Installation Manager

JD.COM; Watford; On-site; GBP 55,000 - 75,000; Full time

Job summary

JD.com is seeking an Installation Manager to lead UK-based installation operations for furniture, appliances and oversized items. You will coordinate capacity, manage external installation partners, and drive right-first-time execution while ensuring safety and customer satisfaction.

You will own the customer experience around scheduling, communication and issue resolution, collaborating with service, logistics and cross-functional teams to optimize CSAT, NPS and cost efficiency across scalable

Qualifications

• Bachelor’s degree in Operations, Engineering, Logistics, or a related field (preferred).
• 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.
• Work closely with Customer Service to handle escalations, re-visits, and compensation cases.
• Track and improve CSAT, NPS, and first-time installation success rates.
• Ensure all installation activities comply with health, safety, and regulatory requirements.
• Implement safety training and audits to reduce incidents and damages.
• Drive quality control processes, inspections, and root-cause analysis.
• Manage installation budgets, cost per install, and partner fees.
• Track KPIs such as installation lead time, rework rate, damage rate, and cost efficiency.
• Identify opportunities to improve productivity, standardization, and scalability.
• Partner with Big & Bulky, Logistics, Warehouse, and Last-Mile teams to ensure smooth handoffs.
• Support Commercial and Category teams with installation feasibility, pricing, and service design.
• Contribute to new product onboarding and installation readiness.

Skills

Operational skills

Analytical skills

Problem-solving

Customer-focused

Education

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

Job description

Installation Manager

Location: Luton

Employment Type: Full-time

Role Overview

The 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 Responsibilities

Installation Operations

• 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

Partner & Technician Management

• 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

Customer Experience

• Own installation-related customer experience, including scheduling, communication, and issue resolution
• Work closely with Customer Service to handle escalations, re-visits, and compensation cases
• Track and improve CSAT, NPS, and first-time installation success rates

Quality, Safety & Compliance

• Ensure all installation activities comply with health, safety, and regulatory requirements
• Implement safety training and audits to reduce incidents and damages
• Drive quality control processes, inspections, and root-cause analysis

Cost & Performance Management

• Manage installation budgets, cost per install, and partner fees
• Track KPIs such as installation lead time, rework rate, damage rate, and cost efficiency
• Identify opportunities to improve productivity, standardization, and scalability

Cross-Functional Collaboration

• Partner with Big & Bulky, Logistics, Warehouse, and Last-Mile teams to ensure smooth handoffs
• Support Commercial and Category teams with installation feasibility, pricing, and service design
• Contribute to new product onboarding and installation readiness

Qualifications & Experience

• Bachelor’s degree in Operations, Engineering, Logistics, or a related field (preferred)
• 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

【About JD.com】

JD.com (NASDAQ: JD and HKEX: 9618), also known as JINGDONG, is a leading supply chain-based technology and service provider. The company’s cutting-edge retail infrastructure seeks to enable consumers to buy whatever they want, whenever and wherever they want it. The company has opened its technology and infrastructure to partners, brands and other sectors, as part of its "Retail as a Service" offering to help drive productivity and innovation across a range of industries. JD.com’s business has expanded across retail, technology, logistics, health, industrials, property development and international business. JD.com is ranked 44th on the Fortune Global 500 list and is China’s largest retailer by revenue, serving over 600 million annual active customers. The company has been listed on NASDAQ since 2014, and on the Hong Kong Stock Exchange since 2020. Committed to the principles of customer first, innovation, dedication, ownership, gratitude, and integrity, the company's mission is to make lives better through technology, striving to be the most trusted company in the world.

【Our Global Business】

We are dedicated to building a digitally intelligent, cross-border supply chain and global retail infrastructure. Leveraging our global supply chain capabilities, JD.com continues to expand in markets where our competitive strengths shine. Currently, JD.com's operations span China, the U.K., the Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE, the U.S., and many others, serving customers worldwide.

Key International Business Segments: Joybuy (online retail business in Europe), International Logistics, Cross-border Import Business, JD Industrials International, JD Property International

【International Logistics】

JINGDONG Logistics (HKEX: 2618), also known as JD Logistics, is a leading technology-driven supply chain solutions and logistics services provider. JINGDONG Logistics has established six integrated logistics networks: warehouse managment, line-haul freight transportation, last-mile delivery network, bulky items logistics, cold chain logistics, and cross-border logistics networks. As of June 30, 2025, JINGDONG Logistics manages over 3,600 warehouses (third-party-operated cloud warehouses included), with a total area exceeding 34 million square meters. JINGDONG Logistics has strategically built a Global Smart Supply Chain Network, featuring highly automated warehousing systems and reliable international transportation solutions. The company currently operates over 130 bonded, direct mail and overseas warehouses, with a total GFA exceeding 1.3 million square meters, spanning 23 countries and regions worldwide. “JoyLogistics” and “JoyExpress” are JINGDONG Logistics’ international business brands.