The Field Installation Manager (FIM) is responsible for field support components of Lumber Liquidators Installation Services’ (LLIS) Program including, but not limited to, identifying and contracting with a network of Professional Independent Contractors (PIC’s), building and managing relationships with PIC’s, conducting voluntary and optional business to business meetings with the PIC’s, job site visits, managing PIC contract execution, LLIS scope of work communication and integrity, customer care support related to install sales, support store and other employees pertaining to contractor relationships and classification compliance, ensure a cooperative independent labor network for their assigned area . The FIM must achieve or exceed performance metrics, conversion rates, customer experience goals and fulfillment timelines while adhering to company policies and governmental regulations/compliance and ensuring highest customer satisfaction.

Duties and Responsibilities:

• Identify, contract with, and maintain a network of Professional Independent Contractors (PIC’s) to ensure adequate capacity level exists to support sales and service demands at all times.
• Accountable for obtaining results through a professional, independent contractor relationship
• Conduct voluntary and optional business to business PIC meetings
• Conduct job site visits.
• Accountable for expense management and travel itinerary planning.
• Ensure (PIC contracted rates for projects are offered and agreed to fairly based on market conditions and rates while controlling expenses to protect profitability.
• Ensures company communicates to (PIC’s) all LLIS applications and contractual expectations that contractor may interface with or that pertain to the service job and is fully informed and knowledgeable about LLIS applications to be a point of contact to answer contractor questions.
• Fully trained, informed and knowledgeable about products to be a point of contact to answer contractor questions regarding vendor products for (PIC’s) as needed.
• Achieve minimum customer sat scores based on performance levels of (PIC’s)
• Monitors capacity provided by (PIC) network and ensures the (PIC) network is aligned to meet customer needs/schedule.
• Maintains knowledge of industry standards.
• Regular monitoring of capacity and job assignment rotation.
• Identifies problematic (PIC’s) based upon objective and subjective criteria including but not limited to, profit and loss data, customer surveys, customer feedback, store surveys, store feedback, job site visitations and other field activities and negotiates with contractors and provides objective and subjective data to drive improved results or contract termination if needed.
• Interacts with stores to support and ensure appropriate (PIC) interactions, communications, and labor provision.
• For assigned area review all commercial installed projects to ensure elements of a project e.g. prevailing wage (set wages on state or federally funded projects) or building codes meet LL SOP.
• Ability to provide exceptional customer service and follow-up and resolve LLIS customer issues and conflicts in a timely manner
• Create a positive, collaborative relationship with store associates.
• Obtains and holds required licenses on LLIS behalf as required.
• Conducts regular audits of local license and permit requirements and ensures a cooperative/compliant independent labor network is in place to support the business.
• Ability to prioritize and multi-task.
• Lead by example and follow the Company Code of Business Conduct (Ethics), Standard Operating Procedures (SOP) and other policies and procedures.
• Comply with all local standards and legal requirements

Additional Requirements:

• Excellent written and oral communication skills
• Excellent project management skills
• Excellent budget management and retail math skills
• Conduct routine audits; take corrective and preventative action as necessary
• Proactively assist team members, managers, associates and customers as needed
• Manage special projects and perform other duties as assigned
• Ability to effectively problem solve by analyzing situations and applying creative and timely solutions
• Ability to interpret service industry license, insurance and permitting requirements.
• Ability to interpret consumer and independent contractor contracts.
• Ability to use search engines and other internet tools to gather data.
• Ability and experience obtaining results through an independent contractor business model. Ability to achieve and obtain results without directing the manner and method of the work being performed by contractors.
• Change Management – Adaptable to a fast paced, shifting work environment; willing to remain flexible to accommodate changing business conditions, work requirements, customer and scheduling needs.
• Detail Oriented – Attention to detail, ability to focus on the project or task-at-hand, adherence to Company policies and requirements while consistently delivering error free results.
• Leads by example in following the Company Code of Business Conduct (Ethics), all applicable tenants of the Lacey Act and all other applicable laws, policies and procedures. Immediately reports all concerns to the appropriate party.

POSITION QUALIFICATIONS

Education:

• Bachelor’s Degree from an accredited four year college, preferred or related field plus 3+ years of experience or 5+ years of experience in business management or related field.
• •5+ years of management in construction or equivalent experience preferred

Related Experience, Qualifications and/or Certifications:

• Five to eight years of direct managerial experience in product installation or similar industry
• Certified Flooring Installers (CFI) and/or Certified Hardwood Flooring Inspector desired
• Must possess a valid driver’s license and acceptable driving record
• Willingness to travel (extensive travel is required to execute the function of this job)
• Experience with, and an understanding of, an independent contractor business model.

Computer Skills / Special Equipment Knowledge:

• Basic Microsoft Office skills (Excel, Word, PowerPoint and Outlook)
• Outstanding telephone skills

Just Picture It! A career at LL Flooring! At LL Flooring, our vision is to become customers' first choice in hard surface flooring by providing the best experience from start to finish. Your contributions as a LL Flooring teammate will leave a lasting impression with our customer as they find FLOOR LOVE. With over 437 stores nationwide and two distribution centers, the career opportunities at LL Flooring are endless. If you're customer obsessed, seize the opportunity, and apply today!

At LL Flooring, we are committed to being a company that delivers an inclusive, diverse team and culture which understands, values, and adapts to the needs of our associates and customers. LL Flooring is an equal opportunity employer. LL Flooring does not discriminate on the basis of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. If you need assistance or to request a reasonable accommodation due to a disability, related to the search for employment opportunities or to complete an application, please contact us at recruiting@llflooring.com LL Flooring adheres with the California Consumer Privacy Act Notice for California Consumers (CCPA Notice). To find out more click here, CCPA Supplemental Notice.


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