Project Solutions Manager
4 days ago
Knoxville
Job Description SETTING Pattison ID is a highly successful, North American Company growing organically and through ongoing acquisitions. It is one of the world’s largest sign and physical branding element companies, with seven (7) manufacturing facilities, eight (8) sales and operations offices and over 1000 employees across North America. Pattison ID has many segments, such as Signage, Architecture, Digital, Maintenance and Leasing. The company is dedicated to absolute customer satisfaction and the ultimate quality in its products and services. The culture of the company is focused on performance and accountability and supports employee empowerment and development. The company operates independently within The Jim Pattison Group, headquartered in Vancouver, and comprised of over 605 locations worldwide. The Jim Pattison Group is broadly based across the automotive, media, packaging, food sales and distribution, magazine distribution, entertainment, export, and financial industries. With sales of over $15 billion in 2022 and more than 49,500 employees, the Jim Pattison Group is the second-largest private company in Canada. Role Purpose We are seeking an experienced Project Solutions Manager. The Project Solutions Manager is the technical backbone of the ITSD organization, accountable for stabilizing and strengthening the Project Management experience through clear standards, technical guidance, training, and proactive problem prevention. This role exists to remove ambiguity, reduce rework and delays, and enable PMs to manage projects with confidence, while ensuring installers and field teams are consistently set up for success. The PSM translates field realities, technical requirements, and customer expectations into repeatable processes, tools, and training that improve quality, margin, and customer experience across all installation programs. Direct Reports Primary Scope of Accountability • PM technical enablement and stress reduction, • Installation standards, documentation, and technical clarity, • Quality control and non-conformity prevention (upstream), • PM support systems, intake, and prioritization, • Alignment between PMs, Field Services, Codes & Permitting, • Core Responsibilities, • Program launches, • Surveys and site conditions, • Scope interpretation Establish the foundation for a future Training Academy & digital library Ensure PMs understand: • Installation fundamentals, • How to issue accurate, pre-priced POs, • When and how to use change orders appropriately, • Installer Toolkit, • Technical survey forms, • Missed materials, • Extra labor ✅ Update applied: Installation drawings / technical drawings are handled by another department and are not owned by this role. Analyze non-conformities, rework, and return trips to identify root causes Translate lessons learned into: • Updated standards, • Training improvements, • PMs, • Field Services Maintain clear accountability frameworks and meeting cadences ✅ Update applied: Tech Drawings is no longer listed as a direct dependency under this role. • Clear scopes and expectations for installers, • Feedback loops that surface design or survey issues, • Decision quality, • Documentation Year 1 Strategic Priorities • Launch PM Technical Training Program, • Standardize installation guidance and technical survey forms, • Stand up the Installer Toolkit, • Implement proactive quality follow-up and NC prevention, • Establish PM Support Channel and Task Request Queue (early-program focus), • Reduce installation delays caused by technical ambiguity or missing information Key Performance Indicators (KPIs) KPIs measure both individual effectiveness and overall Project Solutions impact. PM Enablement & Support • Reduction in PM escalations, • PM satisfaction with technical support, • Reduction in non-conformities and rework, • Reduction in return trips tied to technical issues, • Reduction in installation delays caused by incomplete shipments or unclear scopes, • Create Installer Tool kit and implement, • PM training completion and recertification rates, • Adoption rate of installation standards, • Reduction in repeat technical errors by PMs, • Improved variance between estimated vs. actual installation costs (key accounts), • Reduction in extra labor caused by technical gaps, • Year-over-year improvement in installation margin on key programs, • Better cost predictability Key Interfaces • Project Managers (primary customer of this role), • Project Solutions Specialist, • Field Services, • Codes & Permitting Success Profile A successful Project Solutions Manager: • Thinks preventatively, not reactively, • Is trusted by PMs as a “go-to” technical authority, • Translates complexity into clarity, • Builds systems that scale without adding friction, • Reduces noise, stress, and rework across the organization PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is constantly required to sit and use hands to operate the telephone, type and operate computer and mouse. • Regularly required to sit and work at a computer for extended periods of time., • Occasionally required to stand, walk, or move throughout a production or fabrication facility., • Ability to lift and handle materials or samples weighing up to 25 lbs., • Must be able to visually inspect signage proofs, samples, or installations for accuracy and quality.