Senior Project Coordinator

Senior Project Coordinator

Crew2's Senior Project Coordinator is responsible for managing installation projects from initiation through completion while serving as a senior-level resource for the Project Coordination team. This role ensures exceptional customer service, efficient project execution, and financial accuracy by coordinating with customers, installers, vendors, and internal departments. In addition to managing a portfolio of projects, the Senior Project Coordinator provides guidance and mentorship to Project Coordinators, resolves complex escalations, performs quality and financial audits, and partners with Operations Management to drive operational excellence, consistency, and continuous improvement.

Essential Responsibilities

Customer Experience

• Coordinate and manage daily installation schedules to ensure projects are completed on time and within company service standards.
• Serve as the primary point of contact for customers throughout the project lifecycle, providing proactive communication regarding installation schedules, project requirements, and expectations.
• Respond promptly and professionally to customer inquiries, service requests, and concerns, ensuring timely resolution.
• Manage complex customer escalations and installation challenges, working collaboratively with installers and internal teams to deliver positive outcomes.
• Conduct post-installation follow-up to verify customer satisfaction, resolve outstanding concerns, and successfully close projects.
• Maintain accurate and detailed documentation of customer interactions, project status updates, and issue resolution within company systems.
• Monitor customer satisfaction metrics, including Voice of Customer (VOC), cycle time, and service performance, identifying opportunities to improve the customer experience.

Project Coordination & Operations

• Manage multiple installation projects simultaneously from project assignment through completion.
• Coordinate material availability, scheduling, and project milestones to ensure efficient workflow and on-time delivery.
• Review project documentation, measurements, contracts, work orders, and installation requirements for accuracy and completeness.
• Collaborate with Sales, Operations, Warehouse, Customer Service, and other internal partners to resolve project issues and maintain project timelines.
• Proactively identify project risks and implement solutions that minimize delays and improve operational efficiency.
• Ensure compliance with company policies, quality standards, and operational procedures throughout the project lifecycle.

Installer Engagement

• Coordinate and dispatch daily work orders to installation service providers.
• Communicate project expectations, scope of work, and scheduling requirements to installers while ensuring customers are prepared for installation.
• Confirm completion of work, verify installation quality, and ensure customer satisfaction prior to project closeout.
• Build and maintain positive working relationships with installation partners to support engagement, retention, and overall service quality.
• Facilitate respectful, solution-focused communication when addressing installer questions, concerns, or performance issues.
• Ensure accurate and timely installer payments through proper documentation and coordination.

Escalation Management & Team Support

• Serve as an escalation resource for Project Coordinators by providing guidance and resolution for complex installation issues, customer concerns, and job-site obstacles.
• Partner with Project Coordinators, installers, and Operations Management to proactively identify solutions that minimize project delays, reduce escalations, and improve customer satisfaction.
• Analyze recurring operational challenges and recommend process improvements that enhance efficiency and service delivery.
• Act as a subject matter expert for project coordination processes, company procedures, and operational best practices.

Financial Accuracy & Quality Assurance

• Conduct weekly audits of installer pay documentation, including Proformas, EWR documentation, measure uploads, and pay changes, ensuring accuracy, completeness, and compliance with company standards.
• Identify discrepancies that could impact installer payments, project completion, or operational performance, and partner with Project Coordinators to resolve issues promptly.
• Maintain accurate installer pay records by identifying trends, reducing aging items, and improving documentation quality.
• Review and resolve assigned EWR audit failures by correcting documentation and ensuring timely uploads to prevent compliance issues, penalties, and fines.
• Monitor project documentation and financial records to ensure quality, accuracy, and adherence to company policies.

Leadership & Development

• Provide mentorship and operational support to Project Coordinators by sharing best practices, answering procedural questions, and assisting with complex project situations.
• Support the onboarding and training of new Project Coordinators to ensure consistency in…