Installation Manager in Luton

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.

About us

What started as one bold idea in China has grown into one of the world’s most trusted technology and supply chain businesses. Today, JD.com (JINGDONG) serves more than700 million customers, using technology, logistics and innovation to create smarter, faster and more connected experiences. From retail and logistics to technology, healthcare and beyond, we're solving real-world challenges and making everyday life easier. As we continue to grow, so do the opportunities for the people who grow with us.

Our global business

Our teams work across 20+ countries and regions, building smarter supply chains and helping businesses and communities connect across borders. From technology hubs and retail operations to logistics networks and corporate teams, we're creating opportunities to learn, collaborate and make an impact on a global scale. Whether you're joining us in Europe, the Middle East, Asia or the Americas, you'll be part of one global team working towards a shared purpose. So let's do this. Let's deliver joy.