[Remote] Service Delivery Manager – Retail Automation, USA
Note: The job is a remote job and is open to candidates in USA. B2X Care Solutions is seeking a Senior Service Delivery Manager to lead its Retail Automation field delivery operations across the United States. The role will build and optimize a national third-party installer network, manage gig-economy workforce models, and oversee installation quality, SLA performance, compliance, and service delivery scalability.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- Strong understanding of onsite installation infrastructure for technology deployments — ESL, camera, or commercial display installation experience 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
Benefits
- 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
- Performance bonus
- Benefits
- Remote-first environment
Company Overview