[Hiring] Manager, Appliance Installation Operations @RXO, Inc.

Role Description

As an Appliance Installation Operations Manager at RXO, you will oversee appliance delivery and installation services performed by third-party carrier partners. You will manage daily execution, contractor capacity, installation quality, customer experience, safety, compliance, and financial performance while ensuring services meet RXO, client, manufacturer, and regulatory requirements. This position does not directly supervise or employ appliance installers.

What Your Day-to-Day Will Look Like:

• Oversee daily appliance delivery and installation operations performed by third-party carrier partners from route planning and loadout through completion.
• Build productive relationships with carrier owners and review capacity, attendance, service quality, safety, and customer experience.
• Forecast installation capacity, monitor routes, and coordinate recovery plans for volume changes, shortages, delays, and other service disruptions.
• Ensure carrier partners maintain qualified teams, vehicles, tools, equipment, insurance, and required licenses or certifications.
• Conduct field observations, ride-behinds, installation-quality reviews, and service documentation checks.
• Investigate installation failures, customer escalations, retrips, claims, and property damage; identify root causes and address as needed.
• Use carrier scorecards and regular business reviews to recognize strong performance and address providers that fail to meet expectations.
• Manage installation-related expenses, contractor costs, route productivity, budget performance, and profitability.

Audit & Compliance:

• Audit installation photos, proof of completion, exception notes, customer documentation, and carrier qualification records for accuracy and compliance.
• Verify that gas, electrical, plumbing, ventilation, and built-in appliance services are performed only by appropriately qualified personnel and where permitted by law.
• Track audit findings, communicate deficiencies, and partner with carrier owners and internal compliance teams to address opportunities or restrict service access when necessary.

Cross-Functional Collaboration:

• Partner with client and store leaders, warehouse, dispatch, customer service, claims, safety, compliance, recruiting, and finance teams to resolve operational issues.
• Communicate performance trends, capacity risks, audit findings, and opportunities to carrier owners and business leadership.
• Coordinate service-recovery and continuous-improvement initiatives that strengthen installation quality and the customer experience.

Qualifications

• Five years of experience in logistics, transportation, last-mile delivery, appliance installation, home services, or a related operation.

Requirements

• Bachelor's degree in business, logistics, supply chain, operations management, or a related field.
• Experience partnering with third-party appliance delivery and installation operations.
• Knowledge of appliance-installation requirements, safety practices, claims prevention, and customer-property protection.
• Experience with budgeting, profit-and-loss management, route productivity, and contractor cost control.
• Availability to work a flexible schedule and travel within the assigned market as operationally required.
• Experience with Microsoft Office, operational reporting, performance metrics, and root-cause analysis.
• Strong communication, leadership, analytical, organizational, and problem-solving skills.
• Bilingual English and Spanish communication skills.

Benefits

• Comprehensive medical, dental, and vision plans
• 401(k) retirement plan with up to 5% company match
• Pre-tax accounts to help streamline eligible expenses
• Company-paid disability and life insurance
• Employee Assistance Program (EAP)
• Career and Leadership Development Programs
• Paid time off, company holidays, and volunteer days