Roofing Project Coordinator, Service Delivery

About RoofMarketplace

RoofMarketplace is the best place to buy a roof. We give homeowners a simpler, more transparent way to replace their roof, whether the project is paid out of pocket or through an insurance claim. Through a network of vetted roofing contractors and close partnerships with insurance carriers, we offer a clear, reliable experience from bid to final inspection.

The Role

Once a homeowner selects their roofer, the project moves to a dedicated Roofing Project Coordinator. From that point on, you are responsible for delivering on what the homeowner was promised: a well-managed project, clear communication and a smooth path to completion.

Every project involves several parties: the homeowner, the contractor and, on insurance projects, the adjuster. Each one has its own needs and timelines. The Project Coordinator keeps them aligned, owns communication, timelines and escalations, and makes sure everyone knows where the project stands and what comes next.

The role calls for judgment, not just execution. We have established processes and tools, but strong coordinators look past the next step: they anticipate where a project could stall, address issues before they escalate, and own the outcome when something does go wrong. You will manage your own portfolio, set your own priorities, and be accountable for the results.

This is an office-based role, not a field position. You will not be on roofs or job sites; your work is done by phone, email and our project management systems.

Responsibilities

• Own a portfolio of active roofing projects from contractor selection through completion
• Serve as the homeowner’s dedicated point of contact, giving proactive updates so they always know the status of their project
• Coordinate with contractors and insurance adjusters to keep schedules, scope and documentation on track
• Anticipate potential delays and issues, and act before they affect the homeowner experience
• Own escalations from start to finish: assess the situation, bring in the right people, and drive it to resolution
• Represent RoofMarketplace’s standard of service in every interaction and reinforce the value of the experience homeowners chose
• Maintain accurate, current project records that give visibility across the Service Delivery team
• Identify patterns and recommend improvements to processes, communication and tools

Qualifications

• 3+ years of experience owning a portfolio of customer projects or accounts,
  with responsibility for outcomes
  , in project coordination, account management, customer success or operations
• Strong critical-thinking skills, with sound judgment about priorities, risks and next steps
• A record of owning outcomes and following through without direction
• Confident, professional communication by phone and in writing, including difficult conversations
• Exceptional attention to detail and the organization to manage many active projects at once
• Comfort working in CRM or project-management systems
• Experience in roofing, construction, home improvement or property insurance