Installation Operations Manager

About JD Logistics JD Logistics is a leader in intelligent supply chain and logistics services, committed to delivering exceptional customer experiences through innovation, efficiency, and end-to-end service excellence. As part of JD.com, we are redefining the standards of last-mile delivery and post-sale services across China and globally. Position Overview We are seeking an experienced and results-driven Installation Operation Manager to lead and optimize site-level operations for our appliance and large-item installation services. The ideal candidate will be skilled in managing on-site teams, tracking installation KPIs, and ensuring a seamless customer experience from order to completion. A background in home appliance logistics or e-commerce installation services is highly preferred. Key Responsibilities Site Management : Oversee daily operations at the installation site, ensuring proper workforce planning, operational efficiency, and adherence to safety standards. Installation KPI Tracking : Monitor and analyze key performance indicators related to installation quality, timeliness, customer satisfaction, and technician performance. Drive process improvements based on data insights. Customer Issue Resolution : Take ownership of post-delivery customer service concerns related to installation. Work cross-functionally with customer service and technical teams to ensure fast and satisfactory resolutions. Vendor and Technician Coordination : Manage relationships with third-party installers and service providers. Ensure compliance with service standards and continuous training where needed. Process Optimization : Implement standardized workflows to reduce errors, increase first-time completion rates, and improve operational efficiency. Reporting and Documentation : Prepare operational reports and maintain accurate records of installation performance, incidents, and corrective actions. Qualifications Bachelor’s degree in operations management, logistics, supply chain, or a related field. Minimum 3 years of experience in installation service management, site operations, or logistics. Proven ability to track and manage service KPIs in a high-volume environment. Strong problem-solving skills with a customer-first mindset. Excellent interpersonal, organizational, and communication skills. Mandarin language proficiency is a strong advantage for team coordination and vendor communication. Preferred Experience Background in the home appliance or furniture e-commerce sector. Familiarity with installation standards, safety regulations, and quality control procedures. Experience working with field service or technician dispatching systems.