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
- Constantl

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