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One Day Roofing, a subsidiary of Skyline Roofing Partners, is looking to bring on a new Customer Success and Production Manager. This role is responsible for helping customers have a positive and well-communicated experience throughout the roofing installation process. This is a full-time, in-office position that works closely with customers, the internal production team, and roofing crews to monitor active installations, provide updates, answer questions, and resolve concerns as they arise. A significant portion of the role will be spent communicating with customers by phone, particularly on the day of installation. This person will check in with customers throughout their project, communicate schedule or project updates, discuss unexpected conditions such as damaged roof decking, and help ensure the customer understands what is happening at each stage of the installation. The ideal candidate is organized, calm under pressure, comfortable handling difficult conversations, and committed to creating an excellent customer experience. Key Responsibilities Serve as a primary customer contact throughout the roofing installation process Make scheduling update calls and communicate changes, delays, or important project information Contact customers on the morning of installation to confirm the project is underway and answer any initial questions Check in with customers throughout the installation to provide updates and address concerns Complete final customer satisfaction calls after the installation is finished Confirm that customers are satisfied with the completed work before transitioning the account to the collections team Maintain a professional, helpful, and reassuring tone during all customer interactions Set clear expectations and make sure customers understand the installation process Monitor active roofing installations through project photos, crew updates, and communication with the production team Stay informed about the progress and status of each active installation Communicate relevant installation updates to customers in a timely manner Coordinate with the internal production team when questions, delays, property concerns, or unexpected conditions arise Communicate with roofing crews or subcontractors when necessary to gather information or resolve a customer concern Help ensure that information provided to customers is accurate and consistent Communicate with customers when damaged, wet, rotten, or delaminated roof decking is discovered during an installation Explain why wood replacement is necessary and how it affects the roofing project Review available photos and information so the customer can clearly understand the condition of the roof decking Work with the production team to confirm wood replacement quantities and project detail Obtain customer acknowledgment or approval for additional wood replacement when required Document all conversations, approvals, and relevant project updates in the company system Escalate unusual, high-cost, or disputed wood replacement situations to the General Manager Respond promptly to customer questions, frustrations, and concerns during the installation process Work to resolve common customer issues professionally and efficiently Remain calm and solutions-focused when speaking with unhappy or concerned customers Coordinate with the production team to identify appropriate solutions Communicate realistic timelines and next steps to customers Escalate major complaints, financial disputes, property damage concerns, or complex issues to the General Manager Follow up with customers to confirm that concerns have been addressed What We Are Looking For 2-3 years of experience in construction, roofing, project coordination, or a related trades/operations role (roofing experience a plus, not required Strong organizational skills and comfort managing multiple jobs at once Clear, professional communicator, comfortable talking with crews, customers, and vendors Problem-solver who stays calm and adapts when schedules or conditions change Comfortable with basic scheduling/project software, spreadsheets, and mobile apps Ability to walk job sites and occasionally access roofs for inspections A drive to grow into a senior operations leadership role Preferred (Not Required) Experience with roofing-specific software (e.g., AccuLynx, JobNimbus, or similar) Bilingual (English/Spanish) Compensation and Benefits Competitive salary, commensurate with experience Performance-based bonus opportunities tied to production and quality metrics Growth path toward Senior Operations Manager as skills and job volume grow Company vehicle allowance or mileage reimbursement for job-site travel On-the-job training and mentorship from company leadership One Day Roofing is an equal opportunity employer. We encourage candidates of all backgrounds to apply.

Pay:

From $50,000.00 per year

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Health savings account Paid time off

Work Location:

In person