Customer Experience Project Manager

Job Description

Job Description

Job Title: Customer Experience Project Manager

Reports To: Director of Production

Location: Oahu, Hawaii

About the Role

At Pristine Painting and Coatings, we don’t just paint — we deliver a seamless, stress-free experience for our clients. We’re looking for a Customer Experience Project Manager who thrives on communication, conflict resolution, and multitasking. In this role, you’ll be the primary point of contact for clients, empowered to resolve issues on the spot, coach crews in the field, and oversee 4-5 projects at once without missing a detail.

If you love being in the field, solving problems with professionalism, and leading teams while keeping customers delighted, this is the role for you.

Key Responsibilities

Customer Experience Leadership

• Serve as the primary point of contact for clients from project start to finish.

• Provide proactive daily updates (calls, texts, or emails) so clients never wonder about the status of their project.

• Resolve escalated customer concerns directly and professionally, using conflict resolution skills to preserve relationships.

• Make on-the-spot decisions (scope adjustments, schedule shifts, small credits/repairs) within Pristine Painting and Coatings standards to protect trust and project flow.

Project Ownership & Organization

• Act as the “quarterback” of 4-5 active projects, ensuring schedules, budgets, and crews stay aligned.

• Translate estimates into detailed work orders, task lists, and jobsite expectations.

• Monitor project progress and provide real-time solutions to keep jobs on pace.

• Maintain clear and consistent documentation of scope changes, checklists, and updates in our systems.

Crew Coaching & Leadership

• Partner with Crew Leaders and painters to ensure quality and adherence to Pristine Painting and Coatings standards.

• Provide in-field coaching, feedback, and support to develop strong teams.

• Recognize challenges early and implement solutions alongside the Director of Production.

• Mentor team members and help identify emerging leaders in the field.

Financial Management & Profitability

• Budget Accountability: Take full ownership of project budgets, ensuring all work remains within the established financial goals.
• Job Costing: Perform detailed job costing analysis to track labor, materials, and overhead against the initial estimate.
• Margin Protection: Monitor profit margins in real-time and identify early when a project is trending toward "over-goal" metrics.
• Variance Recovery: Implement corrective actions immediately when a project deviates from budget or production targets.

Quality & Closeout

• Conduct thorough walkthroughs to confirm all work meets Pristine Painting and Coatings standards before completion.

• Secure payment and collect 5-star Google Reviews within 24 hours of project closeout.

• Ensure job sites are safe, clean, and professionally presented at all times.

Required Skills & Qualifications

• Proven project management experience in trades, construction, or painting.

• Exceptional communication skills: proactive, professional, and confident under stress.

• Strong conflict resolution skills with the ability to turn challenges into solutions.

• Highly organized and capable of managing 4-5 simultaneous projects without losing focus.

• Experienced in team leadership and coaching.

• Tech-savvy with tools like Google Chats, Google Workspace, Company Cam, and Drip Jobs (preferred).

• English.

• Valid driver’s license

• Must currently reside on the island of Oahu

• Ability to successfully pass a pre-employment drug screening and comprehensive background check

Compensation & Benefits

• Starting salary: $72,800/year + performance bonuses

• Health, dental, drug and vision insurance

• 401(K) Retirement Plan

• Cell phone and required tech provided

• Quarterly Team Bonding

• Career growth opportunities within Pristine Painting and Coatings