National Director, Installation Excellence

The National Director, Installation Excellence is responsible for establishing and implementing a world-class installation excellence program including white glove practices and standard operating procedures across domestic markets. This position leads the development of installer onboarding and training certification programs, along with tools to measure and govern installation effectiveness through continuous improvement methods. This Director works closely with the manufacturing, product development, engineering, IT and retail operations teams to establish cost-efficient high-quality installation procedures and services with a focus on safety, quality, delivery, cost and people. This is a full-time, salaried, exempt position. 

Position Reports To                                                            

VP Manufacturing Custom Closets

Location

Remote within the United States

What Will You Be Doing? 

• Defines, develops, and delivers employee installer program including training plans and certification programs in identified markets
• Evaluates existing employee and third-party installation programs and makes recommendations for improved standards
• Applies process innovation, process improvement, and lean principles to deliver installation excellence
• Monitors performance of employee and third-party installer training
• Recommends enhancements to TCS installation training and service delivery processes
• Leads, manages, and directs installation personnel and activities
• Demonstrates program success and leads efforts to expand across TCS national program
• Observes and evaluates employees and third-party installers, and recommends ways to deliver installation excellence
• Assesses and enhances standard operating procedures, tool kits, van inventories, load-up procedures, delivery processes and customer experience factors
• Reviews, understands, and makes recommendations on third-party installation contracts, scope of work, and service delivery expectations
• Leads incident management review processes including root-cause analysis, source of errors (e.g., Design Specialist, Closet Pro Designer, CAD Finals Engineer, Production, Packing, Shipping, Handling) and reporting; recommends appropriate solutions based on findings
• Fosters a culture of safety and quality for employees, customers, partners, and company
• Contributes to a clean and safe manufacturing environment
• Consistently arrives promptly to work the assigned schedule
• Responsible for maintaining discretion related to all confidential/sensitive company and customer information
• Performs other requested tasks and duties

We believe in taking care of our team. That's why we offer a comprehensive benefits package that goes beyond just health insurance (though we've got that covered too!). Here at The Container Store, we're passionate about helping you contain your health, grow your career, and find balance in your life.

Here's a peek at what you can expect:

• Competitive health, dental, and vision plans to keep you and your loved ones well.
• 401(k) retirement savings plan with optional investment guidance and assistance offered through Fidelity.
• Unique "1equals3" website for easy access to your benefits information and company updates. 
• We've got your back! Competitive sick pay and PTO plan to ensure you can take time off to recharge and come back feeling your best.

For our full-time associates, we offer even more:

• Peace-of-mind benefits: Basic life insurance, disability insurance options, accident insurance, critical illness insurance, hospital indemnity insurance and flexible spending accounts (FSAs)
• Family-focused support: Considerate parental leave policies, adoption and surrogacy assistance, and fertility & maternity support program
• Work-life balance boosters: Paid holidays, gym membership discounts, and a qualified transportation benefits program to save on commutes.
• Discounts galore: Enjoy a hefty discount on our amazing products, including merchandise, custom spaces, and services, gift cards, and pet insurance (because fur-babies matter!).
• Recognition you deserve: We honor our employees with service awards and retirement gifts, celebrate those who exemplify our core principles, and recognize exceptional daily contributions.
• Thriving with diversity: Participate in our Employee Resource and Affinity Groups and help guide how we give back to the community, while having a space to connect, support one another, and celebrate cultural heritages.

But that's not all! We offer a fun and collaborative work environment where you can learn, grow, and make a real difference.

What You Bring To Us 

• College degree preferred
• 5-10 years of experience in Installations of Custom Storage Solutions, Custom Furnishings, or comparable custom solutions for residential housing
• Ability to travel 20% a year, based on business need
• Custom storage and organization industry knowledge preferred but not required
• Advanced knowledge of installation standards, premium customer service concepts, and technical installation excellence
• Strong computer skills:  proficiency in Microsoft Office suite (Outlook, Word, PowerPoint, and Excel), experience with SAP preferred
• Ability to effectively evaluate programs, processes and procedures using root cause analysis methods
• Experience leading process improvement initiatives and projects
• Ability to work in a constant state of alertness and a safe manner
• Ability to pass background checks and investigations due to foreign, federal, state and local regulations; based on position responsibility and sensitivity, periodic check and reinvestigations may be performed
• Is committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs
• Ability to communicate clearly and effectively in a professional manner, both orally and in writing, at all levels within and outside the organization
• Ability to quickly separate the mission-critical tasks from the lower priority tasks; focuses on the most value-added projects of the day or week
• Flexible, with a positive attitude, strong sense of urgency, and passion for knowledge
• Strong time management and organizational skills with the ability to successfully manage multiple projects at once
• Possesses focused attention to detail while working quickly and accurately under pressure
• Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information

We are proud to be an Equal Opportunity Employer  

The Container Store strongly believes in fair practices and consideration for others. Our company does not tolerate unlawful discrimination of any kind for any reason. The Container Store provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, mental or physical disability, genetics, marital status, sexual orientation, pregnancy, childbirth or related medical conditions, pregnancy related disability leave, status as a U.S. military veteran, or any other characteristic protected by federal, state or local law. 

Americans with Disabilities Act  

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please inform the Company’s personnel representative if you need assistance completing any forms or to otherwise participate in the application process. 

Office Physical Requirements  

All positions in our Store Support Center require interaction with people and technology while either standing or sitting. In order to best service our customers, stores and vendors, all employees must be able to communicate face-to-face and on the phone with or without reasonable accommodation. The Container Store is an equal opportunity employer and is committed to compliance with its obligations under all applicable state and federal laws prohibiting employment discrimination. In keeping with this commitment, it attempts to reasonably accommodate applicants and employees in accordance with the requirements of the disability discrimination laws. It also invites individuals with disabilities to participate in a good faith, interactive process to identify reasonable accommodations that can be made without imposing an undue hardship. 

State Specific Notices  

Massachusetts Applicants: IT IS UNLAWFUL IN MASSACHUSETTS TO REQUIRE OR ADMINISTER A LIE DETECTOR TEST AS A CONDITION OF EMPLOYMENT OR CONTINUED EMPLOYMENT. AN EMPLOYER WHO VIOLATES THIS LAW SHALL BE SUBJECT TO CRIMINAL PENALTIES AND CIVIL LIABILITIES.  

Maryland Applicants: UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT, OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAPH EXAMINATION OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100. 

The Container Store promotes a smoke-free, drug-free environment.   

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