Installation Manager

Who We Are

At JINGDONG Logistics (JD Logistics), part of JD.com, we are a leading technology-driven supply chain and logistics solutions provider under JD.com. Built on deep expertise in automation, smart fulfilment, and data intelligence, we operate end-to-end logistics services that empower businesses and enhance customer experience. Our integrated networks span warehouse management, line-haul transportation, last-mile delivery, bulky items logistics, cold chain, and cross-border operations, ensuring speed, reliability, and precision at every stage.

Our Global Reach

JINGDONG Logistics has developed one of the most extensive logistics infrastructures in the world, managing more than 3,600 warehouses with over 34 million square meters of space. Our Global Smart Supply Chain Network combines highly automated warehousing with robust international transportation solutions, enabling seamless cross-border movement. Today, we operate 130+ bonded, direct mail, and overseas warehouses across 23 countries and regions, supported by our global brands, JoyLogistics and JoyExpress, as we continue scaling JD.com’s international logistics footprint.

Learn more about who we are and what we do: https://www.jingdonglogistics.com/

What We Offer

Joining JD Logistics means helping shape the future of global supply chain and logistics. You’ll work with smart warehousing, autonomous delivery, and innovative technology that keeps goods moving worldwide. With a competitive salary, great locations, and a supportive, people-first culture, you’ll have the space to take on meaningful challenges, grow your skills, and make a real impact in a fast-evolving industry.

About The Team

You’ll be joining the JINGDONG Logistics team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.

Location: Luton

Employment Type: Full-time on site role

Role Overview

The Installation Manager is responsible for managing and scaling Joybuy’s installation and assembly services for Big & Bulky products. This role oversees installation partners, field operations, service quality, and customer experience, ensuring safe, on-time, and high-quality installations while controlling costs and meeting service-level agreements.

Key Responsibilities

Installation Operations

Manage end-to-end installation operations for furniture, appliances, and oversized items

Plan and coordinate daily and weekly installation capacity in line with order volumes

Ensure installations are completed on time, right-first-time, and in line with Joybuy standards

Partner & Technician Management

Recruit, onboard, and manage installation partners, contractors, and service providers

Define installation SOPs, quality standards, and training requirements

Monitor partner performance, productivity, and compliance with SLAs

Customer Experience

Own installation-related customer experience, including scheduling, communication, and issue resolution

Work closely with Customer Service to handle escalations, re-visits, and compensation cases

Track and improve CSAT, NPS, and first-time installation success rates

Quality, Safety & Compliance

Ensure all installation activities comply with health, safety, and regulatory requirements

Implement safety training and audits to reduce incidents and damages

Drive quality control processes, inspections, and root-cause analysis

Cost & Performance Management

Manage installation budgets, cost per install, and partner fees

Track KPIs such as installation lead time, rework rate, damage rate, and cost efficiency

Identify opportunities to improve productivity, standardisation, and scalability

Cross-Functional Collaboration

Partner with Big & Bulky, Logistics, Warehouse, and Last-Mile teams to ensure smooth handoffs

Support Commercial and Category teams with installation feasibility, pricing, and service design

Contribute to new product onboarding and installation readiness

Qualifications & Experience

Bachelor’s degree in Operations, Engineering, Logistics, or a related field (preferred)

Experience in installation, field service, home delivery, or technical operations

Strong experience managing external service providers or technician networks

Knowledge of furniture, appliance, or home installation processes

Solid understanding of health & safety standards and field compliance

Strong operational, analytical, and problem-solving skills

Customer-focused mindset with experience managing service quality at scale

At JINGDONG Logistics, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.

Ready to apply?

Take the next step in your career, apply now and explore the opportunities we have to offer.