Director of Installation & Market Operations – Northeast

Express Flooring•Boston, MA

13h•$150,000 - $175,000•Remote

About The Position

Express Flooring is expanding into the Northeast, and this role will build the operating foundation behind that growth. The Director of Installation & Market Operations will lead installation execution, satellite operations, and market performance across the region. Reporting to the Chief Operating Officer, this leader will develop Market Operations Managers, local operations teams, and residential flooring installer networks capable of supporting both new and established markets. Success in this role means having the right leaders and installer capacity in place, keeping projects moving from material receipt through installation and closeout, and holding each market accountable for quality, customer experience, and financial performance. If you’re a hands-on operator who knows how to build disciplined teams and scale multi-site operations, you’ll have the opportunity to shape how Express Flooring grows throughout the Northeast.

Requirements

10+ years of progressive leadership experience in multi-site installation, field service, market operations, home services, or a related operating environment.
Proven success leading multiple locations and developing market leaders, coordinators, and field teams at scale.
Experience building and managing subcontractor or independent installer networks, including capacity planning, recruiting, onboarding, quality, performance, and retention.
Experience overseeing satellite or branch operations, material control, scheduling, service recovery, safety, and new-market launches.
A track record of improving production, quality, customer satisfaction, service costs, and profitability.
Strong financial judgment with experience managing operating budgets, labor, service costs, credits, and market profitability.
The ability to analyze performance, identify root causes, resolve conflict, and create accountability across teams and functions.
Experience working with ERP, CRM, scheduling, and field-service systems.
Ability to travel frequently throughout the Northeast and remain actively engaged with teams and operating locations.
Bachelor’s degree; equivalent relevant leadership experience will also be considered.

Responsibilities

Lead and develop Market Operations Managers through clear expectations, operating reviews, field visits, action plans, and consistent follow-through.
Build a strong regional leadership bench and partner with Talent Acquisition to recruit, onboard, develop, retain, and manage performance across local operations teams.
Own installation production from project readiness and scheduling through crew assignment, completion, documentation, and job closeout.
Maintain installer capacity by market and product category through disciplined recruiting, qualification, onboarding, engagement, performance management, and retention.
Set standards for workmanship, professionalism, customer communication, jobsite conduct, and compliance while addressing trends in cancellations, incomplete installations, warranty claims, credits, compensation, and chargebacks.
Oversee material receipt, storage, project staging, installer load-out, returns, transfers, and reconciliation across satellite locations.
Maintain inventory discipline and partner with Distribution to resolve shortages, damage, missing items, and transaction errors before they disrupt scheduled installations.
Establish standards for facility organization, material handling, equipment, access, security, and operational readiness in partnership with Real Estate and other support teams.
Ensure timely customer communication and own installation-related escalations and service recovery across assigned markets.
Use complaints, reviews, warranty activity, and customer feedback to identify root causes and improve market-level execution.
Manage performance against production, quality, installer capacity, labor, material loss, safety, revenue, expense, profitability, and capital targets.
Lead operational readiness for new Northeast markets, including local leadership, installer capacity, training, systems, facilities, workflows, and go-live execution.
Develop contingency plans for leadership, installers, materials, customer communication, and service performance during market ramp-up.
Partner across Sales, Customer Service, Order Processing, Ratings and Reputation, Distribution, Purchasing, Finance, IT, HR, Real Estate, and Expansion to support reliable execution and regional growth.
Ensure compliance with company safety standards and applicable warehouse, vehicle, equipment, employment, and contractor requirements.
Maintain effective incident-response practices and protect company assets and customer property through disciplined controls, documentation, and escalation procedures.