Director of Project Delivery & Coordination

RoofMarketplace Inc.; Wisconsin; On-site; USD 90,000 - 130,000; Full time

Job summary

RoofMarketplace Inc. is seeking a Manager, Project Operations in Wisconsin to lead the Project Coordinator team, ensure day-to-day execution, and drive escalation handling with a hands-on coach approach.

You will shape workflows, develop KPIs, and partner with cross-functional teams to improve quality, timeliness, and fulfillment across multiple roofing projects.

This role emphasizes ownership, proactive problem solving, and systemic process improvements to scale delivery as RoofMarketplace grows.

Qualifications

• 5+ years leading teams of 10+ in customer-facing service delivery, project delivery, or operations.
• Experience in high-volume, metrics-driven service operations with strong operating discipline.
• Proven ability to develop workflows, standard operating procedures, and operating routines.
• Roofing industry knowledge is required.
• Insurance or claims experience is preferred.

Responsibilities

• Manage the Project Coordinator team as an active player/coach—set expectations, monitor performance, reinforce accountability, and address concerns.
• Provide frequent one-on-one coaching, live case reviews, and specific feedback for customer communication and problem-solving.
• Foster a culture of ownership with clear next steps, timely follow-up, and accountable owners through resolution.
• Coach the team to ask follow-up questions, identify root causes, and see issues through to completion.
• Oversee daily execution across multiple customers and high-volume projects; rebalance workloads when needed to keep delivery on track.
• Oversee delivery from Work Agreement through completion, ensure signed Work Agreements, track milestones, and inform homeowners, contractors, and adjusters.
• Serve as Level 2 escalation owner and ensure timely acknowledgment and resolution of escalations.
• Identify delivery risks, capacity constraints, and blockers; collaborate with Contractor Ops & Success to resolve.
• Develop scalable workflows, SOPs, handoffs, and escalation paths; train the team and verify adoption.
• Establish a disciplined, metrics-driven operating rhythm with dashboards, queue visibility, and regular performance reviews.
• Develop KPIs and targets for quality, productivity, responsiveness, cycle time, and fulfillment.
• Serve as platform and tools SME, partnering cross-functionally to improve processes and system capabilities.

Skills

People management

High-volume ops

KPIs dashboards

Root-cause analysis

Cross-functional collab

Coaching & feedback

Job description

RoofMarketplace Inc. is seeking a Manager, Project Operations in Wisconsin to lead the Project Coordinator team, ensure day-to-day execution, and drive escalation handling with a hands-on coach approach.

You will shape workflows, develop KPIs, and partner with cross-functional teams to improve quality, timeliness, and fulfillment across multiple roofing projects.

This role emphasizes ownership, proactive problem solving, and systemic process improvements to scale delivery as RoofMarketplace grows.