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Senior Manager, Installation

US - Remote

Sr. Manager, Installation

Customer Experience: Professional Services

Location: Flexible (travel to customer sites required, up to 50% of the time), Northeast preferred

Department: Customer Experience: Professional Services

Reports to: Director of Professional Services

About Us

Canopy is a healthcare technology company focused on improving safety and responsiveness in complex care environments. We work directly with health systems to build reliable technology that supports frontline healthcare workers and helps hospitals operate more effectively.

We’re a team of experienced builders and operators solving real problems in real clinical environments. We’re looking for a Senior Manager, Installation to help us continue expanding the impact of our platform.

About the Role

The Sr. Manager of Installation is the operational and strategic leader of Canopy’s entire installation function. This role is accountable for ensuring customers arrive at go-live on schedule, operationally prepared, and confident in the reliability of the Canopy platform.

You will lead a distributed team of Deployment Leads and Field Service Technicians responsible for installing and activating mission-critical safety technology in hospitals and healthcare systems across the United States. You’ll establish installation standards, manage vendor partnerships, optimize resource allocation, and drive cross-functional collaboration to deliver exceptional customer outcomes.

This is a senior leadership role requiring both big-picture thinking and hands-on operational execution. You will build and scale a service delivery organization capable of supporting rapid company growth while maintaining exceptional installation quality and customer trust and translate field insights into improvements across product, installation methodology, customer readiness, and overall service delivery.

Role Breakdown

  • 50% — Service Delivery Leadership
  • 25% — Field Operations Leadership
  • 15% — Organizational Building & Scaling
  • 10% — Resource Planning & Vendor Management

Key Responsibilities

Service Delivery Leadership

  • Own end-to-end installation outcomes, ensuring every customer goes live on schedule, operationally prepared, and confident in the Canopy platform.
  • Establish and enforce installation quality standards, methodologies, and best practices across all RTLS installations.
  • Define and monitor key performance indicators (KPIs) for installation efficiency, quality, cost, and customer satisfaction.
  • Develop and maintain installation playbooks, standard operating procedures, and training materials.
  • Ensure compliance with healthcare regulations, safety standards, and customer requirements across all sites.
  • Drive continuous improvement initiatives based on installation data, lessons learned, and industry best practices.
  • Translate field insights into improvements across product, installation methodology, customer readiness, and overall service delivery.

Field Operations Leadership

  • Lead a distributed team of Deployment Leads and Field Service Technicians responsible for installing and activating mission-critical safety technology in hospitals and healthcare systems across the United States.
  • Provide hands-on coaching, performance management, and career development support for direct reports.
  • Foster a culture of accountability, quality, and continuous improvement within the installation organization.
  • Conduct regular performance reviews and establish clear success metrics for all team members.
  • Travel to customer sites to support critical installation, reinforce quality standards, and develop team capability in the field.

Organizational Building & Scaling

  • Build and scale a service delivery organization capable of supporting rapid company growth while maintaining exceptional installation quality and customer trust.
  • Manage staffing plans and resource allocation for Field Service Technicians across multiple concurrent installations.
  • Partner with cross-functional leadership to ensure alignment on installation strategy, priorities, and customer outcomes.
  • Partner with Implementation Management, Customer Success, Product, and Engineering to identify handoff points and drive seamless collaboration.
  • Collaborate with Sales and Solutions Engineering during pre-sales to ensure installation feasibility and accurate scoping.
  • Serve as the voice of installation in strategic discussions around product roadmap, go-to-market strategy, and customer experience design.
  • Provide executive visibility into installation portfolio health, risks, and performance trends.

Resource Planning & Vendor Management

  • Coordinate master schedules for all Field Service Technicians and Deployment Leads across active projects.
  • Optimize resource utilization and balance workload to meet installation commitments.
  • Manage installation capacity planning and forecasting to support business growth.
  • Own and manage all vendor relationships related to installation (installation contractors, equipment suppliers, logistics partners, etc.).
  • Negotiate vendor contracts, service level agreements, and pricing structures to optimize cost and quality.
  • Evaluate vendor performance regularly and drive accountability to contracted terms.
  • Identify and onboard new vendors as needed to support geographic expansion and business growth.
  • Manage installation budget and cost structures, driving efficiency while maintaining quality standards.

Qualifications

Required

  • 8+ years of experience in installation operations, field services management, or technical implementation leadership.
  • Demonstrated experience leading managers, field service teams, installation teams, or installation organizations across multiple concurrent customer programs.
  • Proven track record establishing and scaling installation operations in a technology or healthcare technology environment.
  • Strong vendor management experience, including contract negotiation and performance management.
  • Demonstrated expertise in workforce planning, resource optimization, and scheduling across distributed teams.
  • Excellent analytical skills with ability to define, track, and drive improvement in operational KPIs.
  • Experience implementing process improvement methodologies and driving organizational change.
  • Exceptional communication and stakeholder management skills, with ability to influence across all organizational levels.
  • Strong business acumen with experience managing budgets and cost optimization.

Preferred

  • Healthcare technology or RTLS installation experience is strongly preferred.
  • Experience with complex, multi-site installation programs.
  • Familiarity with healthcare regulations, facility operations, and clinical workflows.
  • Experience working in high-growth SaaS or technology companies.

Personal Attributes

  • Strategic thinker with strong operational execution skills.
  • Natural leader who builds trust and inspires teams.
  • Systems thinker who can see connections and optimize across functions.
  • Problem solver with a bias for action and results.
  • Comfortable operating in ambiguity and building structure where none exists.
  • Customer-centric mindset with commitment to quality and excellence.
  • Willingness to travel up to 50% to support critical installation and team development.

If you’re excited about the opportunity to lead and shape innovative products, collaborate with a talented team, and make a positive impact on the lives of healthcare workers, we’d love to hear from you. Join us in making a difference and apply now!

The base salary range for this position is $150,000–$180,000 per year, depending on location, experience, and qualifications. Canopy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

 

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