Installation Operations Manager - Southern NJ and Eastern PA

Lumber Liquidators, Inc. Harrisburg, PA
The Installation Operations Manager (IM) is responsible for the daily operation of Lumber Liquidators Installation Services’ (LLIS) Program including, but not limited to, identifying and recruiting Installation Providers (IPs), supervising the vendors (IPs), customer care support, coordinate and engage sales driving communication with the stores, partnering with the Regional Manager (RM) to successfully achieve sales and margin targets. The IOM must achieve or exceed performance metrics, conversion rates, customer experience goals and fulfillment timelines while adhering to company policies and governmental regulations/compliance and ensuring highest customer satisfaction.

Duties and Responsibilities:

* Identify and recruit Installation Providers (IP) and recommend termination of agreements as necessary

* Forecast and manage workload and capacity

* Achieve all performance metrics and measures impacting the quality of sales, margins and the customer experience

* Ability to provide outstanding customer service and follow-up and resolve issues and conflicts in a timely manner to the satisfaction of the customer and to the benefit of the Company

* Create a positive, collaborative relationship with store associates and provide quality measurements to enhance performance and drive referrals, estimates and sales of the LL Installation Program

* Develop detailed project schedules and timelines and maintain data around IP performance and provide feedback, coaching and direction to IPs throughout the project

* Ability to prioritize and multi-task and effectively delegate tasks in a high-volume environment.

* Lead by example and follow the Company Code of Business Conduct (Ethics), Standard Operating Procedures (SOP) and other policies and procedures.

* Comply with all state and local standards and legal requirements

Additional Requirements:

* Excellent written and oral communication skills

* Excellent project management skills

* Excellent budget management and retail math skills

* Conduct routine audits; take corrective and preventative action as necessary

* Proactively assist team members, managers, associates and customers as needed

* Manage special projects and perform other duties as assigned

* Ability to effectively problem solve by analyzing situations and applying creative and timely solutions

* Change Management – Adaptable to a fast paced, shifting work environment; willing to remain flexible to accommodate changing business conditions, work requirements and scheduling needs

* Detail Oriented – Attention to detail, ability to focus on the project or task at hand and consistently deliver error free results



* High School graduate, GED or equivalent required; Bachelor’s Degree preferred

Related Experience, Qualifications and/or Certifications:

* Five to eight years of direct managerial experience in product installation or similar industry

* Certified Flooring Installers (CFI) and/or Certified Hardwood Flooring Inspector desired

* Must possess a valid driver’s license and acceptable driving record

Computer Skills / Special Equipment Knowledge:

* Basic Microsoft Office skills (Excel, Word, PowerPoint and Outlook)

* Outstanding telephone skills