Manager, Project Operations

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 connects homeowners with vetted roofing and siding contractors and supports projects through completion. Contractors in our network perform the work, while our Project Delivery team provides day-to-day coordination, communication, and oversight to keep each job running smoothly.

About the Role

This is not a field role and does not supervise crews or job sites.

*This position may be filled at the Manager or Sr. Manager level.

Our Project Coordinators serve as the central point of contact for homeowners, contractors, and adjusters, as well as the first point of contact for project escalations.

The Manager, Project Operations leads the Project Coordinator team and owns day-to-day execution, escalation oversight, and operational performance across a high volume of concurrent roofing and siding projects for multiple customers. This is a hands-on player/coach role for a strong, proactive people manager who sets clear expectations, builds a culture of ownership and accountability, and coaches directly while staying closely involved in daily workloads, project details, customer communication, and issue resolution.

Building on the existing foundation, this role will help shape the next phase of Project Delivery by further developing workflows, performance measures, documentation, and daily operating routines. The Manager will balance hands-on leadership of daily delivery with implementing improvements that support consistent service and continued growth. This leader will identify opportunities, prioritize improvements, and personally drive implementation- from building processes and developing KPIs to training the team and reinforcing adoption.

Success requires operational judgment, sharp attention to detail, and the ability to turn performance data and frontline observations into practical improvements in quality, timeliness, and fulfillment outcomes. The Manager works alongside Coordinators to model effective execution, resolve complex cases, and reinforce standards, while partnering cross-functionally to address systemic blockers and build a scalable delivery operation.

Responsibilities

• Manage the Project Coordinator team as an active player/coach—setting clear expectations, monitoring performance, reinforcing accountability, and addressing performance concerns constructively and promptly.
• Provide frequent one-on-one coaching, live case reviews, and specific feedback, and model effective customer communication and problem-solving.
• Foster a team culture of ownership and proactive follow-through, where every open item has a clear next step, timely follow-up, and a clear owner through resolution.
• Coach the team to ask effective follow-up questions, identify root causes, and see issues through to completion.
• Manage daily execution across multiple customers and a high volume of concurrent projects, reviewing queues, aging cases, priorities, and capacity; rebalance workloads and step into frontline work when needed to keep delivery on track.
• Oversee project delivery from Work Agreement through completion, ensuring Project Coordinators secure signed Work Agreements, confirm scheduling, track milestones, manage change order submissions, maintain accurate records, and keep homeowners, contractors, and adjusters informed.
• Serve as the Level 2 escalation owner and oversee escalations handled by Project Coordinators, ensuring they are acknowledged promptly, actively followed up on, managed appropriately, and resolved in a timely manner.
• Step in directly when needed, ask the right questions to uncover the underlying issue, engage other departments to drive resolution, track trends, and address root causes to prevent recurrence.
• Identify and address delivery risks, recurring issues, and capacity constraints early; elevate decisions requiring leadership support and collaborate with Contractor Operations & Success when contractor performance impacts delivery.
• Evaluate current operations, identify opportunities, and prioritize a practical improvement plan while maintaining daily delivery.
• Personally build, document, and implement scalable workflows, standard operating procedures, handoffs, and escalation paths that account for customer-specific requirements; train the team, reinforce adoption, and verify that changes improve execution.
• Establish a disciplined, metrics-driven operating rhythm, including dashboards, queue and workload visibility, service-level expectations, and regular performance reviews.
• Develop KPIs and targets for quality, productivity, responsiveness, cycle time, escalation resolution, and fulfillment; validate data accuracy and use results to guide coaching, workload decisions, and corrective action.
• Serve as the team’s platform and tools subject matter expert, partnering cross-functionally to address root causes and improve processes and system capabilities.

Qualifications

• 5+ years of experience directly managing teams of 10 or more in customer-facing service delivery, project delivery, or operations.

Required Skills

• Strong people management skills, including setting clear expectations, fostering accountability, delivering direct and constructive feedback, addressing performance concerns, and making sound staffing and workload decisions.
• Experience leading high-volume, metrics-driven service operations with strong operating discipline, such as contact center, claims, or service operations environments.
• Skilled at developing KPIs, setting performance targets, managing to service levels, and using dashboards and reporting to validate data, identify trends, diagnose gaps, and measure improvement.
• Demonstrated experience building and improving operations, including personally developing workflows, standard operating procedures, and operating routines.
• Able to bring structure to evolving processes, balance improvement work with daily delivery, and achieve team adoption and measurable results.
• Experience leading teams that support multiple customers simultaneously, balancing distinct service requirements, competing priorities, and concurrent caseloads.
• Proactive, ownership-driven problem solver who follows up persistently, asks probing questions to reach the root cause, and coaches others to do the same.
• Strong operational judgment and sharp attention to detail, with the ability to see both the big picture and the details—anticipating risks, keeping work moving, and maintaining visibility across the team’s workload.
• Knowledge of roofing industry is required.

Preferred Skills

• Insurance industry or property claims experience is preferred.