Market Installation Manager

Express Flooring•San Francisco, CA

7h•Onsite

About The Position

The Market Operations Manager is responsible for overseeing day-to-day installation operations and ensuring consistent delivery of high-quality service to Express Flooring customers. In this role, you will lead the coordination and execution of installation activities, ensuring projects are completed efficiently and in alignment with company policies, procedures, and contractual obligations. You will also work closely with cross-functional teams to ensure our customers receive a seamless experience and the highest level of support throughout the installation process. This position also plays a critical role in developing and managing a network of installation contractors. You will cultivate strong contractor relationships, ensure performance and quality standards are met, and maintain the capacity needed to support a growing market while fulfilling warranty and service commitments. This is a hands-on leadership role for someone who thrives in fast-moving environments, takes ownership of problems, and enjoys building strong teams and operational processes in a growing market. This role will play an important part in launching and scaling Express Flooring’s San Francisco market.

Requirements

Bachelor’s degree and 7+ years of operations experience (or 10+ years of relevant experience in lieu of a degree)
5+ years of experience managing hourly, field-based, or operational teams
Experience overseeing operations that rely on independent contractors or service providers
Experience recruiting, developing, and managing a network of contractors or service partners
Strong leadership and team development abilities with a focus on accountability and performance
Excellent problem-solving and issue-resolution skills in fast-paced environments
Strong written and verbal communication skills
Ability to stay calm, organized, and solutions-focused under pressure
High attention to detail with strong organizational and time management skills
Proficiency with Microsoft Office and CRM systems such as Salesforce, Microsoft Dynamics, or NetSuite

Nice To Haves

Flooring industry & forklift experience is preferred but not required.

Responsibilities

Lead and oversee day-to-day installation operations to ensure projects are completed efficiently and meet company standards
Manage installation scheduling and dispatch to ensure crews are deployed effectively and customer timelines are met
Supervise and support Installation Coordinators to ensure smooth operational execution
Develop, manage, and strengthen a network of installation contractors, including performance management and engagement
Conduct job-site inspections and monitor installation quality to ensure work meets company and customer expectations
Respond to and resolve customer installation concerns quickly and professionally
Manage warranty requests and service resolutions to ensure customer satisfaction
Recruit, hire, onboard, and develop operations team members while supporting training and performance management
Identify operational challenges and implement solutions that improve efficiency and service delivery
Ensure company policies, procedures, and contractual obligations are consistently followed across installation operations
Support warehouse and field logistics as needed, including inventory control and assisting with load-in/load-out on truck days (must be able to lift 65+ lbs)