Position Summary
Support Project Managers throughout the entire restoration process—from emergency response through mitigation, estimating, reconstruction, invoicing, and project closeout.
You'll work with customers, adjusters, subcontractors, estimators, accounting, compliance, mitigation, and rebuild teams to ensure every project moves forward efficiently.
Key Responsibilities
Project Coordination & Scheduling
- Support the Project Manager in coordinating assigned files from initial intake through mitigation, estimating, approvals, scheduling, production, invoicing, and project closeout.
- Maintain complete visibility on project status, upcoming milestones, outstanding actions, approvals, documentation, and customer commitments across multiple active files.
- Create, update, and maintain detailed project schedules using Project Libre or other approved scheduling software.
- Coordinate all project activities including:
- Customer appointments
- Site inspections
- Trade scheduling
- Material deliveries
- Equipment requirements
- Permit inspections
- Deficiency completion
- Final walkthroughs
- Ensure project schedules remain current and communicate schedule changes to all stakeholders.
Customer & Stakeholder Communication
- Serve as a primary administrative contact for homeowners, tenants, property managers, adjusters, consultants, subcontractors, and vendors.
- Maintain proactive communication throughout each stage of the restoration process.
- Respond promptly to phone calls, emails, and customer inquiries.
- Escalate concerns before they become project delays.
- Ensure customers receive a consistent and professional experience throughout the project lifecycle.
Documentation & File Management
- Maintain complete and accurate project documentation in RMS, Encircle, and all approved company systems.
- Ensure all project files contain:
- Work Authorizations
- Photos
- Docusketch files
- Daily notes
- Site reports
- Purchase Orders
- Change Orders
- Customer communications
- Completion Certificates
- Warranty documentation
- Ensure documentation is updated in real time and complies with Paul Davis Ottawa SOPs.
Purchase Orders & Financial Controls
- Create, issue, track, and close Purchase Orders in accordance with company purchasing policies.
- Verify subcontractor pricing aligns with approved budgets.
- Coordinate vendor documentation required for payment.
- Monitor committed costs against approved project budgets.
- Assist the Project Manager in protecting project profitability through strong cost control and documentation.
Invoicing & Financial Administration
- Assist Project Managers with preparing projects for invoicing.
- Verify that all required documentation is complete before invoices are submitted.
- Confirm labour, subcontractor costs, materials, change orders, and supporting documentation are accurately reflected.
- Coordinate with Accounting to resolve invoicing discrepancies.
- Assist with progress billing and final invoicing.
- Ensure completed projects move to invoicing without unnecessary delays.
- Help reduce Work-in-Progress (WIP) by proactively identifying files ready for billing.
Service Level Agreement (SLA) Compliance
- Monitor all active files to ensure Service Level Agreements (SLAs) are achieved.
- Track required customer touchpoints and documentation timelines.
- Monitor estimate submission deadlines.
- Track approval timelines.
- Monitor scheduling commitments.
- Escalate files at risk of missing SLA targets.
- Support continuous improvement initiatives by identifying trends affecting cycle times and customer service.
Production Coordination
- Participate in weekly Production Meetings.
- Prepare project updates and status reports for discussion.
- Track action items assigned during production meetings.
- Follow up to ensure commitments are completed.
- Identify bottlenecks preventing project progression.
- Assist in workload balancing between Project Managers.
- Monitor project schedules against production capacity.
Estimating Support
- Coordinate documentation required for estimate preparation.
- Ensure field information is complete before estimates are written.
- Support estimate revisions and supplements.
- Assist in gathering additional documentation requested by insurers.
- Coordinate estimate approvals with Project Managers.
Quality Assurance
- Monitor deficiencies until complete.
- Coordinate warranty items.
- Schedule final inspections.
- Confirm customer satisfaction prior to closeout.
- Ensure projects meet Paul Davis quality standards.
Cross-Department Coordination
Work collaboratively with:
- Project Managers
- Mitigation
- Reconstruction
- Estimating
- Contents
- Compliance
- Accounting
- Business Development
- Operations
- Vendors
- Subcontractors
- Insurance Adjusters
to ensure seamless project delivery from first notice of loss through final completion.
Reporting & Operational Support
- Prepare reports for Operations and Production meetings.
- Monitor project KPIs.
- Assist in forecasting upcoming workload.
- Identify aging files requiring attention.
- Track project milestones.
- Maintain project dashboards.
- Support CAT reporting during surge events.
Continuous Improvement
- Identify workflow improvements.
- Recommend process efficiencies.
- Support implementation of new SOPs.
- Assist with software adoption and process standardization.
- Promote a culture of accountability, urgency, and continuous improvement.
Key Performance Indicators (KPIs)
Success in this role will be measured by:
- SLA compliance
- Project schedule accuracy
- Documentation completeness
- Purchase Order accuracy
- Invoice turnaround time
- Project cycle time
- Customer satisfaction
- File audit scores
- Production meeting preparedness
- Reduction in WIP aging
- On-time project closeouts
- Communication responsiveness
- Internal stakeholder satisfaction
