Director of Licensed Installer Operations

Jetson•Centennial, CO

4d•Onsite

About The Position

We’re hiring a Director of Licensed Installer Operations to build and lead the operational backbone of Jetson’s third-party installer program across North America. As we scale into new markets in 2026 through our licensed installer model, you will own the end-to-end management of our subcontractor network—ensuring partners deliver an installation experience indistinguishable from Jetson’s in-house operations. You will lead the strategic design, recruitment, certification, and ongoing performance management of the network while partnering closely with Field Operations, Supply Chain, Warehouse, Customer Operations, Legal, and Finance. You’ll be responsible for hitting key OKRs tied to installer capacity, install quality, customer satisfaction, callback rates, and unit economics—turning a distributed network of subcontractors into a strategic competitive advantage.

Requirements

Bachelor’s degree in Business, Operations Management, Construction Management, or related field, or equivalent experience in field operations, skilled trades, or contractor management
8+ years in operations, field service, or contractor management roles, with experience overseeing distributed teams, vendors, or service partners across multiple geographies.
Direct experience managing third-party contractor networks or franchise operations (especially in HVAC, home services, construction, or skilled trades) is a strong plus
Proven track record building partner programs, including certification frameworks, performance management systems, and tiered structures
Strong understanding of independent contractor classification, licensing, insurance, and compliance frameworks across multiple jurisdictions
Experience with CRM and field service management platforms (e.g., HubSpot, Zuper, ServiceTitan), including role-based access and workflow design
Demonstrated ability to balance brand standards and customer experience consistency with the autonomy subcontractors require to operate effectively
Strong communication skills with the ability to “speak the language” of skilled tradespeople while translating their needs into operational systems
Highly organized with strong attention to detail; able to manage multiple markets and partners simultaneously in a fast-paced startup environment
Travel required up to 75%.
Experience with modern tools, including AI, to automate and make your day more efficient.

Responsibilities

Own the complete licensed installer lifecycle from sourcing and certification through performance management, tier advancement, and offboarding across all subcontractor markets
Build and scale the subcontractor onboarding program, including certification tiers, training protocols, ride-along assessments, and ongoing recertification standards
Develop and monitor KPIs for installer performance including customer satisfaction, first-time completion rate, callback rate, on-time arrival, documentation compliance, and permit pass rate
Partner with Field Operations and market leadership to forecast installer capacity needs based on market launch plans, install volume projections, and seasonal demand
Establish and maintain brand standards on-site (uniforms, vehicle branding, customer experience) so customers cannot distinguish a licensed install from a Jetson in-house install
Own the QA framework including remote photo review, video walkthroughs, on-site audits, and tier-based audit cadence with clear escalation paths
Manage the subcontractor compensation structure, payment terms, tier-based rate progression, and installer P&L in partnership with Finance
Partner with Legal to maintain subcontractor agreements, insurance compliance (GL, WC, commercial auto), non-solicitation enforcement, and customer data protection standards
Partner with Supply Chain and Warehouse teams to operationalize equipment handoff to subcontractor crews, including serialized tracking through CRM and resolution of field-level material issues
Develop business continuity plans for each subcontractor market, including backup installer networks, gap coverage protocols, and market exit contingencies
Lead recruiting and selection of new subcontractors, including evaluation scorecards, reference checks, and cultural fit assessments
Serve as the senior escalation point for day-to-day process issues across the installer network—stepping in to resolve installer disputes, customer-impacting issues, scheduling breakdowns, quality concerns, and cross-functional friction that fall outside standard playbook resolution