TPA Performance Manager

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

Job summary

Thomasville Restoration seeks a Head of Coordination, Reconstruction & Roofing to lead the Reconstruction Coordinators, oversee all claims, and optimize intake, routing, and scheduling. You will drive efficiency, maintain exceptional member experience, and ensure compliance with standards while guiding technology-enabled workflows across departments.

The role emphasizes urgency, accountability, and continuous improvement, with a focus on scalable growth and strong leadership in a fast-paced

Qualifications

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

Responsibilities

• Provide direct leadership and oversight for all Reconstruction Coordinators.
• Develop departmental standards and workflow expectations.
• Oversee all incoming Reconstruction and Roofing claims.
• Manage call management and after-hours procedures.
• Implement escalation protocols and communication standards.
• Ensure departmental alignment with standards and objectives.
• Monitor KPI performance and team workloads.
• Identify automation opportunities to improve efficiency.

Job description

Thomasville Restoration's vision is to be the #1 most trusted and respected restoration company.Pay: 75,000.00 - 85,000.00About Thomasville RestorationTo help achieve this goal and support our growth, we are adding a Head of Coordination, Reconstruction & Roofing.The Head of Coordination is responsible for the overall leadership, execution, compliance, and performance of Thomasville Restoration’s coordination operations for the Reconstruction and Roofing divisions. This role serves as the department leader for all incoming reconstruction and roofing claims and ensures that claims are received, assigned, communicated, and coordinated efficiently while maintaining exceptional member experience, operational compliance, and KPI performance.The Head of Coordination oversees coordination personnel, incoming call management, after-hours communication processes, workflow accountability, and technology utilization to support streamlined operations and scalable growth. This position plays a central operational role by supporting the Reconstruction team, ensuring communication systems and project workflows operate efficiently, and helping develop and optimize technology, scripting, and communication processes that support sales, project progression, and member engagement.What You’ll DoProvide 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 Thomasville Restoration standards and operational objectives.Oversee all incoming Reconstruction and Roofing claims.Ensure proper claim intake, assignment, and routing.Maintain visibility of team workloads and coordination capacity.Ensure efficient progression from first contact through project scheduling and field deployment.Oversee incoming call management and departmental responsiveness.Manage and improve after-hours communication procedures.Develop escalation protocols and communication standards.Ensure continuity of communication and exceptional member experience.Speed to first contactScheduling liaison appointments as quickly as possibleReducing cycle time from intake to on-site liaison deploymentCall scripting adherence and communication qualityWork authorization conversion performanceUtilize current technologies to streamline operational workflows and compliance.Help develop and maximize phone system capabilities.Improve script presentation, sales-support communication, and customer engagement workflows.Develop and improve text messaging and follow-up communication systems.Help integrate communication systems with project management software to maximize visibility and efficiency.Identify automation and process-improvement opportunities.Hiring participation and staffing recommendationsTraining and onboarding oversightCoaching and performance developmentCorrective action and accountability managementYearly and bi-yearly performance reviewsKPI monitoring and improvement planningTeam development and leadershipWho You AreStrong leadership and personnel management ability.Excellent communication and conflict-resolution skills.High level of organization and operational awareness.Ability to manage multiple priorities in fast-paced environments.Experience with communication systems, call management, and workflow technology.Strong understanding of customer communication and sales-support processes.Commitment to accountability, urgency, and continuous improvement.Your ImpactThe Head of Coordination helps ensure Thomasville’s Reconstruction and Roofing coordination operations run efficiently, consistently, and with a strong focus on member experience.This role protects and promotes Thomasville Restoration’s standards, reputation, and commitment to exceptional member service while supporting operational growth and team development. The Head of Coordination is expected to lead with urgency, professionalism, accountability, and integrity.