Project Manager, Customer Operations

National Carwash Solutions•Grimes, IA

14h

About The Position

The Project Manager, Customer Operations owns complex customer engagements end to end, from contract signing through the post-installation warranty period. The role supports high-volume accounts, multi-site corporate operators, and high-value or high-risk installations, serving as the single point of accountability for project execution and customer communication. It requires operational rigor, sound judgment, and the ability to manage complex, multi-stakeholder projects. The Project Manager validates contract handoffs, reviews sales orders, manages changes, and oversees order processing, fulfillment, shipping, pre-installation, commissioning, and warranty activities. The position coordinates across customers and internal teams, including Sales, Plants, Supply Management, and Installation, and contributes to process improvement through issue tracking and customer feedback. The role is primarily office-based, with occasional travel to customer sites or NCS facilities. Physical activities include standing, walking, sitting, reaching, using hands, stooping, kneeling, crouching, climbing, balancing, talking, hearing, and looking at a computer screen; lifting up to 75 pounds is also listed.

Requirements

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

Nice To Haves

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

Responsibilities

Take ownership of projects at contract signing and validate the completeness and accuracy of handoff packages before initiating order creation.
Peer-review every sales order before production release to verify alignment with the signed contract.
Identify and escalate handoff errors and log recurring issues to inform training and process improvements.
Manage post-contract change orders by obtaining approvals, updating orders, coordinating downstream purchasing, and confirming revised timelines.
Triage and resolve order management issues, including open-order corrections and purchase order discrepancies.
Manage ship dates from order release through delivery, monitor production, and communicate changes to customers and internal teams.
Track third-party and intercompany shipments, follow up on delays, and keep customers informed.
Coordinate pre-shipment confirmation calls to verify order accuracy and align scheduling.
Lead pre-installation calls to confirm site readiness, logistics, and outstanding items with customers, the installation team, and sales representatives.
Serve as the internal point of contact for order-related questions across Sales, Plants, Supply Management, and the Installation team; route issues and escalate when service levels are not met.
Manage customer-facing project communications after contract, including shipment updates, backorder notifications, and punch list resolution.
Verify invoice accuracy and confirm payment and order closure before final billing.
Complete project commissioning sign-off once deliverables are finalized.
Conduct structured post-installation check-ins at 30, 60, and 90 days to confirm equipment is operational and resolve outstanding items.
Manage warranty claims through the warranty period, transition post-warranty concerns to the appropriate support team, and coordinate RMA processing as needed.
Capture and share customer feedback with internal stakeholders to support continuous improvement.