District Installation Manager
About The Position
The District Installation Manager (DIM) is responsible for the post-sale installation customer experience. The DIM leads associates to ensure sold jobs are managed effectively throughout the job lifecycle, including pre-installation inspections, job site inspections, job movement activities, and service and warranty programs. The role oversees scheduling, job movement tasks, opening and closing services, and customer communications. It also includes auditing contracts and measures, conducting site visits, and addressing questions or escalations involving contract scope adjustments, customer concerns, customer concessions, and service-provider additional labor charges. The DIM leads the field installation team, including hiring, goal setting, performance management, training, and coordination with business partners and sales teams. The role uses data, reporting, and related systems to monitor and improve cycle times, customer satisfaction, reorder rates, and gross margins. The DIM maintains relationships with stores and Core Services teams and oversees timely job starts, customer interactions, job-flow tasks, service orders, and service-provider invoice processing. The position typically requires overnight travel 5% to 20% of the time. Work involves intermittent physical exertion such as walking, standing, stooping, climbing, and lifting materials or equipment, some of which may be heavy or awkward. The work environment is typically comfortable but includes regular exposure to temperature extremes, moving machinery, loud noise, and fumes that cause noticeable discomfort or a moderate risk of accident or illness.
Requirements
- Must be at least 18 years of age.
- Must be legally permitted to work in the United States.
- At least 10 years of work experience.
- Knowledge, skills, and abilities typically acquired through completion of a bachelor's degree program or equivalent degree in a job-related field of study.
- Strong time-management and organizational skills.
- Strong negotiating skills.
- Strong business acumen.
- Problem-solving and multitasking skills.
- Collaborative leadership skills that place strong value on partnerships.
- Competencies include being action oriented, directing work, managing ambiguity, building effective teams, collaborating, communicating effectively, and customer focus.
- Able to perform intermittent physical exertion, including walking, standing, stooping, climbing, and lifting materials or equipment, some of which may be heavy or awkward.
- Able to work in conditions involving regular exposure to temperature extremes, moving machinery, loud noise, and fumes.
Nice To Haves
- Construction or home improvement industry experience.
- Prior experience managing residential home improvement installation projects.
- Bachelor's degree program or equivalent degree in a job-related field of study is listed as preferred education.
Responsibilities
- Drive a positive installation customer experience by ensuring adherence to installation process standards and maintaining a trained, qualified associate team.
- Make timely decisions regarding concessions, job movement, and customer communications; manage customer-care ticket responses and close open services promptly.
- Conduct Job Site Inspections to ensure adherence to installation standards and address customer escalations.
- Lead the field installation team, including hiring, goal setting, and performance management.
- Conduct training sessions for direct reports to support ongoing education and improvement.
- Ensure field installation teams engage and interact with business partners to improve customer experience and maintain positive working relationships.
- Partner with the Sales Manager to review differences in measures, products, and job changes with the sales team, supporting shared learning and process improvement.
- Use data, reporting, and related systems to identify trends and help meet or exceed cycle-time, customer-satisfaction, reorder-rate, and gross-margin targets.
- Ensure timely Pre-Installation Inspections and conduct measure audits and Job Site Inspections to improve team skills and knowledge across the installation lifecycle.
- Maintain relationships with stores and Core Services teams through store events, efficient Care Ticket resolutions, and professional communications.
- Manage associates to ensure timely job starts, professional customer interactions, completion of job-flow tasks and service orders, and processing of service-provider invoices.
- Manage job-flow processes, including scheduling, job movement tasks, opening and closing services, and customer communications.
- Audit contracts and measures and conduct site visits with the team to improve process effectiveness.
- Address escalations and questions involving contract scope adjustments, customer escalations, and job expense approvals, including customer concessions and Service Provider additional labor charges.
- Optimize diverse talent through a demonstrated commitment to equal employment opportunity.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
