Who we are:
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
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We’re hiring an Installation Services Manager – Mexico to own end-to-end installation outcomes across a hybrid delivery model: internal installers and third-party installation partners. This role will evolve the operating model, establish a performance system, and drive cross-functional execution so customers receive predictable, high-quality deployments at scale.
You’ll work closely with Implementation, Support, Product, Engineering, Finance, and external partners to improve on-time completion, first-time-right quality, and cost-to-serve—while ensuring all installer channels operate to one consistent standard.
What You’ll DoOwn 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.
- 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.
- 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 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).
- Lead escalations across quality, scheduling, documentation, and customer experience - regardless of delivery channel.
- Coordinate triage and cross-functional communication to ensure timely customer updates and prevention actions.
- Track trends and drive systemic improvements to reduce repeat issues.
- Define and manage key performance dashboards (on-time completion, first-time-right, rework, cancellations, documentation compliance, escalation aging).
- Run a consistent operating rhythm (weekly reviews, monthly deep dives, QBR inputs) with clear actions and accountability.
- Partner with Install Partner Operations and Finance to improve PO/invoice hygiene, cost controls, and payment accuracy.
- 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.
- Experience with telematics, hardware deployments, fleet operations, or installation quality programs.
- Experience operating a hybrid delivery model (internal teams + contractors/partners).
- Spanish fluency and/or experience working with Mexico-based operations.
- Mexico installations become predictable, with clear SLAs, prioritization rules, and reliable scheduling outcomes.
- First-time-right quality and documentation compliance improve; rework and post-install issues decline.
- Escalations resolve faster and recur less due to durable root-cause fixes.
- Leadership has clear visibility into installation health through consistent reporting and operating cadence.
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.
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The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.
