Installation Services Manager
No salary listed
Senior
Mexico City, CDMX, Mexico
Hybrid
Operations & Logistics
About the job
Requirements
- At least 5 years of experience in operations, field services, program management, partner or marketplace operations, or customer operations in an environment involving fulfillment or dispatch and cross-functional dependencies.
- Experience designing and running operational mechanisms such as forecasting, capacity planning, service-level agreements, key performance indicator systems, and weekly or quarterly business review cadences.
- Experience managing third-party partners or service providers, including onboarding, enablement, performance management, and escalation handling.
- Ability to drive outcomes across teams without direct authority.
- Ability to translate data into insights and action using Google Sheets or Excel and Google Slides or PowerPoint.
- Strong written and verbal communication skills in English.
Responsibilities
- Define and evolve Mexico’s installation operating model, including service tiers, service-level agreements, coverage strategy, and decision rules for internal installers versus partners.
- Build capacity and demand plans, including forecasting, regional coverage, and surge planning.
- Establish and uphold consistent standards for quality, documentation, and customer experience across all installer channels.
- Lead Mexico’s installation intake and prioritization cadence with key stakeholders to match work to appropriate resources.
- Coordinate readiness across Sales, Implementation, Support, Product, and installers to reduce delays, missed appointments, and rework.
- Partner with Sales and key stakeholders on complex rollouts to align milestones, dependencies, and customer outcomes.
- Enforce quality across Mexico, including job-sheet accuracy, documentation compliance, photo standards, verification processes, and post-installation defect reduction.
- Identify root causes, including process gaps, training needs, standard operating procedure clarity, tooling issues, and hardware readiness, and drive durable cross-functional fixes.
- Maintain and improve standard operating procedures, checklists, and enablement resources to keep installers and partners current on products and standards.
- Manage day-to-day relationships with installation partners supporting Mexico, including overflow coverage, geographic gaps, and specialized work.
- Lead partner onboarding, enablement, and certification to company standards.
- Drive partner performance through scorecards, corrective action plans, and quarterly business reviews.
- Lead escalations across quality, scheduling, documentation, and customer experience, regardless of delivery channel.
- Coordinate triage and cross-functional communication to ensure timely customer updates and preventive actions.
- Track trends and drive systemic improvements to reduce recurring issues.
- Define and manage key performance dashboards covering on-time completion, first-time-right performance, rework, cancellations, documentation compliance, and escalation aging.
- Run a consistent operating rhythm, including weekly reviews, monthly deep dives, and quarterly business review inputs, with clear actions and accountability.
- Partner with Install Partner Operations and Finance to improve purchase order and invoice hygiene, cost controls, and payment accuracy.
Desired Qualifications
- Experience with telematics, hardware deployments, fleet operations, or installation quality programs.
- Experience operating a hybrid delivery model involving internal teams and contractors or partners.
- Spanish fluency and/or experience working with Mexico-based operations.
About the company
Motive creates software and tools designed to improve safety, productivity and profitability for businesses that drive the physical economy. Its customers include more than 120,000 companies across industries such as construction, field service, agriculture, trucking and logistics, and delivery. The product line focuses on helping these businesses run more efficiently by coordinating operations and people, with an emphasis on delivering user-friendly solutions that customers love. Motive differentiates itself through its broad industry reach, a strong commitment to customer satisfaction, and a culture that supports employees in doing their best work. The company’s goal is to empower millions of physical economy businesses to operate more safely and efficiently while growing their profitability.
Company Size
5,001-10,000
Company Stage
Growth Equity (Venture Capital)
Total Funding
$1.9B
Headquarters
San Francisco, California
Founded
2013
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Simplify's Take
What believers are saying
- ARR crossed $600 million on September 10, 2026, with 30% year-over-year growth.
- AI Coach, Maintenance, and Analytics expand upsell paths across UK, Mexico, and North America.
- Thomas Hansen's go-to-market hire targets faster enterprise expansion after the General Catalyst round.
What critics are saying
- Samsara won $30.3 million in February 2026, proving Motive's marketing claims created liability.
- Motive withdrew its S-1 on September 10, 2026, delaying public-market discipline indefinitely.
- Samsara's patent and trade-secret fight continues, risking injunctions, discovery costs, and customer churn.
What makes Motive unique
- Motive controls safety, maintenance, and telematics data inside one platform for 120,000 businesses.
- General Catalyst’s September 10, 2026 financing validates Motive’s private-market scale and ambition.
- Holman integration and first-mover AI launches deepen workflow lock-in across fleets.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid Vacation
- Paid Sick Leave
- Disability Insurance
- Life Insurance
- 401(k) Company Match