Job Description

About the Role

The Market Operations Manager is responsible for overseeing day-to-day installation operations and ensuring consistent delivery of high-quality service to Express Flooring customers. In this role, you will lead the coordination and execution of installation activities, ensuring projects are completed efficiently and in alignment with company policies, procedures, and contractual obligations. You will also work closely with cross-functional teams to ensure our customers receive a seamless experience and the highest level of support throughout the installation process.

This position also plays a critical role in developing and managing a network of installation contractors. You will cultivate strong contractor relationships, ensure performance and quality standards are met, and maintain the capacity needed to support a growing market while fulfilling warranty and service commitments. This is a hands-on leadership role for someone who thrives in fast-moving environments, takes ownership of problems, and enjoys building strong teams and operational processes in a growing market.

This role will play an important part in launching and scaling Express Flooring’s San Francisco market.

Job Type: Full-Time, In-office
Compensation: $80,000-90,000k annually, plus bonus

What You’ll Do

• Lead and oversee day-to-day installation operations to ensure projects are completed efficiently and meet company standards
• Manage installation scheduling and dispatch to ensure crews are deployed effectively and customer timelines are met
• Supervise and support Installation Coordinators to ensure smooth operational execution
• Develop, manage, and strengthen a network of installation contractors, including performance management and engagement
• Conduct job-site inspections and monitor installation quality to ensure work meets company and customer expectations
• Respond to and resolve customer installation concerns quickly and professionally
• Manage warranty requests and service resolutions to ensure customer satisfaction
• Recruit, hire, onboard, and develop operations team members while supporting training and performance management
• Identify operational challenges and implement solutions that improve efficiency and service delivery
• Ensure company policies, procedures, and contractual obligations are consistently followed across installation operations
• Support warehouse and field logistics as needed, including inventory control and assisting with load-in/load-out on truck days (must be able to lift 65+ lbs)

What You’ll Bring

• Bachelor’s degree and 7+ years of operations experience (or 10+ years of relevant experience in lieu of a degree)
• 5+ years of experience managing hourly, field-based, or operational teams
• Experience overseeing operations that rely on independent contractors or service providers
• Experience recruiting, developing, and managing a network of contractors or service partners
• Strong leadership and team development abilities with a focus on accountability and performance
• Excellent problem-solving and issue-resolution skills in fast-paced environments
• Strong written and verbal communication skills
• Ability to stay calm, organized, and solutions-focused under pressure
• High attention to detail with strong organizational and time management skills
• Proficiency with Microsoft Office and CRM systems such as Salesforce, Microsoft Dynamics, or NetSuite
• Flooring industry & forklift experience is preferred but not required.

Why People Love Working Here

• Growth & Opportunity – Join a fast-growing company where strong performers have opportunities to grow their careers and make a meaningful impact.
• Ownership & Impact – Your leadership directly influences customer satisfaction, operational success, and the growth of your market.
• Team-Oriented Culture – Work alongside collaborative teams that support one another and take pride in delivering excellent service.
• Fast-Paced & Dynamic Environment – Every day brings new challenges, opportunities to solve problems, and the ability to make real improvements to how we operate.

Physical Requirements:

• Must be able to lift and move materials up to 65 lbs and assist with warehouse loading activities when needed.

Benefits & Perks

• Comprehensive medical, dental, and vision plan options
• Free virtual healthcare for employees and family members
• Health Savings Account (with HDHP enrollment)
• Health & dependent care flexible spending accounts
• Company-paid basic life insurance
• Voluntary supplemental life insurance
• Company-paid short-term disability insurance
• Voluntary long-term disability
• Company-paid Accident and Hospital Indemnity
• Free Bereavement and Life Planning Support for employees and family members
• 401(k) with company match (Pre-tax & Roth options)
• Paid PTO, bereavement leave, and maternity leave
• 7 company-paid holidays
• Employee Assistance Program (EAP)