Installation Manager

Jingdong Logistics; Luton; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

Jingdong Logistics in Luton is seeking an Installation Manager to lead on-site installation operations for furniture, appliances, and oversized items. You will manage installation partners, coordinate field teams, and ensure safety and quality while controlling costs.

The role emphasizes scheduling, customer communication, and issue resolution, with a focus on achieving on-time delivery, right-first-time installations, and strong CSAT metrics.

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.

Responsibilities

• Plan and coordinate daily and weekly installation capacity in line with order volumes.
• 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.
• Track and improve CSAT, NPS, and first-time installation success rates.
• Collaborate with cross-functional teams to ensure smooth handoffs.

Skills

Operations management

Vendor management

Field operations

Customer service

Education

Bachelor’s degree in Operations, Engineering, Logistics

Job description

## Installation ManagerApply: GBR-England-Bedfordshire-Luton: Full time: Posted Today: JR103885**Who We Are**At 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 Reach**JINGDONG 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 Offer**Joining 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 Team**You’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 scale*At 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.*