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Motive is hiring an Installation Services Manager for Mexico to own end-to-end installation outcomes across a hybrid delivery model combining internal installers and third-party installation partners. This is a high-impact operations role focused on evolving the installation operating model, establishing performance systems, and driving cross-functional execution to deliver predictable, high-quality deployments at scale.
Key Responsibilities:
You will define and evolve Mexico's installation operating model, including service tiers, SLAs, coverage strategy, and decision rules for internal vs. partner-delivered installations. You'll build capacity and demand plans (forecasting, regional coverage, surge planning) and establish a single set of standards for quality, documentation, and customer experience across all installer channels.
You'll lead Mexico's installation intake and prioritization cadence with key stakeholders to ensure work is matched to the right resources. You'll coordinate readiness across Sales, Implementation, Support, Product, and installers to reduce delays, missed appointments, and rework. You'll partner with Sales on complex rollouts to align milestones, dependencies, and customer outcomes.
You own quality enforcement across Mexico: job sheet accuracy, documentation compliance, photo standards, verification processes, and post-install defect reduction. You'll identify root causes (process gaps, training needs, SOP clarity, tooling issues, hardware readiness) and drive durable cross-functional fixes. You'll maintain and continuously improve SOPs, checklists, and enablement resources.
You'll manage day-to-day relationships with installation partners supporting Mexico, lead partner onboarding and enablement to company standards, and drive partner performance through scorecards, corrective action plans, and Quarterly Business Reviews.
You'll lead escalations across quality, scheduling, documentation, and customer experience regardless of delivery channel. You'll coordinate triage and cross-functional communication to ensure timely customer updates and prevention actions, tracking trends to drive systemic improvements.
Finally, you'll define and manage key performance dashboards (on-time completion, first-time-right, rework, cancellations, documentation compliance, escalation aging), run a consistent operating rhythm (weekly reviews, monthly deep dives, QBR inputs), and partner with Install Partner Operations and Finance to improve PO/invoice hygiene, cost controls, and payment accuracy.
Requirements:
- 5+ years of experience in operations, field services, program management, partner/marketplace operations, or customer operations in an environment with fulfillment/dispatch and cross-functional dependencies
- Experience designing and running operational mechanisms: forecasting, capacity planning, SLAs, KPI systems, and operating cadences (WBR/QBR)
- Experience managing third-party partners or service providers, including onboarding, enablement, performance management, and escalation handling
- Strong stakeholder management skills—able to drive outcomes across teams without direct authority
- Analytical fluency: able to translate data into insights and action (Google Sheets/Excel; Google Slides/PowerPoint)
- Strong written and verbal communication skills in English
Preferred:
- Experience with telematics, hardware deployments, fleet operations, or installation quality programs
- Experience operating a hybrid delivery model (internal teams + contractors/partners)
- Spanish fluency and/or experience working with Mexico-based operations
