Project Manager, Customer Operations

Job Description

Job Description

National Carwash Solutions (NCS) is one of the largest providers of car wash equipment, chemicals, parts, and service in North America. With a field service network and operations team spanning the continent, NCS partners with operators from single-site independents to large multi-site chains, supporting every stage of the car wash lifecycle from installation through ongoing service. We are growing rapidly and investing in the people, processes, and technology that make that growth sustainable.

 

The Opportunity

This role sits at the center of how NCS delivers for its customers. As we scale and professionalize our project management function, the Project Manager (PM), Customer Operations, carries end-to-end ownership of our most complex customer engagements — high-volume accounts, multi-site corporate operators, and high-value or high-risk installations where execution precision directly affects customer retention.

This is not a coordinator role. The PM, Customer Operations is the single point of accountability from contract through the post-installation warranty period, and is expected to bring both operational rigor and sound judgment to every project they manage. Strong candidates will have led complex, multi-stakeholder projects in an adjacent industry and will be able to demonstrate how their experience translates to this environment.

 

Key Responsibilities

Post-Contract through Order Setup

• Take ownership of the full project at contract signing — validating the completeness and accuracy of the handoff package before initiating order creation in the order management system.
• Conduct a peer review of every sales order prior to production release, verifying that all order details align with the signed contract.
• Identify and escalate handoff errors to the appropriate department, and maintain a log of recurring issues to inform training and process improvements.

 

Order Processing & Change Management

• Manage all change order activity post-contract — securing required approvals, updating orders, coordinating downstream purchasing, and confirming revised timelines with all parties.
• Triage and resolve order management issues, including corrections to open orders and coordination with relevant teams on purchase order discrepancies.

 

Fulfillment & Shipping

• Own ship date management from order release through delivery, proactively monitoring production and communicating changes to customers and internal teams.
• Track third-party and intercompany shipments, following up on delays and keeping customers informed throughout.
• Coordinate pre-shipment confirmation calls with customers to verify order accuracy and align on scheduling.

 

Pre-Installation through Commissioning

• Lead pre-installation calls for every install order, confirming site readiness, logistics, and any outstanding items with the customer, install team, and sales representative.
• Serve as the single internal point of contact for all order-related questions across Sales, Plants, Supply Management, and the Install team — routing issues to the right owner and escalating to leadership when service levels are not met.
• Manage all customer-facing project communication post-contract, including shipment updates, backorder notifications, and punch list resolution. Engage the sales representative only when the commercial relationship is at risk.
• Verify invoice accuracy and confirm payment and order closure prior to final billing.
• Complete project commissioning sign-off once all deliverables are finalized.

 

Post-Installation & Warranty

• Conduct structured post-installation check-ins at 30, 60, and 90 days to confirm equipment is operational and resolve any outstanding items.
• Manage warranty claims through the full warranty period, transitioning post-warranty concerns to the appropriate support team and coordinating RMA processing as needed.
• Capture and share customer feedback with internal stakeholders to support continuous improvement.

 

Required Qualifications

• 1-3 years of experience in project management, order management, or operations — preferably in manufacturing, construction, equipment distribution, or a related field.
• Strong communication and relationship-building skills; able to represent NCS credibly with both internal teams and external customers.
• Ability to manage a portfolio of concurrent projects and make sound prioritization decisions under pressure.
• Comfort navigating CRM, ERP, or order management platforms; ability to quickly learn new systems.
• Bachelor’s degree in Business, Project Management, Operations, Construction Management, or equivalent combination of education and experience.

 

Preferred Qualifications

• PMP certification or equivalent project management credential.
• Experience with platforms such as Salesforce, NetSuite, or Procore, or comparable tools in adjacent industries.
• Background managing corporate or multi-site customer accounts.
• Familiarity with the car wash or facilities/equipment services industry.

 

Benefits

Grow your career supported by an energized and passionate team, professional development, training, flexibility and opportunities for advancement. We offer competitive wages and benefits including comprehensive health, dental and vision coverage, matching 401(k), paid time off and more.

Physical Requirements & Work Environment

This role is primarily office-based with occasional travel to customer sites or NCS facilities. Physical requirements reflect the essential functions of the position:

 

Activity

None

< 3 hrs/day

3–6 hrs/day

> 6 hrs/day

Stand

 

 

X

 

Walk

 

 

X

 

Sit

 

 

X

 

Use hands to finger, handle, & feel

 

X

 

 

Reach with hands & arms

 

 

X

 

Stoop, kneel, crouch

 

X

 

 

Climb

 

X

 

 

Balance

 

X

 

 

Talk or hear

 

X

 

 

Look at a computer screen

 

 

 

X

Lift up to 75 lbs.

 

X

 

 

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management retains the right to change job duties and responsibilities at any time, based on business need.

Equal Opportunity Employer

NCS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by federal, state, or local law.

NCS is a drug-free workplace.