District Installation Manager (DIM) is responsible for the install customer experience by leading a team of associates to ensure sold jobs are managed effectively across the life-cycle of the job, post-sale. This includes ensuring the effective execution of the Pre-Installation Inspection process (PII) involving assessing pre-existing conditions, reviewing job measurements, and performing measure affirmations (order reviews), and drives service and warranty programs.
The DIM ensures Job Site Inspections (JSIs) are performed to ensure quality of work, Service Provider compliance, and the customer experience is meeting or exceeding expectations. The DIM will oversee associates to effectively manage job flow processes including scheduling PIIs completing job movement tasks, opening, and closing services, and communicating with customers. Managing the PII and JSI processes includes performing audits of contracts, measures, and site visits with the team to improve overall effectiveness. The DIM will address escalations or questions pertaining to Contract Amendments (CAs), customer escalations, and job expense approvals such as customer concessions and Service Provider add-labor charges.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
25% Leadership - The DIM leads the field install team to include hiring, goal setting, and performance management, and ensures teams are operating effectively across their job duties to drive an excellent customer installation experience. Ensures field install teams are engaged and interacting with the sales team and Branch Support Center (Exteriors) to improve the overall customer experience and maintain positive working relationships. In partnership with the Territory Sales Manager, ensures the install team is regularly reviewing with the sales team differences on measures, product, and job changes to ensure the overall customer experience improves through shared learning and process improvement. Responsible for meeting or exceeding performance targets such as gross margin, cycle time, iVOC, backlog conversion, and installed revenue.
30% Operations - Utilizes data, reporting, and related systems to identify trends and responds to ensure cycle time goals, iVOC targets, reorder rates, and gross margin targets are met or exceeded. Ensures PIIs (Pre-installation Inspections) are occurring timely and conducts measure audits and site visits (JSIs) to improve the team’s skill and knowledge across the install life cycle. Maintains associates’ store assignments and audits team’s work. The DIM maintains store and Core Services team relationships through store events, efficient Care Ticket resolutions, and professional communications. Manages associates to ensure timely job starts, professional customer interactions, efficient completion of job flow tasks, system entries (Salesforce, LMS, and Workflow), vendor and team task completions, service order completions and service provider invoice processing.
20% 3rd Party Service Providers - Supports the BIM in managing relationships through effective Service Provider communication, utilization, and Partnership Reviews. Partners with Regional Provider Manager to ensure a healthy pipeline of service providers is sourced, onboarded, and performing to industry standards that meet or exceed THD customer experience iVOC goals.
25% Customer Experience - Drives a positive customer experience through rigorous adherence to installation process standards while maintaining a highly trained and qualified associate team, making timely decisions on concessions, job movement, and customer communication, managing customer care ticket responses, and closing open services in a timely manner.
NATURE AND SCOPE
This position typically reports to Branch Installation Manager
This position has 5-8 Direct Reports
ENVIRONMENTAL JOB REQUIREMENTS
Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors
Typically requires overnight travel 5% to 20% of the time
Additional Environmental Job Requirements:
Typically requires overnight travel 20% of the time
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
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
Years of Relevant Work Experience: 7 years
Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.
This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this role. This description supersedes any previous or undated descriptions for this role. Management has the right to add or change the duties of the position at any time.
- Construction/home improvement industry experience
- Prior experience managing residential home improvement install projects
Knowledge, Skills, Abilities and Competencies:
- Excellent communication skills
- Strong time management and organizational skills
- Strong negotiating skills
- Strong business acumen
- Problem solving and multi-tasking skills
- Collaborative leadership skills where strong value is placed on partnerships
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.