Installation Service Manager.

3 Day Blinds (Corporate)•Irvine, CA

3h•Hybrid

About The Position

3 Day Blinds, a national retailer and manufacturer of custom-made blinds, shades, draperies, and shutters, is part of the Hunter Douglas family of brands. With over 40 years of experience, the company transforms homes and workplaces, offering a wide variety of products. They foster a culture of learning and opportunity, aiming to be the fastest-growing, most loved window covering company globally. They seek driven, intelligent, creative, and entrepreneurial candidates, providing challenging growth opportunities and competitive compensation and benefits. The Installation Service Manager is responsible for the installation customer experience by leading contractor installation partners and ensuring effective job management throughout the installation lifecycle. This management position requires a unique skillset combining experienced vendor management with service operations and customer service. The manager acts as the key liaison between district sales teams and contractor installation partners to achieve operational goals and customer experience objectives. They are fully responsible for contractors within their assigned territory, managing them through effective communications, performance management, reporting/data analysis, and regular partnership reviews. The role ensures contractors provide excellent service as measured by key performance indicators, surveys, and Service Level Agreements (SLAs). The Installation Service Manager conducts quality control checks, audits, and facilitates regular reviews between sales and installation teams to improve customer satisfaction. They are highly responsive to sales and customer communications, find solutions, act as an escalation point, and address contractor and customer issues in a timely manner.

Requirements

Customer-centric, empathetic and ability to advocate for the customer
Positive attitude and growth mindset
Strong negotiating skills
Strong business acumen
Problem solving and multi-tasking skills
Collaborative leadership skills where strong value is placed on partnerships
Technical aptitude with curiosity to learn more
Strong interpersonal and communication skills, with good clarity and follow-up
Ability to learn new procedures, and comfortable with new technology
Strong time management and organizational skills – ability to prioritize work, multi-task and thrive in fast-paced environment
Excellent computer skills – strong Excel and PowerPoint skills
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job
Construction/home improvement industry experience - Prior experience managing residential home improvement install projects
Contractor/vendor management experience – demonstrated ability to influence change through indirect reporting relationships

Responsibilities

Manage contractor relationships through effective communications, performance management, reporting/data analysis, and regular partnership reviews.
Take full responsibility for installation services in the assigned territory, including ensuring continuous coverage and support, metrics management, contract negotiation, communications, pricing negotiation, performance management, onboarding and decommissioning partners, and billing approvals and disputes.
Ensure installation contractors deliver an excellent customer experience.
Meet or exceed performance targets such as First Time Right, on time measure and installation, customer satisfaction, installation revenue, and profit margin.
Manage and influence behaviors and performance of contractor teams that do not report directly.
Utilize data, reports, and related systems to analyze contractor metrics and identify trends and areas of opportunity that require feedback, coaching, or corrective action.
Hold contractors accountable for service level agreements (SLAs), contract terms, and 3 Day Blinds standards for customer experience.
Prepare and conduct daily, weekly, monthly, and quarterly reporting for internal visibility and to share with contractors for performance management, including regular meetings and business reviews.
Partner with the Sourcing Team to ensure a healthy pipeline of contractors is sourced, onboarded, and performing to 3 Day Blinds standards.
Serve as a partner and act in a consultative role with each contractor in the assigned territory to identify resource needs, process gaps and improvements, and operational opportunities.
Establish a mutually beneficial relationship with each contract partner, and develop a deep familiarity with their daily operations.
Provide demonstrations of systems, products, and installation procedures to give advice and recommendations to contractors on how to overcome challenges and ensure jobs are installed right the first time.
Conduct quality control checks and audit processes (measure audits, job site visits, completion data analysis, survey insights) to ensure high quality work is performed in customer homes, providing regular feedback and coaching to contractors.
Serve as the primary liaison between the sales and installation teams – ensure contractor partners are engaged and interacting with the sales team to improve the overall customer experience and maintain positive working relationships.
In partnership with the Regional Sales Managers and/or District Sales Managers, ensure the install team is regularly reviewing opportunities to improve accuracy and product knowledge thus improving customer satisfaction through shared learning and process improvement.
Ensure all jobs are flowing efficiently and meeting service level agreements, follow through on all issues and escalations, approve billing invoices and add-labor charges from contractors, and other tasks to ensure the daily operations run smooth.
Be responsible for the installation customer experience and meeting or exceeding customer expectations.
Drive a positive customer experience through rigorous adherence to installation process standards, while maintaining a pool of highly qualified contract installation partners.
Make timely decisions and be highly responsive to job movement through the install lifecycle, sales team and customer communications, addressing and closing issues in a timely manner, and supporting Customer Service as needed with issue resolution.
Perform other duties as assigned as the business evolves and priorities shift.