Installation Partner Operations Manager

Who we are: 

Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.

Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We’re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more. 

Today, our team is made up of more than 3,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive. 

About the Role:

As the Installation Partner Operations Manager for Motive’s Professional Services Organization, you will use your superior installation expertise to evolve our professional installation and service offering program and network to improve the customer and partner experience and to scale the organization for continued growth.  

As an Installation Partner Ops Manager, you will support the Professional Services leadership team in fostering a healthy environment where employees can thrive and collaborate.  You will work closely with Onboarding Project Managers who are Motive product experts responsible for the training and implementation of Motive hardware and software, with the highest value on customer success. Professional Installation Service offering is a meaningful part of their onboarding success and adoption of the product during the initial stages of the customer lifecycle and transition to Customer Success. You will work with cross-functional teams to understand business needs and how the Installation Network can help support and expand the growth and continued success of Motive. You will be a subject matter expert in your area of expertise providing technical knowledge to internal teams, customers, and partners while helping to drive innovative solutions to build the future of Motive.  

What You'll Do:

• Be a crucial member of the PS Leadership team, helping guide the development of a world-class Professional Services organization at Motive

• Lead an organization of partners responsible for supporting the Professional Services  Experience post sale 

• Review the existing partner strategy, SOPs, and metrics to ensure our goals are met and measurable 

• Conduct Quarterly Business reviews and on site visits with Installation Partners 

• Successfully partner with cross functional teams in hardware engineering, product, sales, customer success and support to ensure that installations are successful and done in accordance with quality standards and proper expectations can be set and met 

• Review and provide feedback around the effectiveness of programs through metrics, dashboard, and regular analysis of our systems and processes

• Support and assist in resolving customer escalations, including participating in customer facing discussions, developing a strategic solution, and working collectively with other departments to ensure customer satisfaction

• Drive Impactful Process Improvements and Business Transformation to support the future of Professional Services and the growing business

• Build a robust online Installer Resource Center with installation guides for specific hardware products, vehicle types/model, wiring, etc.

What We're Looking For:

• 5+ years successfully managing & supporting 3rd party partners specializing in Telematics Hardware Installations for Fleet Management

• 2+ years in process improvement/change management/business transformation 

• Background in Hardware Installation and Vehicle Wiring is required

• Strong business background including project management, partner management, problem-solving, business planning, and analytical skills

• Strong understanding of partner management fundamentals

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