Randstad

Jobid=10fa7195a61c (0.0279)

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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 Operations 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.
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

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management

Industries

Transportation, Logistics, Supply Chain and Storage

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