Head of Reconstruction Coordination

Thomasville Restoration•Baltimore, MD

10d•$75,000 - $85,000

About The Position

Thomasville Restoration's vision is to be the #1 most trusted and respected restoration company. To help achieve this goal and support our growth, we are adding a Head of Coordination, Reconstruction & Roofing. The Head of Coordination is responsible for the overall leadership, execution, compliance, and performance of Thomasville Restoration’s coordination operations for the Reconstruction and Roofing divisions. This role serves as the department leader for all incoming reconstruction and roofing claims and ensures that claims are received, assigned, communicated, and coordinated efficiently while maintaining exceptional member experience, operational compliance, and KPI performance. The Head of Coordination oversees coordination personnel, incoming call management, after-hours communication processes, workflow accountability, and technology utilization to support streamlined operations and scalable growth. This position plays a central operational role by supporting the Reconstruction team, ensuring communication systems and project workflows operate efficiently, and helping develop and optimize technology, scripting, and communication processes that support sales, project progression, and member engagement.

Requirements

Strong leadership and personnel management ability.
Excellent communication and conflict-resolution skills.
High level of organization and operational awareness.
Ability to manage multiple priorities in fast-paced environments.
Experience with communication systems, call management, and workflow technology.
Strong understanding of customer communication and sales-support processes.
Commitment to accountability, urgency, and continuous improvement.

Nice To Haves

Speed to first contact
Scheduling liaison appointments as quickly as possible
Reducing cycle time from intake to on-site liaison deployment
Call scripting adherence and communication quality
Work authorization conversion performance

Responsibilities

Provide direct leadership and oversight for all Reconstruction Coordinators.
Develop departmental standards, accountability systems, and workflow expectations.
Promote a culture of professionalism, urgency, communication, and service excellence.
Ensure departmental alignment with Thomasville Restoration standards and operational objectives.
Oversee all incoming Reconstruction and Roofing claims.
Ensure proper claim intake, assignment, and routing.
Maintain visibility of team workloads and coordination capacity.
Ensure efficient progression from first contact through project scheduling and field deployment.
Oversee incoming call management and departmental responsiveness.
Manage and improve after-hours communication procedures.
Develop escalation protocols and communication standards.
Ensure continuity of communication and exceptional member experience.
Utilize current technologies to streamline operational workflows and compliance.
Help develop and maximize phone system capabilities.
Improve script presentation, sales-support communication, and customer engagement workflows.
Develop and improve text messaging and follow-up communication systems.
Help integrate communication systems with project management software to maximize visibility and efficiency.
Identify automation and process-improvement opportunities.
Hiring participation and staffing recommendations
Training and onboarding oversight
Coaching and performance development
Corrective action and accountability management
Yearly and bi-yearly performance reviews
KPI monitoring and improvement planning
Team development and leadership