Sr. Installation Manager

American Carpet South; Leetsdale (Allegheny County); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Vacation (Planned Time Off)

Sick/Personal (Unplanned Time Off)

Flexible Spending Accounts

Health Savings Account (HSA)

Commuter Accounts

401k with Employer match

Voluntary Short Term Disability

Company Paid Life Insurance and ADD

Employee Assistance Program (EAP)

Job summary

ACS is seeking a Senior Installation Manager to lead Installation Managers and Project Coordinators, overseeing dispatch through job close-out. You will be the first line of defense for escalations while upholding our Say Yes values and financial objectives.

This role emphasizes customer service escalation, capacity planning and recruitment, cycle-time improvements, and managing relationships with THD and store personnel. On-call expectations may apply.

Qualifications

• Experience leading installation teams and coordinators.
• Strong customer service orientation and problem-solving.
• Ability to manage capacity and schedule effectively.

Responsibilities

• Directly lead Installation Managers and Project Coordinators to oversee installation activities from dispatch to close-out.
• Escalation handling and customer issue resolution.
• Coordinate with THD relationship and store personnel as needed.
• Recruitment and capacity planning to meet demand.
• Ensure adherence to budget, margins, and cost-saving initiatives.

Skills

Team leadership

Customer service

Operations coordination

Job description

Welcome to ACS, a family-run flooring installation company with over 30 years of commitment to excellence, grounded in the principles of Saying Yes, Owning It, Doing What You Say, and Caring deeply.

We're more than a business; we're a vibrant community based in Passaic, NJ, driven by integrity, accountability, and a passion for creating positive change. Our dedication has been recognized with The Home Depot's Service Provider of the Year award in 2019, 2020, and 2021.

Join us as we continue to build stronger foundations and communities, one installation at a time.

The primary role of the Senior Installation Manager is to directly lead and oversee Installation Managers and Project Coordinators to effectively and efficiently manage the activities of installation teams; from dispatch through job close-out. A Senior Install Manager will be the first line of defense for any Ops Director escalations while adhering to our “Say Yes” values and maintaining financial objectives.

Essential Functions
(What you would be in charge of)

Customer Service Escalation & Resolution

• Review issues, contact consumers as needed, notate the order and next action to take/date of follow -up or resolution. Ensure items are resolved timely.
• Work closely with Resolution Department on cause and cure of consumer and THDescalations.

VOC Accountability

• Confers with managerial and technical personnel, other departments, and service providers to resolve problems, coordinate activities, and ensure customer satisfaction.
• Coaches installation teams with poor attitude, actions, or quality with an action plan for immediate improvement.

Capacity: Manage & Recruit

• Works with Installation Managers and Routing operation to maximize capacity and ensure efficiency. Identifies potential problems and develop realistic action plans for customer service representatives as it relates to scheduling.

Cycle Time / Waivers

• Collects waivers from technicians daily, reviews for job completion and/or changes.
• Focuses on increasing capacity through recruitment of new installation teams to decrease cycle time

Chargebacks / Markdowns

• Ensures in-house installers, service personnel and inspectors’ gross margin objectives are achieved to satisfy monthly, quarterly and annual territory financial performance.
• Works within approved budget for markdowns and reduces ACS liability in chargebacks, develops and implements cost saving measures, contributes to profits and revenue, conserves organizational resources.

Training & Development for Staff?

• Promote a cooperative winning team attitude among installation managers/ expeditors. Recognize strengths and weakness in Installation Managers/ Project Coordinators so that they are properly utilized.
• Recognize and intervene in any abrasive situations with installers, stores, customers, peers.

THD relationship: Connectivity & Sales

• Maintain a working knowledge of THD platforms: HDConnect and I2G
• Create and reinforce relationships with store personnel and territory managers
• May be required to be on call after hours or work additional hours on an “as needed” basis.

Requirements
(What we need you to rock in)

• You understand and know what it means when people say “Teamwork makes the dream work”.
• You work well with executive management and know when to ask for help
• You excel in providing great customer service and want your team to do the same

Benefits

• Medical, Dental, Vision
• Vacation (Planned Time Off)
• Sick/Personal (Unplanned Time Off)
• Flexible Spending Accounts
• Health Savings Account (HSA)
• Commuter Accounts
• 401k with Employer match
• Voluntary Short Term Disability
• Company Paid Life Insurance andADD
• Employee Assistance Program (EAP)