Director of Licensed Installer Operations

About the role

We are seeking a Director of Licensed Installer Operations to build and lead the operational backbone of Jetson's third-party installer program across North America. This role is newly created with no existing playbook, no inherited program, and no team in place. You will be starting from zero and building the infrastructure that allows us to scale into new markets through vetted, certified, and trained external installer partners.

Responsibilities

• Own the complete licensed installer lifecycle from sourcing and certification through performance management, tier advancement, and offboarding across all subcontractor markets.
• Design and build the full vetting and selection process for identifying installer partners from scratch including evaluation scorecards, reference checks, and cultural fit assessments.
• Build and scale the subcontractor onboarding program including certification tiers, training protocols, ride-along assessments, and ongoing recertification standards bringing third-party crews up to Jetson's installation standard across our air and heat pump product lines with future expansion into heat pump water heaters and EV chargers.
• Develop and monitor KPIs for installer performance including customer satisfaction, first-time completion rate, callback rate, on-time arrival, documentation compliance, and permit pass rate.
• Establish and maintain brand standards on-site including uniforms, vehicle branding, and customer experience so customers cannot distinguish a licensed install from a Jetson in-house install.
• Own the QA framework including remote photo review, video walkthroughs, on-site audits, and tier-based audit cadence with clear escalation paths.
• Determine permit strategy market by market evaluating whether Jetson or the subcontractor should pull permits in each jurisdiction and coordinating with Customer Operations to define those workflows.
• Manage the subcontractor compensation structure, payment terms, tier-based rate progression, and installer P&L in partnership with Finance.
• Partner with Legal to build and maintain subcontractor agreements, insurance compliance including GL, WC, and commercial auto, non-solicitation enforcement, and customer data protection standards.
• Partner with Supply Chain and Warehouse teams to operationalize equipment and kit handoff to subcontractor crews including serialized tracking through CRM and resolution of field-level material issues.
• Forecast installer capacity needs in partnership with market leadership based on market launch plans, install volume projections, and seasonal demand across current and future markets.
• Develop business continuity plans for each subcontractor market including backup installer networks, gap coverage protocols, and market exit contingencies.
• Serve as the senior escalation point for day-to-day process issues across the installer network stepping in to resolve installer disputes, customer-impacting issues, scheduling breakdowns, quality concerns, and cross-functional friction that fall outside standard playbook resolution.

Requirements

A bachelor's degree in Business, Operations Management, Construction Management, or a related field, or equivalent experience in field operations, skilled trades, or contractor management. 8+ years in operations, field service, or contractor management roles with experience overseeing distributed third-party subcontractor networks across multiple geographies. We are looking for someone who has managed external crews performing installation work at real scale.

Qualifications

A genuine builder mentality. You have stood up programs from zero before, you know what it feels like to write the playbook while executing it, and you do not need infrastructure to exist before you can start. A proven track record designing contractor vetting criteria, certification and tiering frameworks, performance scorecards, and formal subcontractor agreements from scratch. Strong working knowledge of independent contractor classification, licensing, insurance, and compliance frameworks across multiple jurisdictions including the ability to navigate complex regulatory environments as we enter new markets. Hands-on experience configuring or administering field service management or CRM platforms such as HubSpot, Zuper, or ServiceTitan at the workflow design and data ownership level, not just as an end user. A demonstrated ability to balance brand standards & customer experience consistency with the autonomy subcontractors require to operate effectively. Strong communication skills with the ability to speak the language of skilled tradespeople while translating their needs into operational systems that actually work in the field. Direct experience in HVAC, residential installation, or skilled trades is a strong plus. We are building a team and want to close an industry knowledge gap so candidates who bring that context will stand out. The ability to manage multiple markets and partners simultaneously in a fast-paced startup environment where priorities shift. Comfort operating with high autonomy and high visibility. You will have significant independence in building this program and will be reporting regularly to senior leadership and the executive team. Your work will be seen early and often. The ability to travel up to 75% on an ongoing basis. This is a field-heavy role and you will be in markets regularly vetting partners, auditing installs, and building relationships on the ground. Familiarity with modern tools including AI to automate and make your work more efficient.

Benefits

Dental Care, Vision Care and Life Insurance premiums fully paid by Jetson
Education Support
Parental Leave Top Up
Equity
401k program