Partner Success Manager – Installations

Role Overview

• Own Installation Performance End-to-End
• 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
• Manage day-to-day relationships with installation partners supporting Mexico (overflow coverage, geographic gaps, specialized work).
• 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.