Director of Installation – Market Operations

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $150k - $175k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 0%

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Express Flooring

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51 - 200 employees

👥 B2C

🏗️ Construction

💰 Venture Round on 2020-01

B2C • Construction

Express Flooring is a residential flooring company that provides shop-at-home in-home design consultations, free in-home estimates, and full-service flooring installation for homeowners. They offer a wide selection of flooring products including carpet, luxury vinyl plank (LVP), hardwood, laminate, and tile, and emphasize services such as free furniture moving, subfloor preparation, professional next-day installation, and a lifetime installation warranty. They operate in multiple metropolitan areas across several U. S. states (Arizona, California, Nevada, New Mexico, Oklahoma, Texas, and others) and provide financing options and special offers. Established operations since 2004 with local design consultants and installation crews, Express Flooring focuses on residential customers and convenience of shopping at home.

📋 Description

• Lead installation execution, satellite operations, and market performance across the Northeast • Report to the Chief Operating Officer • Lead and develop Market Operations Managers through expectations, operating reviews, field visits, action plans, and follow-through • Build a regional leadership bench and partner with Talent Acquisition on recruiting, onboarding, development, retention, and performance management • Own installation production from project readiness and scheduling through crew assignment, completion, documentation, and closeout • Recruit, qualify, onboard, engage, manage, and retain installer networks by market and product category • Set standards for workmanship, professionalism, customer communication, jobsite conduct, and compliance • Oversee material receipt, storage, staging, installer load-out, returns, transfers, and reconciliation across satellite locations • Maintain inventory discipline and resolve shortages, damage, missing items, and transaction errors with Distribution • Establish standards for facility organization, material handling, equipment, access, security, and operational readiness • Own installation-related escalations and service recovery; use complaints, reviews, warranty activity, and feedback to improve execution • Manage production, quality, installer capacity, labor, material loss, safety, revenue, expense, profitability, and capital targets • Lead operational readiness and go-live execution for new Northeast markets • Develop contingency plans during market ramp-up • Partner with Sales, Customer Service, Order Processing, Ratings and Reputation, Distribution, Purchasing, Finance, IT, HR, Real Estate, and Expansion • Ensure safety, warehouse, vehicle, equipment, employment, and contractor compliance • Maintain incident-response practices and protect company assets and customer property

🎯 Requirements

• 10+ years of progressive leadership experience in multi-site installation, field service, market operations, home services, or a related operating environment • Proven success leading multiple locations and developing market leaders, coordinators, and field teams at scale • Experience building and managing subcontractor or independent installer networks, including capacity planning, recruiting, onboarding, quality, performance, and retention • Experience overseeing satellite or branch operations, material control, scheduling, service recovery, safety, and new-market launches • Track record of improving production, quality, customer satisfaction, service costs, and profitability • Strong financial judgment with experience managing operating budgets, labor, service costs, credits, and market profitability • Ability to analyze performance, identify root causes, resolve conflict, and create accountability across teams and functions • Experience working with ERP, CRM, scheduling, and field-service systems • Ability to travel frequently throughout the Northeast and remain actively engaged with teams and operating locations • Bachelor’s degree; equivalent relevant leadership experience will also be considered • Candidates must reside in Northeastern United States

🏖️ Benefits

• Comprehensive medical, dental, and vision plan options • Free virtual healthcare for employees and family members • Health Savings Account (with HDHP enrollment) • Health & dependent care flexible spending accounts • Company-paid basic life insurance • Voluntary supplemental life insurance • Company-paid short-term disability insurance • Voluntary long-term disability • Company-paid Accident and Hospital Indemnity • Free Bereavement and Life Planning Support for employees and family members • 401(k) with company match (Pre-tax & Roth options) • Paid PTO, bereavement leave, and maternity leave • 7 company-paid holidays • Employee Assistance Program (EAP) • Performance bonus • Remote work arrangement

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