Cooper Installation Services (CIS)

Location:

Kansas City, Kansas Pay:

Starting at $60,000 per year

Vehicle Allowance:

$400 per month

Job Type:

Full-time Position Overview Cooper Installation Services is continuing to grow our Kansas City operation and is seeking an experienced flooring professional to join our team as a Contractor Quality Manager . This is a newly added position designed to expand our existing field quality team and increase the level of support we provide to our contractors and customers. This role is being added to our current staffing and is not intended to replace an existing team member. This is a hands-on, field-focused position responsible for improving flooring installation quality, supporting our contractor base, troubleshooting installation and customer concerns, and helping CIS deliver an exceptional experience on every project. The successful candidate will spend a significant portion of each day in the field visiting active and completed jobsites, working directly with flooring installation contractors, inspecting workmanship, identifying opportunities for improvement, and helping resolve issues before they become larger customer concerns. Our goal is not simply to fix problems after they occur. We want someone who can help prevent problems, improve contractor performance, and continually raise the quality of the installation experience. A major measure of success in this role will be our Voice of the Customer (VOC) results. The Contractor Quality Manager will play a direct role in helping CIS build toward consistently exceptional—and ultimately perfect—customer satisfaction scores. Key Responsibilities Conduct regular jobsite quality inspections throughout the Kansas City market. Inspect flooring installations for workmanship, proper preparation, installation standards, finishing details, and overall customer-ready quality. Identify installation concerns early and work directly with contractors to establish corrective action. Provide hands-on coaching and guidance to flooring contractors when quality expectations are not being met. Recruiting to strengthen contractor base availability. Help contractors understand not only what needs to be corrected, but how to prevent the issue from occurring on future projects. Visit jobsites involving customer concerns, workmanship complaints, installation challenges, or other escalations. Troubleshoot flooring installation issues in the field and help determine practical solutions. Partner with contractors, customers, CIS operations, and retail partners to resolve installation concerns quickly and professionally. Conduct pre-installation or early-stage jobsite reviews when appropriate to help identify potential challenges before they affect the project. Review completed installations for quality, cleanliness, finishing details, and overall customer experience. Reinforce proper jobsite practices including floor preparation, expansion requirements, transitions, trim, seams, baseboards, cleanup, and protection of the customer's home. Help identify recurring quality trends by contractor, installation type, or market and work with operations leadership to correct them. Assist with contractor performance management and help determine when additional coaching, training, monitoring, or corrective action is necessary. Support the development of a strong, dependable, and quality-focused contractor network. Help onboard and evaluate new flooring installation contractors from a workmanship and quality perspective. Communicate regularly with customers regarding jobsite concerns and help rebuild confidence when an installation does not initially meet expectations. Maintain clear documentation of jobsite visits, findings, photographs, corrective actions, and contractor follow-up. Work closely with the Kansas City operations team to ensure field quality concerns are communicated and resolved. Maintain consistent follow-up until identified quality or customer concerns are fully resolved. Assist the broader operations team when necessary and be willing to roll up your sleeves wherever support is needed.

Voice of the Customer Customer satisfaction is one of the most important measures of success for CIS. This position will have a direct impact on our Voice of the Customer scores by ensuring installations are completed correctly, contractors understand expectations, customer concerns are addressed quickly, and projects are not considered complete until we have delivered the experience our customers expect. The right candidate will understand that excellent VOC results are created in the customer's home —through quality workmanship, communication, professionalism, cleanliness, attention to detail, and ownership when something does not go according to plan. The objective is continuous improvement toward perfect customer satisfaction scores. Required Experience Flooring installation experience is required for this position. Candidates must have a strong working knowledge of residential flooring installation and be capable of confidently evaluating workmanship in the field. Experience should include knowledge of several of the following: Luxury vinyl plank / luxury vinyl tile Laminate flooring Hardwood and engineered hardwood Carpet installation Tile installation Subfloor preparation and floor flatness Moisture-related flooring concerns Transitions and finishing Expansion requirements Installation troubleshooting and repair The successful candidate does not necessarily need to have personally installed every flooring category, but must have enough technical flooring knowledge to walk onto a jobsite, recognize problems, communicate credibly with experienced installers, and help determine the appropriate solution. Qualifications Strong flooring installation and troubleshooting knowledge. Experience working directly with flooring installers or subcontractors. Ability to identify workmanship concerns and explain corrective action clearly. Strong customer service and conflict-resolution skills. Comfortable entering a customer's home and handling difficult or sensitive situations professionally. Ability to build relationships with contractors while still holding them accountable to quality expectations. Strong communication skills with contractors, customers, retail partners, and internal leadership. Ability to work independently and manage a field-based daily schedule. Strong organizational and documentation skills. Comfortable using mobile technology, photographs, email, company systems, and other digital tools to document field activity. Valid driver's license and ability to travel throughout the Kansas City market. Proactive, solutions-focused mindset. Strong sense of ownership and personal accountability. The Person We're Looking For This position requires someone who can balance technical flooring knowledge, contractor relationships, and customer service. We are looking for someone who can walk onto a difficult jobsite, understand what happened, speak intelligently with the installer, communicate confidently with the customer, establish a solution, and make sure the issue actually gets resolved. The right person will be comfortable coaching a contractor one moment, inspecting an installation the next, and then sitting with a homeowner to explain how CIS is going to make their project right. We want someone who notices the details—the unfinished transition, the poor seam, the missing expansion space, the damaged baseboard, the cleanup that was not completed—and understands that those details often determine how a customer feels about their entire project. Most importantly, we are looking for someone who takes ownership. What Success Looks Like Success in this position means: Fewer installation-related callbacks and complaints. Strengthening the pipeline of available, qualified contractors in our field. Contractors receive consistent coaching and clear quality expectations. Recurring workmanship problems are identified and corrected. Installation problems are caught earlier. Customer concerns are resolved faster. Jobsites are left clean, professional, and customer-ready. Contractor quality steadily improves across the Kansas City market. Customers feel that CIS took ownership of their project. Voice of the Customer scores consistently improve toward our goal of exceptional customer satisfaction.

Compensation Starting Salary:

$60,000 per year

Vehicle Allowance:

$400 per month The vehicle allowance is provided to support the significant amount of local field travel associated with jobsite visits and contractor quality management. Benefits 401(k) 401(k) matching Health insurance Dental insurance Paid time off Schedule Full-time Day shift Monday through Friday, with flexibility as jobsite and customer needs require Work Location Kansas City, Kansas This is a field-based position requiring regular travel to customer homes, active installation projects, contractor jobsites, and CIS operations throughout the Kansas City market.

Pay:

$60,000.00 - $65,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off

Work Location:

In person