Customer Experience Project Manager

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 team