Installation Manager

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Key Responsibilities

Installation Operations

Manage end-to-end installation operations for furniture, appliances, and oversized items
Plan and coordinate daily and weekly installation capacity in line with order volumes
Ensure installations are completed on time, right-first-time, and in line with Joybuy standards

Partner & Technician Management

Recruit, onboard, and manage installation partners, contractors, and service providers
Define installation SOPs, quality standards, and training requirements
Monitor partner performance, productivity, and compliance with SLAs

Customer Experience

Own installation-related customer experience, including scheduling, communication, and issue resolution
Work closely with Customer Service to handle escalations, re-visits, and compensation cases
Track and improve CSAT, NPS, and first-time installation success rates

Quality, Safety & Compliance

Ensure all installation activities comply with health, safety, and regulatory requirements
Implement safety training and audits to reduce incidents and damages
Drive quality control processes, inspections, and root-cause analysis

Cost & Performance Management

Manage installation budgets, cost per install, and partner fees
Track KPIs such as installation lead time, rework rate, damage rate, and cost efficiency
Identify opportunities to improve productivity, standardization, and scalability

Cross-Functional Collaboration

Partner with Big & Bulky, Logistics, Warehouse, and Last-Mile teams to ensure smooth handoffs
Support Commercial and Category teams with installation feasibility, pricing, and service design
Contribute to new product onboarding and installation readiness