Arch Systems, LLC

Compensation

Full Description

Position Summary The Project Manager serves as the dedicated operational “control tower” for site verification work, functioning like a helpdesk-style PM who actively manages intake, assignment, scheduling coordination, and SLA performance. This role ensures every customer-issued inspection is promptly triaged, logged, assigned, and tracked to completion. The Project Manager coordinates in real time through the RMS system and by phone with Inspectors, Site Coordinators, and Site Managers to keep inspections moving, remove blockers, and prevent SLA misses. Primary ResponsibilitiesSLA Ownership & Operational Control • Own day-to-day SLA performance across all inspection/site visit workstreams, ensuring timeliness and accuracy targets are met. • Maintain a live operational view of open inspections, due dates, priorities, and blockers; drive mitigation actions to prevent late work. • Track key performance metrics (aging, backlog, due-soon items, completion throughput) and provide routine status reporting to leadership. • Identify recurring issues (capacity, scheduling constraints, access problems) and implement corrective actions, including reassignment or surge coordination. RMS-Based Intake, Tracking, and Assignment • Serve as the primary operator for RMS to intake new inspection requests, create/maintain records, assign inspections, document updates, and ensure complete closure notes. • Ensure every inspection is assigned promptly upon receipt, with confirmation of ownership and expected execution timelines. • Keep RMS status current and accurate to support audit readiness and operational visibility. • Use RMS and phone coordination to validate site details, confirm scheduling, and prevent missed or delayed inspections. Field Coordination (Inspectors, Site Coordinators, Site Managers) • Coordinate daily with Inspectors to confirm assignment acceptance, scheduling, readiness, and completion status. • Work closely with Site Coordinators and Site Managers to resolve scheduling conflicts, site access issues, contact challenges, and reschedule needs. • Manage last-mile execution follow-through: reminders, updates, escalation of blockers, and final closure verification. After-Hours / Weekend / Late-Night Coverage • Provide operational coverage outside standard business hours as required, including evenings, late nights, and weekends, to triage incoming customer inspections and ensure immediate assignment and coordination. • Maintain an on-call mindset during high-volume periods or when customer inspections are received outside normal hours. • Ensure weekend/after-hours inspection requests do not sit unassigned and are actively progressed to protect SLA performance. Quality & Compliance Support • Enforce consistent documentation practices and workflow discipline so inspections are traceable from intake through completion. • Support readiness for customer reviews/inspections by maintaining complete records, assignment history, and status evidence in RMS. Required Qualifications • 8–10+ years of experience in operations program management, service delivery, helpdesk/service desk management, dispatch coordination, or SLA-driven project management. • Demonstrated ability to manage high-volume, time-sensitive intake → assignment → completion workflows. • Experience working in a case/ticketing/work management platform (RMS or similar) with strong documentation habits. • Proven ability to coordinate across distributed teams and multiple roles while maintaining urgency and clarity. • Strong phone and written communication skills, including escalation judgment and stakeholder coordination. Preferred Qualifications • Experience supporting inspections, audits, field services, or geographically distributed operations. • Familiarity with compliance-oriented environments where timeliness, documentation, and accuracy are performance critical. • PMP/CAPM, ITIL, or similar operational/service delivery certification. Core Competencies • SLA management and performance tracking • Intake triage and rapid assignment discipline • Dispatch-style coordination and escalation management • High responsiveness and operational ownership • Detail-oriented tracking and audit-ready documentation • Calm execution under after-hours/weekend urgency