Installation Operations Manager

JR United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Installation Operation Manager to lead site-level operations for appliance installations. This role involves managing on-site teams, optimizing processes, and ensuring outstanding customer experiences. With a focus on performance metrics and continuous improvement, you'll drive operational excellence and foster strong vendor relationships. If you have a background in logistics and a passion for enhancing service quality, this position offers an exciting opportunity to make a significant impact in a fast-paced environment.

Qualifications

• 3+ years of experience in installation service management.
• Proven ability to manage service KPIs in high-volume environments.
• Strong problem-solving skills with a customer-first mindset.

Responsibilities

• Oversee daily operations at the installation site.
• Monitor and analyze KPIs related to installation quality.
• Manage relationships with third-party installers and service providers.

Skills

Site Management

Customer Issue Resolution

Process Optimization

KPI Tracking

Problem-solving

Interpersonal Skills

Mandarin Language Proficiency

Education

Bachelor's degree in Operations Management

Logistics or Supply Chain

Tools

Field Service Management Systems

Job description

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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 preferred.

Key Responsibilities

• Site Management:

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

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 language proficiency is a strong advantage for team coordination and vendor communication.

Preferred 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.