Delivery Support Operations Manager (New Jersey, USA)

About Us:

CEF Solutions Inc. is a Consulting Services, and Business Process Outsourcing (BPO) company specialized in providing BPO Operations, Operations Management, Process Engineering and Innovation, and Cost Optimization solutions to clients in the Customer Service industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company website: www.CEF.inc

About the Opportunity:

The Delivery Support Operations Manager is responsible for leading the implementation and day-to-day operation of U.S. delivery support services. The role manages customer communications and delivery exceptions related to appliances moving from warehouses to retailer cross-docks and ultimately to end consumers.

This includes rescheduling, callback and email management, order and delivery status updates, retailer support, and coordination across inventory, warehouse, transportation, customer service, and systems teams.

The ideal candidate brings direct management-level experience in delivery support or supply chain customer operations—particularly delivery scheduling, order management, exception management, and last-mile coordination. The manager will establish operating controls, build team capability, maintain service quality during normal and surge conditions, and provide leadership with clear performance insights and improvement actions.

Key Responsibilities:

• Lead the end-to-end setup, launch readiness, stabilization, and ongoing management of the delivery support operation.
• Manage inbound and outbound phone and email support for customers requiring delivery rescheduling, callbacks, status updates, or assistance arising from delivery exceptions.
• Oversee delivery exception management caused by inventory shortages, warehouse constraints, transportation issues, site closures, severe weather, and other operational disruptions.
• Coordinate with supply chain, inventory, warehouse, transportation, customer service, IT, and retailer stakeholders to resolve issues accurately and on time.
• Ensure customer reschedules and status updates are completed correctly across ERP/OMS, retailer platforms, CRM/case-management tools, and related systems.
• Support retailer store inquiries and, when required, coordinate customer returns and creation of return authorizations in company systems.
• Lead and coach a dual-skilled phone and email team, including bilingual English/Spanish support, and maintain effective staffing coverage across the required hours of operation.
• Establish and maintain SOPs, escalation paths, quality standards, knowledge materials, and controls for clear, concise, and complete case documentation.
• Manage performance against contractual KPIs, including answer rate, outbound contact timeliness, callback and email response times, customer satisfaction, quality, productivity, and backlog aging.
• Develop surge and contingency plans to manage significant volume increases during weather events or operational disruptions without compromising customer experience or operational control.
• Analyze volume, root causes, repeat contacts, reschedule trends, and delivery failure patterns. Recommend improvements to processes, policies, staffing, training, and systems.
• Prepare and present regular operational reports, business reviews, risk assessments, and corrective-action plans to leadership.
• Partner with Quality, Training, Workforce Management, Reporting, IT, and Security teams to maintain operational readiness, compliance, business continuity, and continuous improvement.
• Serve as the primary operational escalation point, ensuring timely ownership, professional communication, and closure of complex or sensitive delivery cases.

Qualifications & Skills:

• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Operations Management, or a related field. Equivalent relevant experience may be considered.
• At least five years of experience in delivery support, order management, logistics customer service, transportation operations, supply chain operations, or a closely related environment. Seven or more years is preferred.
• At least two years of people-management experience leading a delivery support, order management, customer operations, or contact-center team. Three or more years is preferred.
• Demonstrated experience managing delivery scheduling and rescheduling, operational exceptions, order and shipment status, and cross-functional issue resolution.
• Experience in consumer electronics, home appliances, large-item delivery, retail distribution, third-party logistics, or last-mile delivery is strongly preferred.
• Working knowledge of ERP, OMS, CRM/case-management, retailer, telephony, email, and reporting systems. Experience supporting process or system implementation is preferred.
• Strong understanding of contact-center operating disciplines, including service levels, workforce planning, quality assurance, training, escalation management, and performance reporting.
• Proven ability to lead a new operation through implementation, launch, stabilization, and continuous improvement.
• Strong analytical and root-cause problem-solving skills, with the ability to translate operating data into clear corrective actions.
• Excellent written and verbal communication skills in English. Spanish capability is an advantage but is not required for the management role.
• Ability to manage multiple priorities and make sound decisions in a fast-changing environment with significant volume fluctuations.
• Strong stakeholder-management skills and the ability to work effectively with clients, retailers, carriers, warehouses, technology teams, and internal support functions.
• Proficiency in Microsoft Office, particularly Excel and PowerPoint, with experience preparing operational reports and management presentations.

Key Competencies:

• Delivery support and supply chain operations leadership
• Customer-centric and ownership-driven mindset
• Operational implementation and change management
• Exception management and structured problem-solving
• Cross-functional stakeholder management
• People leadership, coaching, and accountability
• Data-driven performance management and reporting
• Process control and continuous improvement
• Calm decision-making under pressure
• Clear communication, collaboration, and escalation management