Installation Service Manager-Residential Exterior Home Improvemt

THE ROOF DEPOT LLC•Houston, TX

31d•$60,000 - $70,000•Hybrid

About The Position

We are a trusted contractor specializing in replacement windows, siding, roofing, decks and fences. Partnering with a leading big-box retailer in the home improvement industry, we help homeowners protect and enhance their properties with high-quality products and services. We’re searching for an experienced Installation Service Manager to oversee and elevate our residential exterior projects—including replacement windows, siding, roofing, decks, and fences in the Houston, Texas and surrounding areas. If you're energized by coordinating skilled crews, solving challenges on the fly, and ensuring every project exceeds homeowner expectations, this is your opportunity to shine. Join a growing company where your leadership drives quality, your ideas are valued, and your expertise helps turn house into homes. The Installation Specialist (ISM) is responsible for assisting with the customer experience throughout the install job life cycle. This includes performing technical measures, assessing pre-existing conditions, and performing product affirmations. The ISM will conduct Job Site Inspections (JSIs) to review quality of work, conduct service provider badging checks, and meet with customers to ensure the install experience is consistent with America’s Best Choice standards. Responsibilities will further include resolving customer complaints, making decisions needed to prevent cycle-time delays, working with service providers to resolve issues, and approving or escalating project changes prior to moving forward. At the end of the install process the ISM will ensure all open items are completed to the customer’s satisfaction.

Requirements

Performing technical measures
Assessing pre-existing conditions
Performing product affirmations
Conducting Job Site Inspections (JSIs)
Conducting service provider badging checks
Resolving customer complaints
Making decisions needed to prevent cycle-time delays
Working with service providers to resolve issues
Approving or escalating project changes
Ensuring all open items are completed to the customer’s satisfaction
Ensuring timely customer follow-up
Resolving open questions or job changes
Resolving job-in-process items such as scope of work changes, add-labor items, and material needs.
Inspecting the work to ensure industry construction standards are adhered to
Addressing customer questions
Ensuring job scope changes are documented
Managing timely closure of all open services within assigned area
Resolving open services
Resolving jobs-on-hold
Initiating change of scope requests to drive efficient job life-cycle timelines
Using reporting and related systems to provide overall customer experience and accuracy at install

Nice To Haves

Construction/home improvement industry experience.
Prior experience managing residential home improvement install projects.
Bilingual in English & Spanish

Responsibilities

Initiates and maintains regular communication with customers across the install life-cycle, ensures timely customer follow-up, and resolves open questions or job changes; Resolves job-in-process items such as scope of work changes, add-labor items, and material needs.
Manages all jobs from after sale to completion. This will involve assessing pre-existing conditions, performing product affirmations, and performing technical measures; After the installation begins, the ISM is responsible for performing Job Site Inspections (JSIs) which includes conducting service provider badge checks, inspecting the work to ensure industry construction standards are adhered to, addressing customer questions, ensuring job scope changes are documented, and ensuring the overall install experience is meeting or exceeding the customer’s expectations; Manages timely closure of all open services within assigned area.
Assists in management of customer inquiries across the install life cycle, resolves open services, and resolves jobs-on-hold; Initiates change of scope requests to drive efficient job life-cycle timelines; Uses reporting and related systems to provide overall customer experience and accuracy at install.