[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

  • B2X is a platform-enabled hardware lifecycle orchestrator. It was founded in 2007, and is headquartered in Munich, Bayern, DEU, with a workforce of 51-200 employees. Its website is http://www.b2x.com.

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