Installation Operations Lead – Big & Bulky Goods

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

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