Location: Troy, MI Job Type: Full-Time Department: Operations
Overview
We are seeking a strong, customer-focused Operations/Project Manager to lead cross-functional coordination between Sales, Contract Processing, Job Scoping, and Production. This role is critical to ensuring jobs move from sale to execution with complete, accurate information and a high level of customer satisfaction.
The ideal candidate is highly organized, operationally disciplined, and confident working across multiple departments. This person will serve as an escalation point when files are incomplete, contract details do not align with scope, or customer requirements need clarification before production can move forward.
This is not a passive administrative role. We are looking for a leader who can drive accountability, resolve issues efficiently, communicate directly with customers, and keep projects moving without becoming the default dumping ground for unresolved departmental problems.
Key Responsibilities
Cross-Department Coordination
Serve as a key liaison between Sales, Contract Processing, Job Scoping, Production, and the customer
Ensure jobs move through the pipeline with complete, accurate, and executable information
Coordinate issue resolution across departments to prevent delays, confusion, and rework
Help create strong communication and accountability between teams
Sales and Processing Escalation
Act as an escalation point for Processing when files are incomplete or required information is missing
Work with Sales to gather all necessary documentation, details, approvals, and job information
Ensure sales handoffs are complete and accurate before jobs move further into operations
Help resolve issues that prevent a file from being production-ready
Scoping and Contract Resolution
Support the Scoping team when field conditions or project requirements do not match the signed contract
Escalate and resolve scope discrepancies, contract inconsistencies, and other job-related issues
Coordinate with the appropriate departments to determine next steps, revisions, and approvals
Help ensure the final scope is accurate and aligned before production begins
Customer-Facing Responsibilities
Communicate directly with customers to confirm requirements, clarify expectations, and resolve open items
Ensure all customer requirements are met prior to production
Provide a high level of professionalism and service throughout the project readiness process
Identify upsell opportunities when appropriate, including situations where financing may support additional scope
Operational Leadership
Keep jobs moving by resolving issues quickly and holding the right teams accountable
Maintain clear boundaries so the role supports solutions without becoming the catch-all for every unresolved problem
Improve workflow and execution by identifying recurring issues and helping strengthen process discipline
Partner with leadership to improve handoffs, file quality, cycle time, and customer experience
Qualifications
3+ years of experience in operations, project coordination, production support, contract administration, or a related leadership role
Experience working cross-functionally with sales, operations, customer service, and field or production teams
Strong customer communication and conflict resolution skills
Ability to manage multiple priorities and keep projects moving in a fast-paced environment
Strong problem-solving skills and sound operational judgment
Proven ability to drive accountability across departments
Experience in construction, remodeling, home improvement, restoration, or other project-based service industries preferred
College Degree a plus
Skills and Competencies
Cross-functional leadership
Escalation management
Customer service
Contract and scope review
Process improvement
Communication and follow-through
Problem solving
Time management
Accountability
Team collaboration
What Success Looks Like
Files are complete and accurate before reaching production
Scope and contract discrepancies are resolved quickly and correctly
Customers feel informed, supported, and confident
Departments work together with stronger accountability and fewer bottlenecks
Operational issues are solved efficiently without the role becoming a problem dumping ground
Why Join Us
Key leadership role with direct impact on operational performance and customer satisfaction
Opportunity to build stronger processes and improve execution across departments
Collaborative environment with visibility across the business
Ability to make a measurable difference in job readiness, workflow, and customer outcomes