Benefits:

Company parties
Dental insurance
Health insurance
Vision insurance

Position Summary
The Project Manager Lead is responsible for strengthening project delivery by supporting, coaching, and guiding Project Managers while ensuring a consistent and high-quality customer experience. This role focuses on escalation management, maintaining gross margins, team development, and maintaining operational rhythm through structured milestone meetings..

Scope of Role
Project Manager coaching and development
Customer escalation resolution
Milestone Meeting facilitation and project oversight
Operational consistency and visibility·
Knowledge of Insurance guidelines and programs

Essential Duties/Responsibilities
Project Management Coaching & Development

a. Provide ongoing coaching and mentorship to Project Managers.

b. Conduct regular 1:1 meetings focused on performance, growth, and problem-solving.

c. Review active files to identify coaching opportunities and reinforce best practices.

d. Support underperforming team members through structured improvement plans.

e. Deliver training on:

i. Scope accuracy

ii. Customer communication

iii. Cycle time management

iv. Job execution standards

Customer Escalation Management

a. Serve as the primary escalation point for complex or high-risk customer situations.

b. Step into files with reputational, carrier, or service concerns.

c. Support Project Managers in resolving issues professionally and efficiently.

d. Ensure consistent handling of escalations across all projects.

e. Escalate critical issues to the General Manager when required.

Milestone & Operations Meetings

a. Lead and facilitate weekly/biweekly milestone meetings.

b. Ensure projects are meeting profitability goals

c. Ensure projects are progressing and key milestones are being met.

d. Identify delays, risks, and bottlenecks early.

e. Support Project Managers in resolving workflow challenges.

Operational Visibility & Reporting

a. Monitor overall project performance and service delivery standards.

b. Track trends in:

i. SLA adherence

ii. Cycle times (Truth Score)

iii. Customer satisfaction (NPS Score)

c. Identify and communicate risks or recurring issues to the General Manager.

d. Provide insight and recommendations to improve operational performance.

Process Consistency & Best Practices

a. Ensure consistency in project execution across all Project Managers.

b. Reinforce standards for:

i. File setup, documentation, scoping, budgeting, and estimating

ii. Communication practices

iii. Service delivery expectations

c. Identify gaps in execution and recommend solutions to the general manager

d. Support implementation of process improvements as directed by the General Manager.

Competency – Knowledge, Skills, and Abilities:

Knowledge of Microsoft Office applications (Outlook, Word, Excel, One Drive, Share Point)
Knowledge of estimating platforms
Excellent Communication skills
Managing projects
Leadership skills
Sales Experience is an asset
Construction Experience is an asset
Entrepreneurial skills
Ability to be assertive, empathetic, inspiring, and engaging with others
Ability to learn and operate our primary operating systems and estimating platforms
Ability to answer and communicate with independent franchises via phone and email
Ability to work with office equipment (fax, computer)
Ability to work independently
Ability to pass and maintain a satisfactory background check
Ability to operate a vehicle safely
Stress Management and Composure
Problem Solving and Conflict Resolution
Maintain a level of confidentiality
Follow the Paul Davis Values, Vision, Mission, and 10 Serving Basics
All other duties as assigned

Required Education and Experience

Experience leading teams, offices, and/or groups
Experience with achieving results and exceeding goals

Preferred Education and Experience

Experience in the restoration industry regarding water mitigation, mold remediation, lead and asbestos abatement, contents cleaning, contents packing, structure cleaning, and reconstruction.

Physical Requirement

Must be able to stay in a stationary position up to 80% of the time
Constantly operates a computer and other office productivity machineries, such as a calculator, fax machine, copy machine, and computer printer.
Must be able to observe and perceive information on a computer and documents
Must be able to communicate and converse with franchisees over the phone and face to face

Reasonable Accommodation for Disability

Any applicant or employee, who believes that reasonable accommodation is required for purposes of federal or provincial disability law is required to contact Human Resources to begin the interactive exchange process.

A “reasonable accommodation” is a change or adjustment to a job or work environment that allows a qualified individual with a disability, defined as a physical or mental condition that is permanent, ongoing episodic, or of some persistence, and is a substantial or significant limit on an individual’s ability to carry out important functions (or as otherwise defined by federal or provincial law), to satisfactorily perform the essential functions of a particular job and does not cause undue hardship for the employer.

Disclaimer

Paul Davis Restoration is an equal opportunity employer and employment equity employer. Paul Davis Restoration provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

Since 1966, Paul Davis has been an industry leader in the areas of property damage mitigation, reconstruction and remodeling. With more than 370 offices in our franchise network, the company serves residential, institutional, and commercial customers and clients across the United States and Canada.

We have built our heritage one project at a time, establishing a reputation for performance, integrity and responsibility among customers and carriers alike. Whether property damage is caused by water, fire, smoke, storms or other disasters, we deliver on our promise to deliver excellence, expertise and a customer experience that is second to none. At Paul Davis, our passion for quality drives everything we do.

Our Vision:

To Provide Extraordinary Care While Serving People In Their Time Of Need.

Our Values:

Deliver What You Promise

Respect The Individual

Have Pride In What You Do

Practice Continuous Improvement

Our Mission:

To provide opportunities for great people to deliver Best in Class results

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