[Remote] Director of Installation & Market Operations – Northeast

Note: The job is a remote job and is open to candidates in USA. Express Flooring is hiring a Director of Installation & Market Operations to build the operating foundation for its Northeast expansion. The role leads installation execution, satellite operations, regional teams, installer networks, and market performance, with accountability for quality, customer experience, and financial results.

Responsibilities

• Lead and develop Market Operations Managers through clear expectations, operating reviews, field visits, action plans, and consistent follow-through
• Build a strong regional leadership bench and partner with Talent Acquisition to recruit, onboard, develop, retain, and manage performance across local operations teams
• Own installation production from project readiness and scheduling through crew assignment, completion, documentation, and job closeout
• Maintain installer capacity by market and product category through disciplined recruiting, qualification, onboarding, engagement, performance management, and retention
• Set standards for workmanship, professionalism, customer communication, jobsite conduct, and compliance while addressing trends in cancellations, incomplete installations, warranty claims, credits, compensation, and chargebacks
• Oversee material receipt, storage, project staging, installer load-out, returns, transfers, and reconciliation across satellite locations
• Maintain inventory discipline and partner with Distribution to resolve shortages, damage, missing items, and transaction errors before they disrupt scheduled installations
• Establish standards for facility organization, material handling, equipment, access, security, and operational readiness in partnership with Real Estate and other support teams
• Ensure timely customer communication and own installation-related escalations and service recovery across assigned markets
• Use complaints, reviews, warranty activity, and customer feedback to identify root causes and improve market-level execution
• Manage performance against production, quality, installer capacity, labor, material loss, safety, revenue, expense, profitability, and capital targets
• Lead operational readiness for new Northeast markets, including local leadership, installer capacity, training, systems, facilities, workflows, and go-live execution
• Develop contingency plans for leadership, installers, materials, customer communication, and service performance during market ramp-up
• Partner across Sales, Customer Service, Order Processing, Ratings and Reputation, Distribution, Purchasing, Finance, IT, HR, Real Estate, and Expansion to support reliable execution and regional growth
• Ensure compliance with company safety standards and applicable warehouse, vehicle, equipment, employment, and contractor requirements
• Maintain effective incident-response practices and protect company assets and customer property through disciplined controls, documentation, and escalation procedures

Skills

• 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
• A 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
• The 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
• Bachelor's degree; equivalent relevant leadership experience will also be considered

Benefits

• Remote work arrangement, located in the North East, with required travel
• 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)

Company Overview