Installation Service Manager.

3 Day Blinds•Irvine, CA

13h

About The Position

3 Day Blinds is a national retailer and manufacturer of quality, custom-made blinds, shades, draperies, and shutters, part of the Hunter Douglas family of brands. For over 40 years, the company has transformed homes and workplaces with a wide variety of products. They foster a culture of learning and opportunity, seeking driven, intelligent, creative, and entrepreneurial candidates for challenging growth opportunities. The company offers competitive compensation and benefits, aiming to be the fastest-growing, most loved window covering company globally. 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 is a key member of the Installation Services team, requiring a unique skillset combining experienced vendor management with service operations and customer service. The role acts as the primary liaison between district sales teams and contractor installation partners, aligning them to achieve operational goals and customer experience objectives. The manager is fully responsible for contractors within their assigned territory, managing them through effective communications, performance management, reporting/data analysis, and regular partnership reviews. They ensure contractors provide excellent service as measured by KPIs, surveys, and other feedback outlined in the Service Level Agreement (SLA). The Installation Service Manager is proficient in service operations, partnering with contractors to identify improvements, conducting quality control checks and audits, and facilitating reviews between sales and installation teams to enhance customer satisfaction. This role requires high responsiveness to sales and customer communications, problem-solving, acting as an escalation point, and timely resolution of contractor and customer issues. The position reports to the Vice President, Installation Services. The company seeks ambitious and driven individuals for a high-performance, collaborative culture.

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
Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, using power tools, lifting material or equipment, some of which may be heavy or awkward
Overnight travel required 10-25% of the time.

Responsibilities

Manages contractor relationships through effective communications, performance management, reporting/data analysis and regular partnership reviews.
Full responsibility for installation services in assigned territory including ensuring continuous coverage and support, metrics management, contract negotiation, communications, pricing negotiation, performance management, onboarding and decommissioning partners, billing approvals and disputes, etc.
Ensure installation contractors are delivering an excellent customer experience.
Responsible for meeting or exceeding performance targets such as First Time Right, on time measure and installation, customer satisfaction, installation revenue and profit margin.
Ability to manage and influence behaviors and performance of teams that do not report to you (contractor teams) is of paramount importance.
Utilize data, reports and related systems to analyze contractor metrics and identify trends and area 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 are met or exceeded.
Daily, weekly, monthly and quarterly reporting for visibility internally and to share with contractors for performance management.
Regular meetings with contactors to review performance and develop action plans.
Prepare and conduct monthly and quarterly business reviews with each contractor, reviewing big picture strategic items as well as detailed performance reporting.
Partner with Sourcing Team to ensure a healthy pipeline of contractors is sourced, on boarded, and performing to 3 Day Blinds standards that meet or exceed 3 Day Blinds customer experience goals.
Serve as a partner to each contractor in the assigned territory and act in a consultative role with them to identify resource needs, process gaps and improvements, operational opportunities, and anything to build the strength and depth of the contract installation partners.
Establish a mutually beneficial relationship with each contract partner, and develop a deep familiarity with their daily operations.
Provide demonstrations of systems, products, 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 process to ensure high quality work is performed in customer homes. This will include, but is not limited to, measure audits, job site visits, completion data analysis, survey insights, and more.
Provide 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.
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 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.
Other duties as assigned as the business evolves and priorities shift.