Senior Manager, Installation

About this role

<p><span style="font-size: 18pt;"><strong>Sr. Manager, Installation</strong></span></p> <p>Customer Experience: Professional Services</p> <p><strong>Location: </strong>Flexible (travel to customer sites required, up to 50% of the time), Northeast preferred</p> <p><strong>Department: </strong>Customer Experience: Professional Services</p> <p><strong>Reports to: </strong>Director of Professional Services</p> <h1><strong>About Us</strong></h1> <p>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.</p> <p>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.</p> <h1><strong>About the Role</strong></h1> <p>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.</p> <p>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.</p> <p>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.</p> <h1><strong>Role Breakdown</strong></h1> <ul> <li><strong>50% — </strong>Service Delivery Leadership</li> <li><strong>25% — </strong>Field Operations Leadership</li> <li><strong>15% — </strong>Organizational Building & Scaling</li> <li><strong>10% — </strong>Resource Planning & Vendor Management</li> </ul> <h1><strong>Key Responsibilities</strong></h1> <h2><strong>Service Delivery Leadership</strong></h2> <ul> <li>Own end-to-end installation outcomes, ensuring every customer goes live on schedule, operationally prepared, and confident in the Canopy platform.</li> <li>Establish and enforce installation quality standards, methodologies, and best practices across all RTLS installations.</li> <li>Define and monitor key performance indicators (KPIs) for installation efficiency, quality, cost, and customer satisfaction.</li> <li>Develop and maintain installation playbooks, standard operating procedures, and training materials.</li> <li>Ensure compliance with healthcare regulations, safety standards, and customer requirements across all sites.</li> <li>Drive continuous improvement initiatives based on installation data, lessons learned, and industry best practices.</li> <li>Translate field insights into improvements across product, installation methodology, customer readiness, and overall service delivery.</li> </ul> <h2><strong>Field Operations Leadership</strong></h2> <ul> <li>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.</li> <li>Provide hands-on coaching, performance management, and career development support for direct reports.</li> <li>Foster a culture of accountability, quality, and continuous improvement within the installation organization.</li> <li>Conduct regular performance reviews and establish clear success metrics for all team members.</li> <li>Travel to customer sites to support critical installation, reinforce quality standards, and develop team capability in the field.</li> </ul> <h2><strong>Organizational Building & Scaling</strong></h2> <ul> <li>Build and scale a service delivery organization capable of supporting rapid company growth while maintaining exceptional installation quality and customer trust.</li> <li>Manage staffing plans and resource allocation for Field Service Technicians across multiple concurrent installations.</li> <li>Partner with cross-functional leadership to ensure alignment on installation strategy, priorities, and customer outcomes.</li> <li>Partner with Implementation Management, Customer Success, Product, and Engineering to identify handoff points and drive seamless collaboration.</li> <li>Collaborate with Sales and Solutions Engineering during pre-sales to ensure installation feasibility and accurate scoping.</li> <li>Serve as the voice of installation in strategic discussions around product roadmap, go-to-market strategy, and customer experience design.</li> <li>Provide executive visibility into installation portfolio health, risks, and performance…