Project Coordinator Manager

Job Summary: The Project Coordinator Manager position is responsible for the oversight, management, and support of the Project Coordinator (PC) team. The scope of management will initially include only Full-Line/Bath PCs, and will expand to cover all Project Coordinator roles, including Repair and Post-Install Customer Care (PICC) positions. The role will directly provide guidance, support, feedback, and training to all Project Coordinators with the goal of achieving 100% procedural adherence, achievement of established performance standards and customer experience expectations across all products. This role will collaborate with our Customer Success Manager/Process Engineer role to identify and implementation procedure improvements.

Duties/Responsibilities (in coordination with business area managers/technical trainers):

• Shadow all PCs to learn product-specific procedural requirements; identify procedural deficiencies.
• Analyze and update (as deemed required), all Standardized Operating Procedures for each PC role.
• Develop curriculum and calendar; initiate training (or re-training) in coordination with Dir. of Development
• Communicate all established and updated expectations for each role.
• Develop comprehensive audit and inspection protocols designed to ensure procedural adherence.
• Identify measures of success, KPIs, reporting capabilities and rhythms, calculate monthly incentives.
• Develop and maintain individual and team performance tracking and meeting rhythms.
• Identify failure root causes; recommend remedial actions (i.e., process re-engineering, technology).
• Develop library of self-paced modules and online video/interactive training channels with testing.
• Identify tools and technologies capable of assisting in real-time monitoring, feedback, and coaching.

Required Skills/Abilities:

• Proven success in role of project coordination or similar multi-cycle support position.
• Adept in process improvement and ability to analyze and modify procedural protocols as required.
• Excellent verbal, written, and presentation skills.
• Strong time-management and organizational skills
• Outstanding listening, coaching, and leadership abilities.
• Ability to evaluate and correct performance behavior.
• Ability to design and implement effective training and development.

Education and Experience:

• Previous team management experience.
• Proven record of top performance in multi-stage project management/coordination role.

PJFITZ2025