This is a build-from-the-ground-up role within B2X’s Retail Automation practice, owning the onsite infrastructure behind our ESL, camera, and commercial display installation programs across the US.
As Senior Service Delivery Manager, you will design, build, and continuously optimise a national 3rd-party installer network, shifting B2X’s field delivery model toward a more direct, flexible, gig-economy-style approach — sourcing, qualifying, activating, and managing independent installers and installation partners to deliver fast, reliable, scalable coverage nationwide.
You will own installation quality, SLA performance, and network coverage end-to-end, balancing the agility of an on-demand workforce with the governance, compliance, and quality standards B2X’s clients and OEM partners expect.
Service Delivery Manager – Retail Automation, USA
USA (Texas)
Full-time
Permanent employee
The Role
Your Responsibilities
Installer network & onsite infrastructure
- Design, build, and continuously optimise a national 3rd-party installer network capable of delivering ESL, camera, and commercial display installations at scale
- Own the sourcing, vetting, onboarding, and performance management of installation partners and independent installers/gig-economy field technicians
- Establish and maintain the onsite infrastructure, tooling, and processes required for consistent, high-quality installation delivery across a distributed partner network
- Develop scalable scheduling, dispatch, and job allocation processes that maximise coverage, responsiveness, and cost efficiency
Gig economy & flexible delivery model
- Lead the transition toward a more direct, on-demand field capacity model, reducing reliance on traditional fixed installer contracts where appropriate
- Evaluate and implement platforms and tools that support gig-style workforce management — job matching, credentialing, real-time tracking, and digital proof-of-work
- Build a flexible, elastic delivery capacity model that scales up or down with pilot and project demand
- Ensure appropriate quality control, compliance, and brand standards are maintained across a distributed, non-employee workforce
Service delivery performance
- Own installation quality, SLA adherence, and first-time-fix rates across the installer network
- Monitor and report on installer network performance — capacity, coverage, cost-per-install, quality, and customer satisfaction
- Proactively identify coverage gaps or network risk and take corrective action ahead of client impact
- Act as the escalation point for onsite service delivery issues, resolving them swiftly
Governance, compliance & continuous improvement
- Establish clear installer agreements, insurance, safety, and compliance standards across the network
- Partner with commercial and legal teams on installer/partner contract structures and terms
- Build and maintain installer training, certification, and quality assurance programs
- Continuously refine processes and playbooks as the network and delivery model matures
What We Expect From You
- Build a nationwide installer network that is reliable, scalable, and cost-effective
- Successfully shift service delivery toward a more direct, gig-economy-style model without compromising quality
- Maintain strong SLA performance and installation quality across a distributed workforce
- Be a hands-on operator — comfortable building infrastructure and processes from the ground up
- Apply honesty, initiative, flexibility, and confidentiality in everything you do
Your Profile
Required
- 5+ years of experience in field service delivery, installation network management, or workforce operations, ideally within retail technology, telecoms, or a similar field-services industry
- Proven track record building or managing a 3rd-party installer or field technician network at scale
- Experience with, or strong interest in, gig-economy/on-demand workforce models and the platforms that support them
- Strong understanding of onsite installation infrastructure for technology deployments — ESL, camera, or commercial display installation experience preferred
- Excellent vendor/partner management, negotiation, and performance management skills
- Comfortable working autonomously in a remote-first environment, with significant domestic US travel to sites and partner locations
Preferred
- Experience with field service/workforce management platforms (e.g. job dispatch, scheduling, credentialing tools)
- Background in retail technology rollout, telecoms installation, or last-mile/field services
- Experience building installer certification, quality assurance, or compliance programs
- Familiarity with 1099/independent contractor and gig-economy labour models in the US
Location
USA
What We Offer
- A high-visibility, build-from-scratch role shaping B2X’s US field delivery model
- Direct influence over how B2X scales Retail Automation installation capacity nationally
- Competitive base salary + performance bonus + benefits
Über uns
B2X ist ein führender Anbieter von Post-Sales-Services, der sich auf das zirkuläre Lifecycle-Management für elektronische Hardware spezialisiert hat. Gegründet im Jahr 2007 und mit Hauptsitz in München, umfassen unsere Lösungen und Dienstleistungen die gesamte Lebensdauer einer breiten Palette von elektronischen Konsumgütern sowie elektronischer B2B-Infrastruktur.
Unsere digitalen Plattformdienste und (Web-)Portallösungen erleichtern die Digitalisierung und Automatisierung zahlreicher Arbeitsabläufe und Interaktionen mit Endnutzern und Partnern im Netzwerk unserer Kunden. Wir befähigen Unternehmen mit innovativen Kohlenstofflösungen, ihre Hardware-Lebenszyklen in Richtung Carbon Net Zero zu managen.
In Zusammenarbeit mit führenden Technologieunternehmen aus verschiedenen Branchen und Regionen schaffen wir einzigartige Kundenerlebnisse bei geringerer Komplexität und geringeren Kosten für das Lebenszyklusmanagement.
Unsere digitalen Plattformdienste und (Web-)Portallösungen erleichtern die Digitalisierung und Automatisierung zahlreicher Arbeitsabläufe und Interaktionen mit Endnutzern und Partnern im Netzwerk unserer Kunden. Wir befähigen Unternehmen mit innovativen Kohlenstofflösungen, ihre Hardware-Lebenszyklen in Richtung Carbon Net Zero zu managen.
In Zusammenarbeit mit führenden Technologieunternehmen aus verschiedenen Branchen und Regionen schaffen wir einzigartige Kundenerlebnisse bei geringerer Komplexität und geringeren Kosten für das Lebenszyklusmanagement.
Das einzigartige B2X-Betriebsmodell integriert mehr als 200 Servicepartner in über 30 Ländern, die von unserem B2X-Team mit mehr als 100 Serviceexperten orchestriert und von der firmeneigenen B2X-Service-Management-Plattform gesteuert werden.
B2X wird von einer starken unternehmerischen „Can-do“-Einstellung und -Kultur angetrieben. Unsere DNA ist datengesteuert, digital und zirkulär. Wir entwickeln mit Leidenschaft maßgeschneiderte Lösungen und fördern Vielfalt und Teamarbeit, um unseren Kunden einen einheitlichen Ansatz zu bieten. Wenn Sie eine Vision für außergewöhnliche Kundenerlebnisse, operative Exzellenz und Innovation haben, passen Sie perfekt zu B2X.