[Hiring] Installation Service Manager @3 Day Blinds (Corporate)

Role Description

The Installation Service Manager is responsible for the installation customer experience by leading contractor installation partners, ensuring jobs are managed effectively throughout the installation lifecycle. This role is a key member of the Installation Services team and is a management position that requires a unique skillset that combines experienced vendor management with service operations and customer service. The Installation Service Manager is the key liaison between the district sales teams and contractor installation partners, and brings these teams together to achieve operational goals and customer experience objectives.

The Installation Service Manager is fully responsible for contractors within the assigned territory and manages through effective communications, performance management, reporting/data analysis and regular partnership reviews. Ensures contractors are providing excellent service as measured by key performance indicators, surveys, and other feedback as governed and outlined in the Service Level Agreement (SLA). The Installation Service Manager is well-versed in service operations and partners with contractors to identify improvements needed, conducts quality control checks and audits to ensure high quality work is being performed, and facilitates regular reviews between the sales and installation teams to improve customer satisfaction through shared learning and process improvements. The Installation Service Manager is highly responsive to sales and customer communications, finds solutions, acts as an escalation point as needed, and addresses contractor and customer issues in a timely manner.

This position reports to the Vice President, Installation Services.

We are looking for ambitious and driven people to join the team. We operate in a high-performance, and collaborative culture. If this sounds like it could be you, read on!

Qualifications

• 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

Requirements

• 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
• Long periods sitting at a computer

Benefits

• Annual base salary range: $78,000- $106,000
• Bonus target range: 10-20%
• Generous benefits package including medical, dental, vision, life, disability
• A company culture that prioritizes internal development and professional growth
• Time off with pay
• 401(k) plan with a degree of employer matching
• Paid parental leave
• Wellness programs and product discounts