authorities, and response time requirements.
- Own every escalated issue through closure, including approval decisions, carrier coordination, and client communication.
- Close the loop on resolved issues by updating decision trees, refining escalation criteria, and flagging recurring patterns for root cause investigation.
- Own the end-to-end returns process for damaged, defective, and refused goods, including pickup, routing, and cycle time tracking.
- Manage outsourced storage locations, including 3PL warehouse partners and white glove service centers.
- Establish disposition protocols at each storage node, ensuring provider agreements reflect cost and responsibility structures.
- Ensure returns data drives provider accountability reviews, contract negotiations, damage liability claims, and product decisions.
- Own all inbound import logistics, including freight forwarding, customs brokerage, HTS classification, and CBP documentation compliance.
- Build and scale outbound international shipping for finished goods, managing carrier relationships, landed cost models, and customs documentation.
- Develop a tariff risk monitoring and cost modeling capability, tracking tariff schedules, modeling financial exposure, and providing scenario analyses.
- Ensure financial plan assumptions reflect current and projected trade conditions and identify duty drawback opportunities.
- Own the logistics budget, building the annual freight spend plan and tracking actuals with variance analysis.
- Manage freight invoice reconciliation, auditing invoices, disputing billing errors, and building audit controls.
- Own claims management for damaged, lost, and delayed shipments, filing and tracking claims, and analyzing patterns for carrier accountability.
- Manage chargeback reconciliation, tracking and disputing chargebacks outside contractual terms.
- Conduct ongoing carrier rate benchmarking to keep contracted rates competitive.
- Design and maintain scorecards at each supply chain node, ensuring every contractual commitment is measurable.
- Define node-level KPIs calibrated to contract terms and establish structured review cadences.
- Use scorecard data to drive corrective action plans, contract renegotiations, and provider continuation decisions.
Requirements
- 10 or more years of progressive logistics and supply chain leadership in a high growth business environment.
- 4+ years of people management expertise, with demonstrated success in hiring and developing a high performing team.
- Experience in furniture, luxury goods, or another category where product condition and delivery experience carry real weight.
- Ownership of international freight and customs operations, including goods moving from Europe.
- Ability to prioritize effectively and remain agile amidst changing business priorities.
- Dynamic thinker with the ability to balance cost, speed, and customer experience for proper decision making.
- A track record of negotiating meaningful carrier and 3PL contracts.
- Experience building or significantly scaling a final-mile delivery network; white glove experience strongly preferred.
- Hands-on experience implementing or operating WMS and TMS platforms.
- Rigor with data — damage rates, on-time performance, cost per delivery, and inventory accuracy are numbers you know cold.
- Success in a high-growth environment where the playbook did not yet exist and you were the one who wrote it.
- An exacting standard, and the understanding that a piece handcrafted over weeks can be undone in the final mile — you build operations that make that outcome unacceptable.
Skills
- Logistics strategy
- Supply chain management
- 3PL management
- Carrier relationship management
- Contract negotiation
- RFP management
- FMCSA compliance
- Capacity planning
- Issue resolution
- Returns logistics
- International logistics
- Customs brokerage
- Trade compliance
- Tariff risk management
- Freight spend management
- Claims management
- Invoice reconciliation
- Performance measurement
- KPI definition
- WMS implementation/operation
- TMS implementation/operation
Location
- New York, NY
Work Type
- Onsite
- Full-time
Experience Level
- Director
- Senior
Salary/Compensations
- $180,000 - $210,000
About the Company
- Maiden Home is growing a team of forward-thinking individuals who possess unique strengths and perspectives, an innate ability to inspire their colleagues, and an eagerness to reimagine the world of luxury furnishings.