Installation Operations Manager

ZipRecruiter; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is looking for a dynamic Installation Operation Manager to lead site-level operations for appliance installations. This role involves overseeing daily operations, managing teams, and ensuring exceptional customer experiences. The ideal candidate will have a strong background in logistics and installation services, with proven skills in KPI tracking and process optimization. Join a forward-thinking company that values innovation and efficiency, and make a significant impact on customer satisfaction and operational excellence.

Qualifications

• 3+ years of experience in installation service management or logistics.
• Proven ability to track and manage service KPIs in high-volume environments.

Responsibilities

• Oversee daily operations at installation sites ensuring efficiency and safety.
• Monitor installation KPIs and drive process improvements based on data insights.

Skills

Operations Management

Logistics

Customer Service

Problem-Solving

KPI Tracking

Interpersonal Skills

Organizational Skills

Communication Skills

Mandarin Proficiency

Education

Bachelor’s Degree in Operations Management

Bachelor’s Degree in Logistics

Bachelor’s Degree in Supply Chain

Tools

Field Service Management Systems

Job description

Job Description

About JD Logistics

JD Logistics is a leader in intelligent supply chain and logistics services, committed to delivering exceptional customer experiences through innovation, efficiency, and end-to-end service excellence. As part of JD.com, we are redefining the standards of last-mile delivery and post-sale services across China and globally.

Position Overview

We are seeking an experienced and results-driven Installation Operation Manager to lead and optimize site-level operations for our appliance and large-item installation services. The ideal candidate will be skilled in managing on-site teams, tracking installation KPIs, and ensuring a seamless customer experience from order to completion. A background in home appliance logistics or e-commerce installation services is highly .

Key Responsibilities

• Site Management:

Oversee daily operations at the installation site, ensuring proper workforce planning, operational efficiency, and adherence to safety standards.

• Installation KPI Tracking:

Monitor and analyze key performance indicators related to installation quality, timeliness, customer satisfaction, and technician performance. Drive process improvements based on data insights.

• Customer Issue Resolution:

Take ownership of post-delivery customer service concerns related to installation. Work cross-functionally with customer service and technical teams to ensure fast and satisfactory resolutions.

• Vendor and Technician Coordination:

Manage relationships with third-party installers and service providers. Ensure compliance with service standards and continuous training where needed.

• Process Optimization:

Implement standardized workflows to reduce errors, increase first-time completion rates, and improve operational efficiency.

• Reporting and Documentation:

Prepare operational reports and maintain accurate records of installation performance, incidents, and corrective actions.

Qualifications

• Bachelor’s degree in operations management, logistics, supply chain, or a related field.
• Minimum 3 years of experience in installation service management, site operations, or logistics.
• Proven ability to track and manage service KPIs in a high-volume environment.
• Strong problem-solving skills with a customer-first mindset.
• Excellent interpersonal, organizational, and communication skills.
• Mandarin proficiency is a strong advantage for team coordination and vendor communication.

Experience

• Background in the home appliance or furniture e-commerce sector.
• Familiarity with installation standards, safety regulations, and quality control procedures.
• Experience working with field service or technician dispatching systems.