Service Delivery Manager – Retail Automation, USA

B2X Care Solutions GmbH•New Castle County, DE

29d•Remote

About The Position

This is a build-from-the-ground-up role within B2X’s Retail Automation practice, owning the onsite infrastructure behind our ESL, camera, and commercial display installation programs across the US. As Senior Service Delivery Manager, you will design, build, and continuously optimise a national 3rd-party installer network, shifting B2X’s field delivery model toward a more direct, flexible, gig-economy-style approach — sourcing, qualifying, activating, and managing independent installers and installation partners to deliver fast, reliable, scalable coverage nationwide. You will own installation quality, SLA performance, and network coverage end-to-end, balancing the agility of an on-demand workforce with the governance, compliance, and quality standards B2X’s clients and OEM partners expect.

Requirements

5+ years of experience in field service delivery, installation network management, or workforce operations, ideally within retail technology, telecoms, or a similar field-services industry
Proven track record building or managing a 3rd-party installer or field technician network at scale
Experience with, or strong interest in, gig-economy/on-demand workforce models and the platforms that support them
Strong understanding of onsite installation infrastructure for technology deployments — ESL, camera, or commercial display installation experience preferred
Excellent vendor/partner management, negotiation, and performance management skills
Comfortable working autonomously in a remote-first environment, with significant domestic US travel to sites and partner locations

Nice To Haves

Experience with field service/workforce management platforms (e.g. job dispatch, scheduling, credentialing tools)
Background in retail technology rollout, telecoms installation, or last-mile/field services
Experience building installer certification, quality assurance, or compliance programs
Familiarity with 1099/independent contractor and gig-economy labour models in the US

Responsibilities

Design, build, and continuously optimise a national 3rd-party installer network capable of delivering ESL, camera, and commercial display installations at scale
Own the sourcing, vetting, onboarding, and performance management of installation partners and independent installers/gig-economy field technicians
Establish and maintain the onsite infrastructure, tooling, and processes required for consistent, high-quality installation delivery across a distributed partner network
Develop scalable scheduling, dispatch, and job allocation processes that maximise coverage, responsiveness, and cost efficiency
Lead the transition toward a more direct, on-demand field capacity model, reducing reliance on traditional fixed installer contracts where appropriate
Evaluate and implement platforms and tools that support gig-style workforce management — job matching, credentialing, real-time tracking, and digital proof-of-work
Build a flexible, elastic delivery capacity model that scales up or down with pilot and project demand
Ensure appropriate quality control, compliance, and brand standards are maintained across a distributed, non-employee workforce
Own installation quality, SLA adherence, and first-time-fix rates across the installer network
Monitor and report on installer network performance — capacity, coverage, cost-per-install, quality, and customer satisfaction
Proactively identify coverage gaps or network risk and take corrective action ahead of client impact
Act as the escalation point for onsite service delivery issues, resolving them swiftly
Establish clear installer agreements, insurance, safety, and compliance standards across the network
Partner with commercial and legal teams on installer/partner contract structures and terms
Build and maintain installer training, certification, and quality assurance programs
Continuously refine processes and playbooks as the network and delivery model matures