Perks Company parties Dental insurance Health insurance Vision insurance Position Summary The Project Manager Lead is responsible for strengthening project delivery by supporting, coaching, and guiding Project Managers while ensuring a consistent and high-quality customer experience. This role focuses on escalation management, maintaining gross margins, team development, and maintaining operational rhythm through structured milestone meetings.. Scope of Role Project Manager coaching and development Customer escalation resolution Milestone Meeting facilitation and project oversight Operational consistency and visibility Knowledge of Insurance guidelines and programs Essential Duties/Responsibilities

Project Management Coaching &

- Development Provide ongoing coaching and mentorship to Project Managers. Conduct regular 1:1 meetings focused on performance, growth, and problem-solving. Review active files to identify coaching opportunities and reinforce best practices. Support underperforming team members through structured improvement plans.

Deliver training on: Scope accuracy Customer communication Cycle time management Job execution standards Customer Escalation Management Serve as the primary escalation point for complex or high‑risk customer situations. Step into files with reputational, carrier, or service concerns.

Support Project

Managers in resolving issues professionally and efficiently. Ensure consistent handling of escalations across all projects. Escalate critical issues to the General Manager when required. Milestone &

- Operations Meetings Lead and facilitate weekly/biweekly milestone meetings. Ensure projects are meeting profitability goals Ensure projects are progressing and key milestones are being met. Identify delays, risks, and bottlenecks early.

Support Project

Managers in resolving workflow challenges.

Operational

Visibility &

- Reporting Monitor overall project performance and service delivery standards.

Track trends in: SLA adherence Cycle times (Truth Score) Customer satisfaction (NPS Score)



Identify and communicate risks or recurring issues to the General Manager. Provide insight and recommendations to improve operational performance.

Process

Consistency &

- Best Practices Ensure consistency in project execution across all Project Managers.

Reinforce standards for: File setup, documentation, scoping, budgeting, and estimating Communication practices Service delivery expectations Identify gaps in execution and recommend solutions to the general manager Support implementation of process improvements as directed by the General Manager. Competency – Knowledge, Skills, and Abilities: Knowledge of Microsoft Office applications (Outlook, Word, Excel, One Drive, Share Point) Knowledge of estimating platforms Excellent Communication skills Managing projects Leadership skills Sales Experience is an asset Construction Experience is an asset Entrepreneurial skills Ability to be assertive, empathetic, inspiring, and engaging with others Ability to learn and operate our primary operating systems and estimating platforms Ability to answer and communicate with independent franchises via phone and email Ability to work with office equipment (fax, computer) Ability to work independently Ability to pass and maintain a satisfactory background check Ability to operate a vehicle safely Stress Management and Composure Problem Solving and Conflict Resolution Maintain a level of confidentiality Follow the Paul Davis Values, Vision, Mission, and 10 Serving Basics All other duties as assigned Required Education and Experience Experience leading teams, offices,



and/or groups Experience with achieving results and exceeding goals Preferred Education and Experience Experience in the restoration industry regarding water mitigation, mold remediation, lead and asbestos abatement, contents cleaning, contents packing, structure cleaning, and reconstruction.

Physical Requirement

Must be able to stay in a stationary position up to 80% of the time Constantly operates a computer and other office productivity machineries, such as a calculator, fax machine, copy machine, and computer printer. Must be able to observe and perceive information on a computer and documents Must be able to communicate and converse with franchisees over the phone and face to face Reasonable Accommodation for Disability

Any applicant or employee, who believes that reasonable accommodation is required for purposes of federal or provincial disability law is required to contact Human Resources to begin the interactive exchange process. A “reasonable accommodation” is a change or adjustment to a job or work environment that allows a qualified individual with a disability, defined as a physical or mental condition that is permanent, ongoing episodic, or of some persistence, and is a substantial or significant limit on an individual’s ability to carry out important functions (or as otherwise defined by federal or provincial law), to satisfactorily perform the essential functions of a particular job and does not cause undue hardship for the employer. Disclaimer

Paul Davis Restoration is an equal opportunity employer and employment equity employer.

Paul Davis

Restoration provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. The is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

📌 Project Manager Lead Paul Davis Restoration of Calgary
🏢 Project Management Institute - Southern Alberta Chapter (PMI-SAC)
📍 Calgary