Installation Quality Manager

About the Company

Preferred Floor & Tile CO. (PF&TCO) is the fastest growing flooring company in the world, headquartered in Charlotte, North Carolina with regional offices in Atlanta, Georgia, Florida, Nashville, and Minnesota. We offer turnkey flooring solutions specializing in National and Regional Home Builders, Single Family Rental (SFR), and Multi-Family Property Management. As a family-owned business, PF&TCO prioritizes building and maintaining quality relationships with our clients. We seek dedicated, hard-working, self-motivated, resourceful, and dependable candidates to deliver unique flooring solutions that keep our customers saying, “Wow, Preferred is amazing!” We provide competitive compensation with endless opportunities for growth within the company.

About the Role

The Installation Quality Manager assists in the development and growth of our installations department through proactive management of flooring and tile projects. This position oversees all ongoing jobs, open cases, pre-walks, and post-walks, identifying areas of improvement within the installations department. You will collaborate with other departments to develop and implement internal processes that enhance quality and end-product delivery. Additionally, this role involves working with our installer base to create real-life career paths and nurturing relationships with a focus on leadership and problem-solving in carpet, LVP, hardwood, and tile installations.

Responsibilities

• Perform scheduled pre-walks to assess tile, hardwood, and carpet projects compared to as-quoted specifications, including confirming design layout, materials needed, and job readiness. Adjust labor rates and instructions based on confirmed information during pre-construction and communicate changes via a pre-walk case to correct quotes, work orders, pick tickets, and other job-related documents.
• Provide daily management and direction for all ongoing jobs, including reviewing work orders, drawings, and internal systems to gather facts and problem-solve professionally and skillfully.
• Coordinate all aspects of jobs, including additional materials and labor, opening cases, securing change orders, addressing material shortages or errors, and managing layout changes.
• Manage all cases with urgency, demonstrating strong conflict management, interpersonal skills, and a servant-leadership attitude.
• Develop and nurture relationships that instill confidence in the company’s ability to manage projects of all sizes.
• Work with the scheduling department on job adjustments, rescheduling, and forecasting installer schedules.
• Attract and onboard new installers with a growth and development strategy.
• Manage work orders within payroll deadlines and resolve payroll or reimbursement disputes with the accounting department.
• Address and escalate personnel conflicts involving installers, field supervisors, or customers.
• Manage all internal CRM communications, including emails, texts, voicemails, and phone calls in a timely manner.

Requirements

• High school diploma or GED; one to two years of related experience and/or training, or an equivalent combination of education and experience. Customer service management experience is required.
• Ability to read, comprehend, and write simple instructions, correspondence, and documents, including proofreading work.
• Basic mathematical skills, including addition, subtraction, multiplication, division, and basic algebraic and geometric calculations.
• Ability to apply common sense to carry out detailed written or oral instructions and solve problems involving concrete variables.
• Proficiency in using multiple software programs, computers, iPhones, tablets, peripheral equipment, databases, spreadsheets, and email.
• Strong oral and written communication skills in English.
• Valid driver’s license with personal car insurance and ability to drive for company business.
• Ability to lift and carry a minimum of 50 lbs and perform frequent kneeling, pushing, and pulling.
• Vision abilities to view documents, drawings, and read handwritten materials.
• Builder experience is required.

Physical Demands

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to sit, reach with hands and arms, see, talk, and hear.
• May need to see details of objects at close range (less than a few feet away).
• Work may involve driving in various weather conditions for off-site meetings with clients, vendors, or prospective clients.
• Specific vision abilities include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job.

• May work indoors and outdoors with exposure to excessive continuous noise, uneven walking surfaces, climbing stairs, or chemical odors on job sites.