Define and evolve Mexico’s installation operating model, including service tiers, SLAs, coverage strategy, and decision rules for internal installers vs. partners.
Build capacity and demand plans (forecasting, regional coverage, surge planning).
Establish and uphold a single set of standards for quality, documentation, and customer experience across all installer channels.
Drive Execution
Lead Mexico’s installation intake and prioritization cadence with key stakeholders to ensure the right work is matched to the right resources.
Coordinate readiness across Sales, Implementation, Support, Product, and installers to reduce delays, missed appointments, and rework.
Partner with Sales and key stakeholders on complex rollouts to align milestones, dependencies, and customer outcomes.
Build the Quality Improvement Loop
Own quality enforcement across Mexico: job sheet accuracy, documentation compliance, photo standards, verification processes, and post-install defect reduction.
Identify root causes (process gaps, training needs, SOP clarity, tooling issues, hardware readiness) and drive durable cross-functional fixes.
Maintain and continuously improve SOPs, checklists, and enablement resources to keep installers and partners current on products and standards.
Manage and Scale the Installation Partner Portfolio
Lead partner onboarding, enablement, and certification to company standards.
Drive partner performance through scorecards, corrective action plans, and Quarterly Business Reviews (QBRs).
Requirements
5+ years of experience in operations, field services, program management, partner/marketplace operations, or customer operations in an environment with fulfillment/dispatch and cross-functional dependencies.
Experience designing and running operational mechanisms: forecasting, capacity planning, SLAs, KPI systems, and operating cadences (WBR/QBR).
Experience managing third-party partners or service providers, including onboarding, enablement, performance management, and escalation handling.
Strong stakeholder management skills—able to drive outcomes across teams without direct authority.
Analytical fluency: able to translate data into insights and action (Google Sheets/Excel; Google Slides/PowerPoint).
Strong written and verbal communication skills in English.
Preferred: Experience with telematics, hardware deployments, fleet operations, or installation quality programs.
Preferred: Experience operating a hybrid delivery model (internal teams + contractors/partners).
Preferred: Spanish fluency and/or experience working with Mexico-based operations.
Benefits
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.