Lead, Reconstruction & Roofing Coordination

Thomasville Homes Llc; Baltimore (MD); On-site; USD 75,000 - 85,000; Full time

Job summary

Thomasville Restoration is seeking a Head of Coordination to lead reconstruction and roofing coordination operations, ensuring efficient claims intake, routing, and scheduling.

You will oversee coordinators, develop standards, manage after-hours processes, and drive KPI performance while maintaining exceptional member experience. This role requires strong leadership, clear communication, and a relentless focus on process improvement and operational excellence.

Qualifications

• Strong leadership and people-management abilities.
• Excellent communication and conflict-resolution skills.
• High level of organization and operational awareness.
• Ability to manage multiple priorities in fast-paced environments.
• Experience with call management, workflow technology, and customer communications.

Responsibilities

• Provide direct leadership and oversight for all Reconstruction Coordinators.
• Develop departmental standards, accountability systems, and workflow expectations.
• Promote a culture of professionalism, urgency, communication, and service excellence.
• Ensure departmental alignment with standards and operational objectives.
• Oversee all incoming Reconstruction and Roofing claims, intake, assignment, and routing.
• Maintain visibility of team workloads and coordination capacity.
• Ensure efficient progression from first contact through scheduling and field deployment.
• Oversee after-hours communication procedures and escalation protocols.
• Support integration of communication systems with project management software.

Skills

Leadership

People Management

Strategic Planning

Communication

Process Improvement

Customer Service Orientation

KPI Monitoring

Job description

Thomasville Restoration is seeking a Head of Coordination to lead reconstruction and roofing coordination operations, ensuring efficient claims intake, routing, and scheduling.

You will oversee coordinators, develop standards, manage after-hours processes, and drive KPI performance while maintaining exceptional member experience. This role requires strong leadership, clear communication, and a relentless focus on process improvement and operational excellence.