Installation Manager

JD.com; Luton; On-site; GBP 42,000 - 64,000; Full time

Job summary

JINGDONG Logistics in the United Kingdom is seeking an Installation Manager to lead end-to-end installation of furniture, appliances, and oversized items. You will oversee installation partners, drive on-time delivery, and ensure high installation quality while controlling costs.

The role requires coordinating capacity, defining SOPs, and maintaining safety standards. You will collaborate with cross-functional teams to optimise processes and customer experience, reporting to the Logistics

Qualifications

• Bachelor’s degree in Operations, Engineering, Logistics, or related field.
• Experience in installation, field service, home delivery, or technical operations.
• Strong experience managing external service providers or technician networks.
• Knowledge of furniture, appliance, or home installation processes.
• Solid understanding of health & safety standards and field compliance.
• Strong operational, analytical, and problem-solving skills.
• Customer-focused mindset with experience managing service quality at scale.

Responsibilities

• Manage end-to-end installation operations for furniture, appliances, and oversized items.
• Plan and coordinate daily and weekly installation capacity in line with order volumes.
• Ensure installations are completed on time, right-first-time, and in line with Joybuy standards.
• Recruit, onboard, and manage installation partners, contractors, and service providers.
• Define installation SOPs, quality standards, and training requirements.
• Monitor partner performance, productivity, and compliance with SLAs.
• Own installation-related customer experience, including scheduling, communication, and issue resolution.
• Track CSAT, NPS, and first-time installation success rates.
• Drive safety training and audits to reduce incidents and damages.
• Cost & Performance Management: Manage installation budgets, cost per install, and partner fees.
• Identify opportunities to improve productivity, standardisation, and scalability.
• Cross-Functional Collaboration with Big & Bulky, Logistics, Warehouse, and Last-Mile teams.
• Contribute to new product onboarding and installation readiness.

Skills

Installation management

Field operations

Service quality management

External service providers

Health & safety standards

Analytical skills

Customer-centric

Education

Bachelor’s degree in Operations, Engineering, Logistics, or related field

Job description

Who We AreAt JINGDONG Logistics (JD Logistics), part of JD.com, we are a leading technology-driven supply chain and logistics solutions provider under JD.com. Built on deep expertise in automation, smart fulfilment, and data intelligence, we operate end-to-end logistics services that empower businesses and enhance customer experience. Our integrated networks span warehouse management, line-haul transportation, last-mile delivery, bulky items logistics, cold chain, and cross-border operations, ensuring speed, reliability, and precision at every stage.Our Global ReachJINGDONG Logistics has developed one of the most extensive logistics infrastructures in the world, managing more than 3,600 warehouses with over 34 million square meters of space. Our Global Smart Supply Chain Network combines highly automated warehousing with robust international transportation solutions, enabling seamless cross-border movement. Today, we operate 130+ bonded, direct mail, and overseas warehouses across 23 countries and regions, supported by our global brands, JoyLogistics and JoyExpress, as we continue scaling JD.com’s international logistics footprint.Learn more about who we are and what we do: https://www.jingdonglogistics.com/What We OfferJoining JD Logistics means helping shape the future of global supply chain and logistics. You’ll work with smart warehousing, autonomous delivery, and innovative technology that keeps goods moving worldwide. With a competitive salary, great locations, and a supportive, people-first culture, you’ll have the space to take on meaningful challenges, grow your skills, and make a real impact in a fast-evolving industry.About The TeamYou’ll be joining the JINGDONG Logistics team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.Location: LutonEmployment Type: Full-time on site roleRole OverviewThe Installation Manager is responsible for managing and scaling Joybuy’s installation and assembly services for Big & Bulky products. This role oversees installation partners, field operations, service quality, and customer experience, ensuring safe, on-time, and high-quality installations while controlling costs and meeting service-level agreements.Key ResponsibilitiesInstallation OperationsManage end-to-end installation operations for furniture, appliances, and oversized itemsPlan and coordinate daily and weekly installation capacity in line with order volumesEnsure installations are completed on time, right-first-time, and in line with Joybuy standardsPartner & Technician ManagementRecruit, onboard, and manage installation partners, contractors, and service providersDefine installation SOPs, quality standards, and training requirementsMonitor partner performance, productivity, and compliance with SLAsCustomer ExperienceOwn installation-related customer experience, including scheduling, communication, and issue resolutionWork closely with Customer Service to handle escalations, re-visits, and compensation casesTrack and improve CSAT, NPS, and first-time installation success ratesQuality, Safety & ComplianceEnsure all installation activities comply with health, safety, and regulatory requirementsImplement safety training and audits to reduce incidents and damagesDrive quality control processes, inspections, and root-cause analysisCost & Performance ManagementManage installation budgets, cost per install, and partner feesTrack KPIs such as installation lead time, rework rate, damage rate, and cost efficiencyIdentify opportunities to improve productivity, standardisation, and scalabilityCross-Functional CollaborationPartner with Big & Bulky, Logistics, Warehouse, and Last-Mile teams to ensure smooth handoffsSupport Commercial and Category teams with installation feasibility, pricing, and service designContribute to new product onboarding and installation readinessQualifications & ExperienceBachelor’s degree in Operations, Engineering, Logistics, or a related field (preferred)Experience in installation, field service, home delivery, or technical operationsStrong experience managing external service providers or technician networksKnowledge of furniture, appliance, or home installation processesSolid understanding of health & safety standards and field complianceStrong operational, analytical, and problem-solving skillsCustomer-focused mindset with experience managing service quality at scaleAt JINGDONG Logistics, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.Ready to apply?Take the next step in your career, apply now and explore the opportunities we have to offer.