Head of Project Management

Benefits:
401(k)
Dental insurance
Health insurance
Vision insurance
About CRDN
CRDN is the leading expert in textile, electronic, art, and contents restoration. We restore peace of mind to our customers after they have suffered loss due to fire, water, or wind disasters. Our expertise and commitment to excellence have made us a trusted partner for insurance companies, helping families recover from unexpected damage to their personal belongings.

Position Overview
CRDN is seeking a motivated and detail-oriented Project Manager to join our team in Memphis, TN. This role is responsible for managing restoration projects from initial loss inspection through project completion, working closely with insured customers, insurance adjusters, and internal operations teams.

The Project Manager serves as the primary point of contact for customers and plays a key role in project scoping, approvals, client relations, team coordination, and profitability of projects.

Key Responsibilities

Project Scoping & Job Setup
Receive new project assignments from Operations and/or Sales.
Contact the insured to schedule site inspections.
Conduct on-site inspections including still photos and 360° images.
Listen to the insured’s account of the loss and build a detailed project report.
Explain services, answer questions, and guide the insured through the authorization process.
Estimate project value using box/item/bag counts.
Coordinate with Operations to assemble the appropriate field team.
Prepare profit and loss projections.
Create preliminary estimates using Xactimate.
Draft detailed “story” emails to insurance adjusters requesting written approval to proceed.
Approval & Insurance Coordination
Contact adjusters daily (phone, email, or in person) to obtain estimate approvals.
Request pre-approvals for:
Subcontractors
Specialized equipment
Additional or weekend labor
Waste containers
Develop knowledge of insurance programs and billing practices to ensure compliance.
Customer Experience & Marketing
Serve as the first point of contact for new customers.
Build trust and create a strong first impression during the scoping phase.
Secure signed authorizations to begin work.
Identify opportunities to expand project scope where appropriate.
Build relationships with adjusters and industry partners to generate future business.
Project Planning & Documentation
Create detailed Project Memorandums / PM Notes outlining:
Room-by-room work instructions
Estimated project timelines
Special equipment requirements
Site access instructions (lockbox codes, contacts, etc.)
Ensure CSR and field teams have clear guidance to minimize miscommunication.
Field Leadership & Training
Visit job sites daily to support and train field teams.
Provide coaching on documentation, packing procedures, and handling contents safely.
Ensure work is performed accurately and efficiently.
Customer Service
Act as the primary contact for the customer throughout the project.
Address issues with empathy, professionalism, and urgency.
Coordinate with Operations to resolve issues such as:
Missed items
Damage claims
Additional service needs
Deliver settlement checks and obtain signatures when resolutions are finalized.
Communication & Project Updates
Follow up with customers after deliveries to ensure satisfaction.
Provide adjusters with updates including:
Start of work
Pack-out completion
Invoice finalization
Non-salvage lists
Delivery completion
Damage resolutions
Financial Management
Track materials used and project costs in PSA.
Maintain job cost spreadsheets and project P&L.
Submit commissions on completed work.
Review and approve contents invoices for accuracy.
Collections Support
Assist in ensuring invoices are paid.
Follow up with customers or adjusters when needed, as commissions are tied to payment completion.
Qualifications
Experience in restoration, insurance claims, or project management preferred.
Knowledge of estimating software such as Xactimate strongly preferred.
Strong customer service and communication skills.
Ability to manage multiple projects and deadlines.
Comfortable working both in the field and in an office environment.
Detail-oriented with strong documentation skills.
Valid driver’s license and ability to travel locally to job sites.
What We Offer
Competitive salary + commission opportunities
Career growth in the restoration industry
Hands-on leadership role with significant client interaction
Supportive operations and administrative team