ReBath - Operations/Project Manager

Job Description

Job Description

Operations/Project Manager

Location: Troy, MI
Job Type: Full-Time
Department: Operations

Overview

We are seeking a strong, customer-focused Operations/Project Manager to lead cross-functional coordination between Sales, Contract Processing, Job Scoping, and Production . This role is critical to ensuring jobs move from sale to execution with complete, accurate information and a high level of customer satisfaction.

The ideal candidate is highly organized, operationally disciplined, and confident working across multiple departments. This person will serve as an escalation point when files are incomplete, contract details do not align with scope, or customer requirements need clarification before production can move forward.

This is not a passive administrative role. We are looking for a leader who can drive accountability, resolve issues efficiently, communicate directly with customers, and keep projects moving without becoming the default dumping ground for unresolved departmental problems.

Key ResponsibilitiesCross -Department Coordination

• Serve as a key liaison between Sales, Contract Processing, Job Scoping, Production, and the customer
• Ensure jobs move through the pipeline with complete, accurate, and executable information
• Coordinate issue resolution across departments to prevent delays, confusion, and rework
• Help create strong communication and accountability between teams

Sales and Processing Escalation

• Act as an escalation point for Processing when files are incomplete or required information is missing
• Work with Sales to gather all necessary documentation, details, approvals, and job information
• Ensure sales handoffs are complete and accurate before jobs move further into operations
• Help resolve issues that prevent a file from being production-ready

Scoping and Contract Resolution

• Support the Scoping team when field conditions or project requirements do not match the signed contract
• Escalate and resolve scope discrepancies, contract inconsistencies, and other job-related issues
• Coordinate with the appropriate departments to determine next steps, revisions, and approvals
• Help ensure the final scope is accurate and aligned before production begins

Customer-Facing Responsibilities

• Communicate directly with customers to confirm requirements, clarify expectations, and resolve open items
• Ensure all customer requirements are met prior to production
• Provide a high level of professionalism and service throughout the project readiness process
• Identify upsell opportunities when appropriate, including situations where financing may support additional scope

Operational Leadership

• Keep jobs moving by resolving issues quickly and holding the right teams accountable
• Maintain clear boundaries so the role supports solutions without becoming the catch-all for every unresolved problem
• Improve workflow and execution by identifying recurring issues and helping strengthen process discipline
• Partner with leadership to improve handoffs, file quality, cycle time, and customer experience

Qualifications

• 3+ years of experience in operations, project coordination, production support, contract administration, or a related leadership role
• Experience working cross-functionally with sales, operations, customer service, and field or production teams
• Strong customer communication and conflict resolution skills
• Ability to manage multiple priorities and keep projects moving in a fast-paced environment
• Strong problem-solving skills and sound operational judgment
• Proven ability to drive accountability across departments
• Experience in construction, remodeling, home improvement, restoration, or other project-based service industries preferred

Skills and Competencies

• Cross-functional leadership
• Escalation management
• Customer service
• Contract and scope review
• Process improvement
• Communication and follow-through
• Problem solving
• Time management
• Accountability
• Team collaboration

What Success Looks Like

• Files are complete and accurate before reaching production
• Scope and contract discrepancies are resolved quickly and correctly
• Customers feel informed, supported, and confident
• Departments work together with stronger accountability and fewer bottlenecks
• Operational issues are solved efficiently without the role becoming a problem dumping ground

Why Join Us

• Key leadership role with direct impact on operational performance and customer satisfaction
• Opportunity to build stronger processes and improve execution across departments
• Collaborative environment with visibility across the business
• Ability to make a measurable difference in job readiness, workflow, and customer outcomes