Project Manager

Who this is for

The Project Manager (example: Sergio, plus the broader PM team) takes over once a job is sold (SAD paid). PMs run the site assessment, validate scope against the original estimate, coordinate with installers, and keep the project moving through manufacturing release to install. If your day is about visiting job sites and keeping a sold deal on track, this is your role.

What you can access

Sidebar pages:

• Mission Control (/)
• Field Portal (/field) — your primary field workflow tool.
• Customers and Opportunities
• Appointments — site assessments and follow-ups.
• Call Recordings (/recordings)
• My Schedule (/my-schedule)
• Projects (/projects) — sold jobs from site assessment through install.
• Gallery — reference photos.
• Communications and Training

What you cannot do

• You cannot see Dispatch, Routing, or Schedule (team-wide) — you work from My Schedule and Field Portal instead. If a job's install date needs to move, that's a Dispatcher/Manager action.
• You cannot see Price Book, Configurator, Imagine, or Proposals — those belong to the sales side (Door Expert/Design Concierge).
• You cannot see Payments — if a customer owes a project deposit, route them to a CSR or Manager.
• You have read access to Reconcile/Release in Projects, but the Reconciler (or Manager) performs the actual release.
• No /admin/* access.

Your typical day

1. Check Mission Control for today's site assessments and project alerts.
2. Open Field Portal to review the job packet for your next site visit — original estimate, photos, customer notes.
3. Drive to the site, complete the assessment within the 48-hour SLA from sold.
4. Validate scope: confirm what was estimated matches what's physically there (openings, measurements, obstacles).
5. Log findings in Projects — flag any scope changes for the Manager/Reconciler to review.
6. Check Appointments for any follow-up customer touchpoints.
7. Review Call Recordings tied to your jobs for context before a visit.
8. Track jobs through manufacturing release toward install in Projects.

Step-by-step guides

Run a site assessment

1. Open Field Portal (/field) and select today's appointment.
2. Input: none required to open — the job packet (estimate, customer info, photos) loads automatically.
3. What happens: you can add site notes, photos, and measurements directly from the field.
4. Complete within 48 hours of the sale being marked (SAD paid) — this is the standard SLA.

Validate scope

1. From Projects, open the job in the scope validation stage.
2. Input: compare estimate line items against what you found on-site.
3. What happens: if everything matches, advance the job to the next stage. If there's a mismatch (e.g., a wall isn't structurally sound for the planned opening), flag it — this typically routes back to sales/estimating rather than proceeding silently, since the original proposal can't be edited and may need to be reversed and reissued.

Track a project through to install

1. Open Projects, filter by stage (site assessment → scope validation → project deposit → manufacturing release → installed).
2. Input: none — this is a status view plus notes/updates you add.
3. What happens: you can see where each of your jobs sits and what's blocking the next step (e.g., waiting on project deposit, waiting on manufacturing release).

Review appointments and recordings before a visit

1. Open Appointments, find the customer's history.
2. Input: none.
3. What happens: you can review the original consultation recording/summary in Call Recordings to understand what was promised before you arrive on-site.

Edge cases

• Duplicate customer: if the same address shows up as two customer records (common when a repeat customer calls in again), flag it to a CSR/Manager rather than working from the wrong one — merging isn't self-serve.
• Wrong pipeline stage: if a job shows as sold in Opportunities but hasn't appeared in Projects yet, check that the SAD payment actually completed; there can be a short lag.
• Missing property data: if RentCast data on the customer page is missing or wrong (e.g., wrong square footage), rely on your own on-site measurements — don't let missing data delay the assessment.
• Scope mismatch found on-site: if the physical opening doesn't match the estimate, don't try to force it through — since proposals are immutable, this typically needs to go back to the Door Expert/Manager to unsell and reissue a corrected proposal before you proceed.
• Read-only Reconcile/Release: you can see the reconcile status on a project, but you can't perform the release yourself — that's the Reconciler's or Manager's action.

When something looks wrong

• Field Portal job packet missing data → /help/troubleshooting/common-issues
• Project stuck at manufacturing release → /help/troubleshooting/servicetitan-sync
• Access denied on a page you expected → /help/troubleshooting/access-denied
• Property data wrong on customer page → /help/troubleshooting/property-lookup-missing
• 48-hour SLA at risk / appointment scheduling conflict → /help/troubleshooting/common-issues