What are the responsibilities and job description for the LMD Operations Manager position at INSTALLX INC. (U.S.A.)?
Job Summary
The LMD (Last Mile Delivery) Operations Manager is responsible for managing and improving end-to-end last-mile delivery and installation operations to ensure best-in-class customer service. This role oversees service partner management, operational systems and processes, customer KPI performance management, and continuous improvement initiatives to enhance service quality and operational efficiency. The position plays a key role in driving seamless collaboration among customers, internal teams, and external partners. Through data-driven operational management and continuous improvement efforts, the LMD Operations Manager contributes to enhancing customer satisfaction and building a stable, scalable last-mile delivery operating model.
Key Responsibilities
1. Installation & Transportation Operations Management
- Manage and oversee installation technicians and third-party service providers.
- Operate and maintain installation and transportation management systems, WMS, TMS, and installation management platforms.
- Ensure the accuracy and integrity of operational and master data related to installation and transportation activities.
- Develop operational manuals, standard operating procedures (SOPs), and conduct user training programs.
2. Vendor & Partner Management
- Manage the performance of transportation carriers and installation service partners.
- Evaluate service quality and implement continuous improvement initiatives.
- Oversee vendor contracts and operational processes to ensure compliance and efficiency.
3. Customer KPI Management
- Monitor and manage key performance indicators (KPIs), including installation completion rates, on-time delivery performance, and claim rates.
- Analyze operational data and identify opportunities for process improvement and cost optimization.
- Prepare and present weekly and monthly performance reports for customers and internal stakeholders.
Qualifications
- Bachelor’s degree or higher
- 5 years of experience in Logistics operations, warehouse operations, or supply chain
- Experience supporting multiple warehouse locations
- Strong understanding of WMS / Logistics systems
- Experience in process improvement, SOP development, or operational standardization
- Strong Excel skills
- Comfortable with limited travel (20%)
Preferred Qualifications
- Experience in installation service or final mile logistics operations
- Understanding of logistics systems such as TMS and WMS
- Experience leading projects or collaborating in cross-functional teams
- Power BI / Tableau or similar reporting tools