Job Description

Company Overview

Sleep Number team members are part of a passionate, purpose-driven culture that supports improving the health and wellbeing of society through higher quality sleep. We are not just focused on our customers, however; being employed by Sleep Number means your personal wellbeing is important, too. As we continue to grow, we are looking for team members who will bring their unique personalities, backgrounds, and skills to work. Whether you are entering, returning, or experienced in the workforce, we have a place for you.

In our 35+ years in the industry we have improved over 14 million lives, and we are just getting started. With 5,000+ team members nationwide supporting work disciplines from technology to manufacturing, retail stores to field services technicians, corporate teams to customer service, we are a sleep innovation leader because of our team members. Now is a great time to join us as we invest further in our people and sleep innovation. #TeamSleepNumber

Position Purpose

Sleep Number is seeking a Vice President of Field Services. Our consumer innovation strategy and our revolutionary sleep products have transformed what consumers expect from their sleep experience. Sleep Numbers final mile network is strategically critical to delivering an effective and efficient in-home experience.

This leader is responsible for developing and maintaining a well-designed home delivery operation that leads the installation and support of Sleep Number technology in our customers homes. This leader will redefine, develop and implement a final mile strategy that leads to improvements in our existing installation network and builds capabilities to deliver new in-home services. This role is highly visible and is both operational and customer-facing. A successful candidate will inspire innovation, drive cost scaling through increased effectiveness and efficiency, and deliver best-in-class customer satisfaction.

This leader will be an individual with a cross-functional and collaborative leadership approach that works to achieve results both internally and externally. Internally, this position partners with our sales, customer service and supply chain leadership teams to optimize our final mile network. Externally, this position builds and maintains a network within the transportation industry, including staying abreast of trends, systems, vendors, technology, processes, and legislative changes. This role leads and influences a large number of Sleep Number team members across all states, including front-line field service technicians and corporate operational support staff.

Primary Responsibilities

• Establish and execute the strategic vision for Home Delivery and Field Services at Sleep Number

• Enhance our service offerings and capabilities
• Deliver on our brand commitment of exceptional product experience and customer satisfaction
• Build a best-in-class delivery and services organization that is informed by a combination of results-oriented decisions, best practice knowledge, and benchmarking research
• Own the final mile network operations, providing day-to-day leadership, planning for timely network capacity and optimizing overall delivery performance

• Achieve clear and concise field service key performance indicators and metrics
• Evaluate current strategies, processes and procedures for cost savings and operational improvement opportunities
• Build and manage relationships with the third party logistic (3PL) vendors and partners
• Oversee continuous improvement of standard operating procedures, training, systems and staffing model
• Develop multi year strategy road map that yields to outsized sustainable customer satisfaction, efficiency and volume performance results.
• Develop the future state recommendation for in-source/out-source mix based on sales volume trends, densification, and other analyses.
• Motivate, engage and build a culture of safety, acountability, results and innovation
• Champion the efforts of cross-functional teams, while managing a high performing team

Position Requirements

• Bachelors Degree required, MBA Preferred
• 15+ years of operations experience
• 15+ years of experience in delivery, service, logistics or transportation
• 15+ years management experience required
• Strong leadership, coaching, team building and talent development skills
• Proven managerial, leadership, problem-solving skills, preferably within retail organizations
• Experience in managing large labor production plans
• Ability to deal with ambiguity and complexity in a matrixed environment
• Strong leadership, coaching, team building; proven ability to develop front line leaders, and manage teams remotely
• Ability to effectively utilize financial statements and analytics to drive action; regarded as analytical thought leader
• Demonstrated cross functional leadership; ability to internal engage teams and external partners to generate expected results
• Ability to prioritize, be flexible and handle multiple projects in an organized, timely manner and achieve results in fast-paced, ever-changing environment
• Exceptional communication skills and an ability to connect people with different points of view
• Ability to make timely, data-driven decisions
• Highly accountable and partner to senior leadership
• Demonstrated courage and integrity; ability to build trust, rapport and partnerships

Wellbeing

Our company's purpose is to improve the health and wellbeing of society.

Wellbeing is more than a catchphrase - it's a movement that permeates our company and through our team members. We are dedicated to enhancing and supporting the wellbeing of our team members and their families through benefits, programs, and resources across our five wellbeing pillars of emotional, financial, career, community, and physical health, with sleep at the center.

By joining our team, in addition to offering competitive pay programs, we are proud to offer eligible team members an extensive benefits package including, but not limited to medical and pharmacy benefits, dental, life and disability insurance, a matched 401(k) Plan, paid time off, and much more.

Examples of how we invest in your wellbeing:

Sleep - Our 360 smart bed for team members, and discounts on our innovations and sleep solutions for yourself and friends and family throughout the year.

Physical - Wide range of wellbeing resources and services through our medical plans to improve your physical health.

Emotional - Access to mental health resources, caregiving support, paid time off and parental leave to support your emotional wellbeing. Work for your day flexibility, available for select corporate roles.

Financial - Competitive base and variable pay programs, ability to save for the future through a matched 401(k) plan and financial support to recover from an illness or injury.

Community - Paid time off for volunteering and connections to our communities through our Diversity, Equity & Inclusion initiatives, and support for charitable causes.

Career - Opportunities for career development and continuous learning, including a tuition reimbursement program.

Safety

Safety is a top priority for Sleep Number supporting customers and team members wellbeing. COVID-19 Precaution(s) are in place consistent with CDC guidelines, U.S. Department of Labors Occupational Health & Safety Administration (OSHA), and state/local laws.

EEO Statement

Sleep Number is an equal opportunity employer. We are committed to recruiting, hiring and promoting qualified people and prohibit discrimination based on race, color, marital status, religion, sex (including gender, gender identity, gender expression, transgender status, pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state, or local law.

Americans with Disabilities Act (ADA)

It is Sleep Numbers policy to provide reasonable accommodations to qualified individuals with disabilities during the application process, consistent with applicable law. We may require supporting medical or religious documentation where applicable and permissible by law. If you are a qualified individual, you may request a reasonable accommodation at any time during the selection process, including if you are unable or otherwise limited in your ability to access open roles here.

Sleep Number