TPA Performance Manager

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

Job summary

Thomasville Restoration is seeking a Head of Coordination, Reconstruction & Roofing to lead the coordination operations for Reconstruction and Roofing claims, ensure efficient intake, assignment, and scheduling, and drive KPI performance.

This role emphasizes leadership, process improvement, and exceptional member experience to support scalable growth and operational excellence.

Qualifications

• Strong 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.

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 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.

Skills

Leadership

Communication

Organization

Multi-priority management

Call management

Workflow technology

Customer service focus

Job description

Thomasville Restoration's vision is to be the #1 most trusted and respected restoration company.

Pay: 75,000.00 - 85,000.00

About Thomasville Restoration

To 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 Do

• 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 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 contact Scheduling liaison appointments as quickly as possible Reducing cycle time from intake to on-site liaison deployment Call scripting adherence and communication quality Work authorization conversion performance
• Utilize 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 recommendations
• Training and onboarding oversight
• Coaching and performance development
• Corrective action and accountability management
• Yearly and bi-yearly performance reviews
• KPI monitoring and improvement planning
• Team development and leadership

Who You Are

• Strong 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 Impact

The 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.

Thomasville Restoration's vision is to be the #1 most trusted and respected restoration company.