Operations Service Manager - Custom Installations - Plant City

CITY Furniture•Plant City, FL

11d•Onsite

About The Position

As an Operations Manager – Custom Installations , the primary function of this position is to own and lead all custom installation operations related to custom closets, garage storage systems, and in-home custom shelving projects across the Tampa and Orlando markets. The Operations Manager – Custom Installations is a hands-on field leader, spending the majority of time actively engaged in installations, coaching installers, solving complex installation challenges, and ensuring exceptional customer experiences inside the home. This role is responsible for installer performance, installation quality, training and development, customer satisfaction, and operational results. As the business grows, this position is expected to scale into broader leadership responsibility across additional custom categories and markets. Your contributions will ensure the success of the Service Department at CITY Furniture.

Requirements

Expert-Level Custom Installation Knowledge (closets, garage systems, shelving, carpentry, wallmounting, overhead storage)
Hands-On Leadership & Coaching in live jobsite environments
Problem Solving & Technical Judgment in Non-standard Homes
Customer-Facing Professionalism and Escalation Management
Process Discipline & Continuous Improvement Mindset
Ability to Lead Mixed Workforce Models (W-2 & 1099)
High School Diploma or equivalent required; Bachelor’s Degree preferred
5+ years of hands-on custom installation experience
2+ years of installer leadership, lead installer, or field management experience
Flexible schedule, including weekdays and occasional evenings/weekends based on business needs
Field-based role working in customer homes, garages, and job sites
Up to 100% of Travel
Lift up to 75 lbs
Frequent standing, bending, climbing ladders, overhead drilling, and tool use
Comfortable working in confined spaces and elevated areas
Required use of safety equipment (eye protection, gloves, etc.)
Knowledge of Microsoft Office Programs (i.e. Excel, Word, and Outlook, etc.)
Mobile devices, tablets, installation documentation tools, and photo reporting
Valid Driver’s License with a clean driving record required

Nice To Haves

Trade or installation certifications preferred

Responsibilities

Actively perform and support custom closet, garage storage, and shelving installations alongside installers.
Serve as the technical authority for complex installs, escalations, and non-standard home conditions.
Maintain a strong, consistent field presence across Tampa and Orlando.
Conduct on-site audits, verify adherence to standard work, ensure safe installation practices, and deliver immediate coaching during live installs.
Recruit, hire, onboard, train, and develop a team of 6–8 installers (W-2 and 1099).
Build structured training programs, certification standards, and hands-on development plans to grow installer skill and consistency.
Own installation KPIs, including first-time completion rate, rework, customer satisfaction, and labor efficiency.
Review performance regularly with the Director of Operations and implement corrective actions as needed.
Partner closely with Sales, Design, Customer Care, and Operations teams.
Actively engage with customers on-site, own installation-related escalations, and represent City Furniture professionally in the home.
Establishes, documents, and enforces standard installation work across all custom categories.
Supports new product introductions, pilot programs, and expansion into additional custom areas (pantries, laundry rooms, home offices, window treatments etc.).
Recommends process, tooling, and material improvements to reduce defects and installation time.
Ensures compliance with safety standards, vehicle policies, and in-home conduct expectations.
Adheres to all assigned Standard Work and Role and Responsibilities for your role.