Manager, Installation Enablement - Military veterans preferred

We are seeking a dynamic and experienced Manager of Installation Enablement to lead our efforts in ensuring top-notch installation quality and enhancing the customer journey. This role involves setting the strategy to manage the customer experience of installing devices in customer fleets, including overseeing the installation partner network, managing installation systems and tools, and collaborating with product development teams to ensure products are designed with the installation experience in mind.

Key Responsibilities:

Ensure consistently high-quality installations and enhance the overall customer journey.

• Installation Quality:?Develop a comprehensive installation quality strategy and drive initiatives to improve quality performance. Mature installation quality metrics to incorporate all aspects of the installation customer journey with consistency and clarity across internal and cross-departmental teams. Align device health at time of install metrics to larger company device health initiatives and KPIs. Monitor and control installation leading and lagging indicators. Proactively address installation quality opportunities.

• Installation Application Design:?Provide insights and recommendations to improve efficiency and effectiveness on systems and tools supporting the installation experience including the Lytx Install App (LIA). Provide support to internal teams and partners for updates and enhancements. Design business requirements and technical specifications in partnership with the Product team, reducing effort for internal and external installation system users.

• Manage Installation Partner Network:

• Maintain strong relationships with installation partners and manage partner performance to excellent quality and customer service standards at low cost.?

• Capacity: Partner with analysts to evaluate network capacity against business demands and forecasts. Develop a strategy and KPIs to measure and monitor installation capacity. Identify and source new installation partners and sub-partners to expand the network.

• Cost: Negotiate contract terms to minimize costs. Control costs compared to forecasts. Manage review of invoices from installation partners to ensure accuracy and compliance. Identify and drive improvement initiatives to reduce costs.

• Customer Satisfaction: Champion an excellent customer service experience throughout installation. Mitigate customer escalations with partners and manage resolutions to customer issues. Align with partners on customer service expectations and accountability for performance.

• Training and Documentation: Develop a training and documentation strategy to ensure installation partners are experts on installing Lytx devices in all supported vehicles, documentation is accurately maintained and is accessible and user friendly. Partner with internal SMEs to curate content.

• Customer Satisfaction: Monitor and drive improvements to managed and self-installation CSAT scores. Capture installation voice of customer (VOC) sentiment and leverage it to identify and drive improvements.

• Project Management & Continuous Improvement: Use project management, TQM, lean six sigma, and other process improvement methodologies to drive initiatives. Deliver results by project milestones and deadlines.

• NPI Project and Readiness Management:?Contribute to new product introduction (NPI) projects and ensure readiness for installation. Leverage team SME insights to provide recommendations on market launches and new product development. Support technical requirements definition, testing, training and adoption.

• Partnership and Collaboration:?Partner with department managers, development teams, field support resources, business partners, customers, and vendors to drive improvements to meet tactical and strategic goals. Build strong relationships with internal customers and external partners to gain alignment and commitment to outcomes. Tailor communications to the needs of different audiences from a variety of functional groups and from senior leadership level to line level team members.

• Data Driven Decisions: Partner with analysts to drive data-driven insights and decisions. Provide critically constructive feedback to question analysis. Leverage analysis to tell data driven stories, make compelling business cases, influence priorities, and deliver results.

• Team Leadership:?Manage a team of direct reports, providing guidance, support, and development opportunities. Ensure team members are aligned with departmental goals and objectives and accountable for delivering results.

Qualifications:

• Education:?BS in Business or equivalent experience.

• Experience:?Proven experience in vehicle installation management, customer service, software solution design, and supplier network management.

• Skills:?Strong project management skills, excellent communication and interpersonal skills, and the ability to work collaboratively across various teams and departments. Experience using TQM and Lean Six Sigma methodologies.

• Technical Proficiency:?Familiarity with installation apps and tools, and the ability to provide technical support and training.