About the Role

We’re hiring an Installation Services Manager – Mexico to own end-to-end installation outcomes across a hybrid delivery model: internal installers and third-party installation partners. This role will evolve the operating model, establish a performance system, and drive cross-functional execution so customers receive predictable, high-quality deployments at scale.

You’ll work closely with Implementation, Support, Product, Engineering, Finance, and external partners to improve on-time completion, first-time-right quality, and cost-to-serve—while ensuring all installer channels operate to one consistent standard.

What You’ll Do

Own Installation Performance End-to-End

• Define and evolve Mexico’s installation operating model, including service tiers, SLAs, coverage strategy, and decision rules for internal installers vs. partners.
• Build capacity and demand plans (forecasting, regional coverage, surge planning).
• Establish and uphold a single set of standards for quality, documentation, and customer experience across all installer channels.

Drive Execution

• Lead Mexico’s installation intake and prioritization cadence with key stakeholders to ensure the right work is matched to the right resources.
• Coordinate readiness across Sales, Implementation, Support, Product, and installers to reduce delays, missed appointments, and rework.
• Partner with Sales and key stakeholders on complex rollouts to align milestones, dependencies, and customer outcomes.

Build the Quality Improvement Loop

• Own quality enforcement across Mexico: job sheet accuracy, documentation compliance, photo standards, verification processes, and post-install defect reduction.
• Identify root causes (process gaps, training needs, SOP clarity, tooling issues, hardware readiness) and drive durable cross-functional fixes.
• Maintain and continuously improve SOPs, checklists, and enablement resources to keep installers and partners current on products and standards.

Manage and Scale the Installation Partner Portfolio

• Manage day-to-day relationships with installation partners supporting Mexico (overflow coverage, geographic gaps, specialized work).
• Lead partner onboarding, enablement, and certification to company standards.
• Drive partner performance through scorecards, corrective action plans, and Quarterly Business Reviews (QBRs).

Own Escalations and Incident Management

• Lead escalations across quality, scheduling, documentation, and customer experience - regardless of delivery channel.
• Coordinate triage and cross-functional communication to ensure timely customer updates and prevention actions.
• Track trends and drive systemic improvements to reduce repeat issues.

Build Operating Cadence, Reporting, and Cost Visibility

• Define and manage key performance dashboards (on-time completion, first-time-right, rework, cancellations, documentation compliance, escalation aging).
• Run a consistent operating rhythm (weekly reviews, monthly deep dives, QBR inputs) with clear actions and accountability.
• Partner with Install Partner Operations and Finance to improve PO/invoice hygiene, cost controls, and payment accuracy.

What We’re Looking For

• 5+ years of experience in operations, field services, program management, partner/marketplace operations, or customer operations in an environment with fulfillment/dispatch and cross-functional dependencies.
• Experience designing and running operational mechanisms: forecasting, capacity planning, SLAs, KPI systems, and operating cadences (WBR/QBR).
• Experience managing third-party partners or service providers, including onboarding, enablement, performance management, and escalation handling.
• Strong stakeholder management skills—able to drive outcomes across teams without direct authority.
• Analytical fluency: able to translate data into insights and action (Google Sheets/Excel; Google Slides/PowerPoint).
• Strong written and verbal communication skills in English.

Preferred

• Experience with telematics, hardware deployments, fleet operations, or installation quality programs.
• Experience operating a hybrid delivery model (internal teams + contractors/partners).
• Spanish fluency and/or experience working with Mexico-based operations.

What Success Looks Like

• Mexico installations become predictable, with clear SLAs, prioritization rules, and reliable scheduling outcomes.
• First-time-right quality and documentation compliance improve; rework and post-install issues decline.
• Escalations resolve faster and recur less due to durable root-cause fixes.
• Leadership has clear visibility into installation health through consistent reporting and operating cadence.