Note: The job is a remote job and is open to candidates in USA. Life Fitness / Hammer Strength designs and manufactures fitness equipment while focusing on delivering healthier lives and high-quality customer experiences. The Regional Delivery & Installation Operations Lead will drive operational excellence across East Coast delivery and installation activities by analyzing performance data, improving partner quality, leading audits and training, and strengthening customer experience. This remote role requires extensive regional travel and cross-functional collaboration.
Responsibilities
- Serve as the **Delivery & Installation audit champion**, providing guidance, consolidating audit results, and partnering with Life Fitness installation partners to plan, conduct, and report audits
- Collect, analyze, and report monthly Delivery & Installation KPIs
- Partner with the D&I team to identify root causes and develop corrective actions to improve operational performance
- Analyze M1 quality reports related to delivery and installation activities and work with the D&I team to identify root causes, implement corrective actions, and provide targeted training as needed
- Monitor and communicate the Life Fitness partner scorecard, using data to identify performance gaps and opportunities for improvement
- Lead initiatives designed to improve the overall customer delivery and installation experience
- Facilitate monthly meetings with Life Fitness installation partners focused on **Net Promoter Score (NPS)** performance, trends, and improvement opportunities
- Use operational data and customer feedback to identify opportunities to improve service quality and customer satisfaction
- Develop and contribute to Delivery & Installation standard operating procedures (SOPs) that improve consistency, efficiency, and quality
- Utilize **LifeTrac** and other available systems and tools to support D&I continuous improvement initiatives
- Support digital customer experience initiatives, including **Project Pinnacle, TechSee**, and future connected-service initiatives
- Coordinate Life Fitness installation partner training activities, including communication of training topics, required participation, and training facility scheduling
- Own and facilitate **ALM training requirements** for Life Fitness installation partners
- Monitor ALM training utilization and completion and provide ongoing compliance reporting
- Provide hands-on coaching and technical support to field installation teams as needed
- Lead field audits and provide technical expertise to support delivery and installation quality
- Collaborate with the D&I team in evaluating potential third-party logistics (3PL) providers and their ability to meet Life Fitness customer experience, quality, and operational requirements
- Support the D&I team through multiple **Request for Proposal (RFP)** initiatives
- Partner cross-functionally with **Order Management, Service, Quality, Program Management, Engineering, Sales**, and other teams to resolve issues and improve processes
- Lead or support D&I projects as a subject matter expert and project leader
- Provide data, analysis, and recommendations to support regional and global D&I initiatives
- Take on additional responsibilities and special projects as assigned
Skills
- 5+ years of experience in delivery and installation operations, field service, operational performance management/KPIs, or working with Life Fitness / Hammer Strength installation/service partners
- Strong analytical skills with the ability to translate data into actionable recommendations
- Demonstrated experience managing KPIs, metrics, and performance improvement initiatives
- Exceptional attention to detail and strong organizational skills
- Proven decision-making and problem-solving abilities
- Ability to manage multiple priorities effectively in a fast-paced environment
- Excellent written and verbal communication skills
- Strong collaboration and teamwork skills with the ability to build effective relationships across multiple functions and organizational levels
- Demonstrated ability to coach, train, and support field teams
- Strong customer-service mindset with a focus on quality and customer experience
- Willingness to travel up to 75%, including travel to customer locations, installation sites, Life Fitness facilities, partner locations, audits, training sessions, and other business locations as needed
- Hands-on delivery and/or installation experience strongly preferred
- Experience working with external partners, contractors, or 3PL providers preferred
- Oracle
- Oracle Business Intelligence (OBI) including report creation
- LifeTrac
- Power BI
- ALM
- Knowledge Base platforms
- Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint, and Teams)
Benefits
- Remote role based on the East Coast
- 401(k) savings plan with 4% employer match
- Medical, dental and vision insurance
- Parental, medical and military leaves of absence
- Paid time off, including 12 paid holidays throughout the calendar year
- Paid vacation days beginning at 13 days annually
- Paid sick leave as provided under state and local paid sick leave laws
- Company-paid short-term disability
- Optional long-term disability
- Health savings account
- Health care and dependent care reimbursement accounts
- Employee and dependent life insurance
- Supplemental life and AD&D insurance
- Hospital indemnity
- Identity protection
- Legal services
- Adoption assistance
- Tuition assistance
- Commuter benefits
- Employee discounts
- Employee assistance program that includes free counseling sessions
- Access to a state-of-the-art on-site fitness center featuring Life Fitness and Hammer Strength equipment
- Opportunities for further growth and advancement
Company Overview
Company H1B Sponsorship