Performance Lead for Reconstruction & Roofing Coordination

Thomasville Homes Llc; Baltimore, Northern (MD, KY); Hybrid; USD 75,000 - 85,000; Full time

Job summary

Thomasville Restoration is seeking a Performance Manager in Baltimore, MD to lead Reconstruction and Roofing coordination operations. You will oversee coordinators, manage call handling, and drive KPI performance to improve member experience and operational efficiency.

The role focuses on escalating processes, staffing, and technology enhancements to support growth and ensure timely deployment from intake to field execution.

Responsibilities

• Provide direct leadership and oversight for all Reconstruction Coordinators.
• Develop departmental standards and accountability systems.
• Promote professionalism, urgency, communication, and service excellence.
• Oversee all incoming Reconstruction and Roofing claims.
• Ensure proper claim intake, assignment, and routing.
• Maintain visibility of team workloads and coordination capacity.
• Ensure continuity of communication and exceptional member experience.
• Speed to first contact and scheduling liaison appointments.
• Reduce cycle time from intake to on-site deployment.
• Identify automation and process-improvement opportunities.
• Training and onboarding oversight and coaching.
• KPI monitoring and performance improvement planning.

Job description

Thomasville Restoration is seeking a Performance Manager in Baltimore, MD to lead Reconstruction and Roofing coordination operations. You will oversee coordinators, manage call handling, and drive KPI performance to improve member experience and operational efficiency.

The role focuses on escalating processes, staffing, and technology enhancements to support growth and ensure timely deployment from intake to field execution.