Senior Installations & Field Operations 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

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