As our Regional Delivery & Installation Operations Lead, you will play a pivotal role in elevating the customer experience by driving operational excellence across delivery and installation activities throughout the East Coast region. Serving as a key link between data, operational performance, field execution, and customer experience, you will leverage insights, collaboration, and continuous improvement practices to strengthen partner performance, enhance training programs, improve quality outcomes, and help customers get the most from their investment in Life Fitness and Hammer Strength solutions.
This is a remote role based on the East Coast, supporting delivery and installation operations throughout the region. Extensive travel is required to support audits, training, customer installations, and operational improvement initiatives. #LI-REMOTE
As our Regional Delivery & Installation Operations Lead, you will:
Delivery & Installation Performance
- 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.
Customer Experience & Continuous Improvement
- 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.
Training & Field Support
- 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.
Strategic & Cross-Functional Support
- 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.
What Life Fitness / Hammer Strength is looking for in our Regional Delivery & Installation Operations Lead:
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.
- Hands-on delivery and/or installation experience strongly preferred.
- Strong customer-service mindset with a focus on quality and customer experience.
- Experience working with external partners, contractors, or 3PL providers preferred.
- 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.
Preferred Technology Experience:
Oracle
- Oracle Business Intelligence (OBI) including report creation
- LifeTrac
- Power BI
- ALM
- Knowledge Base platforms
- Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint, and Teams)
At Life Fitness / Hammer Strength, we believe in taking care of our team with a comprehensive total rewards package that includes competitive pay and a range of valuable benefits. The salary range for this position, intended for U.S. applicants, is $81,000 - $117,400 annually.
Life Fitness / Hammer Strength offers a comprehensive package of benefits for full-time team members, including, but not limited to: a 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 and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance, hospital indemnity; identity protection, legal services, adoption assistance, tuition assistance, commuter benefits, employee discounts, and an employee assistance program that includes free counseling sessions. Employees also have access to our state-of-the-art on-site fitness center featuring industry-leading Life Fitness and Hammer Strength equipment, making it easy to support health and wellness before, during, or after the workday. Eligibility for benefits is governed by the applicable plan documents and policies.
