The Thuma team is looking for a Premium Delivery Associate to join our effective, lean, quickly growing team. We hire for integrity, initiative, collaborative spirit, open-mindedness, and willingness to learn.
Reporting to the Senior Manager of Outbound Operations, you’ll use your scrappy, problem-solving abilities to support key daily operational activities that contribute to a best-in-class premium delivery experience. You’ll work closely with Thuma’s Logistics and Customer Experience teams as well as external delivery partners. You will make an impact by ensuring that Thuma customers receive consistently excellent in-home delivery and assembly while we push to elevate the experience with branded touches and industry-leading transit times.
Thuma’s Logistics team is distributed across the country and this role is designed to be remote. If the right candidate lives in the same market as coworkers, there may be opportunities for in-person co-working. The role will require occasional travel for team off-sites as well as partner visits.
In recognition of the personal and professional benefits that team members gain from time spent together in person, we organize a range of events throughout each year designed to bring our entire team together!
Key Responsibilities:Tactical Operations:Manage daily operations of white glove partnersPartner with Customer Experience and Operations teams to prevent and respond to delivery issues, escalating as necessary Ensure that VIP orders receive a 6-Star Experience. Proactively track high-value, hospitality/trade, PR, and B2B ordersServe as point of contact for Thuma retail store staff regarding Premium Delivery program as well as specific in-store ordersCommunicate new product launches to white glove carriers and manage training programs to ensure all delivery hubs have received assembly instructions
Reporting:Provide a weekly scorecard to track premium delivery KPIs and share customer feedbackAnalyze customer surveys and provide root cause analysis for unsatisfactory ratingsReview white glove carrier invoices and spot-check to ensure accuracy
Projects + Initiatives:Optimize middle-mile freight to minimize transit time and costPartner with Logistics team to expand Premium Delivery into new marketsWork with Brand team to implement a surprise and delight program for white glove deliveriesThis Might Describe You (role specific):1-3 years work experience in operations, logistics, ecommerce, or customer experienceFamiliar with freight logistics and white glove deliveryCustomer-focused and passionate about delivering ‘wow’ moments for ecommerce customersComfortable managing third-party carriers and providing constructive feedbackCompetent with G-suite, light data analysis, and operations systems (WMS, carrier platforms)Strong communication skills, and ability to be concise and clear with both internal teams and third-party partnersAction bias and solutions-oriented mindsetWilling to travel as necessary for team on-sites and partner visits (1-2 times per quarter)This Might Describe You:You are comfortable with ambiguity and autonomyYou have a high bar for quality and believe in continuous improvementYou’re able to manage your time and add value that the broader team can feel without being told what to doYou’re comfortable receiving and providing feedbackYou’re a team player and come to each new project with enthusiasm and a willingness to learn You have the ability to quickly adapt in a high-paced environmentYou’re looking for a healthy work-life balanceWhy Join Us
Equity/401k: Participation in employee stock option plan and our 401k program where we will match up to 6% of your contributions
Benefits: Comprehensive medical, dental + vision coverage options with generous employer contributions
Extras: 12 weeks of paid parental leave and company sponsored membership at One Medical
Dream Setup: MacBook Air, Airpod Pros, Magic Mouse, Magic Keyboard, Display Screen
Flex Time: Run errands as needed, just get your stuff done
Flexible PTO: We believe healthy, happy, relaxed people do better work
Hybrid: Flexibility to work between your home and our office with everything you need to be successful in both
Employee Discount: We provide an employee discount of 40% off all Thuma products
Cell Phone Stipend: $100 per month to recognize that you will use your cell phone for work related things
Commute Reimbursement: Up to $150 per month for your commute to our office
Room Upgrade: A complimentary product credit when you start, worth up to $2,000
Who We Are
Thuma is a bedroom lifestyle brand, offering customers Bed Time essentials and amenities designed to celebrate life’s simple pleasures through thoughtful elevated design, quality craftsmanship, and modern convenience.
We recognize that people come with a wealth of knowledge and are talented beyond the scope of a functional role. If this sounds like you, we encourage you to apply even if your experience doesn’t precisely match our job description. We hire for integrity, initiative, collaborative spirit, open mindedness, and willingness to learn.
Thuma is dedicated to going above and beyond to bring people with diverse perspectives and unique experiences together to do great work. We strive to create a sense of belonging by creating an inclusive culture where everyone can be their authentic self and by treating each and every team member with kindness, equity, and respect, always.
