Regional Delivery and Installation Operations Lead

This is a fully remote position, open to applicants in District of Columbia, +4 more states.

📋 Description

• Act as the champion for Delivery & Installation audits, coordinating audits with installation partners.

• Gather, analyze, and present monthly KPIs related to Delivery & Installation.

• Identify underlying issues and formulate corrective actions to enhance operational performance.

• Review M1 quality reports and deliver targeted training when necessary.

• Monitor and communicate partner scorecards along with any performance discrepancies.

• Spearhead initiatives aimed at improving the customer experience during delivery and installation.

• Organize monthly meetings with partners to focus on NPS performance and potential improvement areas.

• Contribute to the development of Delivery & Installation Standard Operating Procedures (SOPs).

• Utilize LifeTrac and other systems to promote continuous improvement efforts.

• Support digital customer experience projects, including Project Pinnacle and TechSee.

• Oversee training for installation partners and coordinate facility scheduling.

• Manage and facilitate compliance reporting for ALM training requirements.

• Offer hands-on coaching and technical support to field installation teams.

• Conduct field audits and provide technical expertise to ensure quality in delivery and installation.

• Assess potential 3PL providers and assist in RFP initiatives.

• Collaborate with teams including Order Management, Service, Quality, Program Management, Engineering, Sales, and others.

• Lead or assist D&I projects as a subject matter expert and project manager.

• Provide data analysis and recommendations for regional and global D&I efforts.

• Take on additional tasks and special projects as assigned.

⛳️ Requirements

• Over 5 years of experience in delivery and installation operations, field service, operational performance management/KPIs, or working with installation/service partners.

• Strong analytical capabilities with the ability to turn data into actionable insights.

• Proven experience in managing KPIs, metrics, and performance improvement projects.

• Exceptional organizational skills with a keen attention to detail.

• Strong decision-making and problem-solving skills.

• Capacity to manage multiple priorities in a fast-paced setting.

• Excellent written and verbal communication abilities.

• Strong collaboration and teamwork skills across various functions and organizational levels.

• Ability to coach, train, and provide support to field teams.

• Hands-on experience in delivery and/or installation is strongly preferred.

• A strong customer-service orientation focused on quality and the customer experience.

• Experience with external partners, contractors, or 3PL providers is preferred.

• Willingness to travel up to 75% of the time.

• Preferred experience with technologies such as Oracle, Oracle Business Intelligence (OBI), LifeTrac, Power BI, ALM, knowledge base platforms, and Microsoft Office Suite.

🏝️ Benefits

• 401(k) savings plan with a 4% employer match.

• Medical, dental, and vision insurance coverage.

• Parental, medical, and military leaves of absence.

• Paid time off, including 12 paid holidays each year.

• Paid vacation days starting at 13 days per year.

• Paid sick leave as mandated by state and local laws.

• Company-funded short-term disability and optional long-term disability coverage.

• Health savings account available.

• Reimbursement accounts for health care and dependent care.

• Life insurance for employees and dependents.

• Supplemental life and accidental death & dismemberment (AD&D) insurance.

• Hospital indemnity coverage.

• Identity protection services.

• Legal services assistance.

• Adoption assistance programs.

• Tuition assistance for further education.

• Commuter benefits for travel expenses.

• Employee discounts on various services.

• Employee assistance program offering free counseling sessions.

• Access to an on-site fitness center.