Operations & Project Coordinator

Operations & Project Coordinator

Paul Davis Restoration of Downriver Detroit is building a reputation as the most reliable, responsive, best-documented restoration company in Southeast Michigan. That reputation is earned one job at a time through fast response times, excellent communication, clean documentation, operational consistency, accurate project flow, zero surprises to customers or adjusters, and projects that move quickly without chaos.

This role exists to protect operational speed, documentation quality, communication standards, compliance, and project flow across the life cycle of every job. The Operations & Project Coordinator is not a passive administrative position. This role is operational infrastructure. This position directly supports the operational performance of the Mitigation and Field teams while helping maintain workflow, communication, and compliance across the company during changing workload demands.

The goal is simple: No surprises. No preventable delays. No jobs falling through the cracks.

Core responsibilities include:

• Lead intake, phone coverage & dispatch support
• Job file management & operational quality control
• Compliance, workflow accountability & operational follow-through
• WIP meetings & operational visibility
• Customer, adjuster & communication support
• Vendor, supply & operational logistics coordination
• Invoicing, documentation & collections coordination
• Survey, review & reputation management

Performance expectations include:

• Urgency
• Consistency
• Follow-through
• Communication
• Accountability
• Organization
• Operational awareness
• Meticulous attention to detail

This role is expected to:

• Protect cycle time
• Reduce preventable delays
• Support operational speed
• Improve communication quality
• Maintain compliance
• Support cash flow
• Strengthen customer and adjuster trust

Performance goals include:

• Job Cycle Time ≤ 10 Days
• Mitigation ≤ 90 Days
• Net Promoter Score (NPS) ≥ 80
• Operations Scorecard ≥ 80
• Revenue vs Cost Ratio ≥ 1.3
• Job Cost ≤ 60%
• Zero preventable compliance failures
• Zero overdue critical compliance tasks
• Zero preventable invoice delays caused by missing documentation
• Fast, accurate intake and dispatch response times
• High customer communication consistency
• Increased review volume and referral generation through operational excellence

Competencies and qualifications include:

• Required:
• High school diploma or GED
• Valid driver's license and insurable driving record
• Strong written and verbal communication skills
• High degree of urgency and responsiveness
• Meticulous attention to detail
• Strong organizational and follow-through skills
• Comfortable holding others accountable respectfully and directly
• Ability to work independently in a deadline-driven environment
• Strong computer and software skills using Windows, Office, web browsers, and operational software systems
• Ability to learn industry platforms quickly
• Preferred:
• Restoration, mitigation, construction, insurance, or project coordination experience
• Experience with RMS/DASH, Xactimate, Claims Force, Valudate, Docusketch, SharePoint, or related software
• Experience in customer service, operations coordination, or workflow management
• Experience supporting high-performance teams in fast-paced environments

What success looks like:

• Projects move faster
• Communication improves
• Adjusters receive fewer surprises
• Documentation stays clean
• Customers feel informed
• Invoices go out faster
• Collections improve
• Field teams stay supported
• And ownership spends less time chasing preventable operational problems

This role directly supports the long-term growth, reputation, and operational excellence of Paul Davis Restoration of Downriver Detroit. We are building a company known for speed, excellence, professionalism, communication, and execution. This role is a critical part of that mission.

Schedule & after-hours communication expectations:

• This role primarily operates during standard business hours, Monday–Friday. Due to the emergency-service nature of the restoration industry, this position will participate in limited rotational after-hours communication coverage as assigned.
• After-hours responsibilities may include:
• Receiving and responding to calls escalated from the company answering service
• Gathering accurate loss information and documenting/entering emergency intake/claim details
• Coordinating communication with ownership or field management when required
• Supporting customer communication and operational coordination during active emergency situations
• This role is not expected to perform field labor or emergency mitigation work. The focus of after-hours coverage is communication, intake accuracy, escalation to field management, and operational support as needed.
• Company-observed holidays currently include:
• New Year's Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Day
• Christmas Eve
• New Year's Eve

Compensation:

• $22–25 per hour, based on experience and overall fit
• Opportunities for growth as the company scales
• Company-supported training and development
• Fast-paced, team-oriented environment with high standards and strong operational support

Since 1966, Paul Davis has been an industry leader in the areas of property damage mitigation, reconstruction and remodeling. With more than 370 offices in our franchise network, the company serves residential, institutional, and commercial customers and clients across the United States and Canada.

We have built our heritage one project at a time, establishing a reputation for performance, integrity and responsibility among customers and carriers alike. Whether property damage is caused by water, fire, smoke, storms or other disasters, we deliver on our promise to deliver excellence, expertise and a customer experience that is second to none. At Paul Davis, our passion for quality drives everything we do.

Our Vision:

To Provide Extraordinary Care While Serving People In Their Time Of Need.

Our Values:

Deliver What You Promise

Respect The Individual

Have Pride In What You Do

Practice Continuous Improvement

Our Mission:

To provide opportunities for great people to deliver Best in Class results