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

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