Project Solutions Manager

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

• We are seeking Project Solutions Specialist(The Specialist serves as the frontline execution arm for PM support, documentation, and troubleshooting.)
• Supplier Network Lead(The Supplier Network Lead provides day-to-day oversight of supplier network administration, compliance tracking, and subcontractor data readiness.)

Supplier Network Admin(under Supplier Network Lead supervision

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
• Continuous improvement of installation margin drivers

The PSM is accountable for preventing problems before they reach the field, not reacting after they occur.

1. Core Responsibilities
2. PM Technical Enablement & Support

Own and operate the PM Support Channel / Hotline, especially during:

• Program launches
• Early phases of complex or high-risk jobs

Ensure PMs receive fast, consistent guidance on:

• Surveys and site conditions
• Scope interpretation
• Change order justification

Reduce PM escalations by resolving issues at the source

1. Training & Knowledge Systems

Build, launch, and continuously improve the PM Technical Onboarding Program

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

1. Installation Standards & Documentation

Own the development and governance of:

• Installer Toolkit
• Technical survey forms
• “If This → Then That” troubleshooting guides

Improve Shipping – PO – alignment to reduce:

• Missed materials
• Extra labor
• Install delays

Ensure documentation is usable, current, and field-validated

✅ Update applied:Installation drawings / technical drawings are handled by another department and are not owned by this role.

1. Quality & Non-Conformity Prevention

Establish and manage upstream quality controls

Analyze non-conformities, rework, and return trips to identify root causes

Translate lessons learned into:

• Updated standards
• Training improvements
• Prevention checklists

Partner with Field Services to identify early warning signs on complex or risky jobs

1. Cross-Functional Alignment

Serve as the technical bridge between:

• PMs
• Field Services
• Codes & Permitting

Ensure field and installer feedback loops directly influence standards and training

Maintain clear accountability frameworks and meeting cadences

✅ Update applied:Tech Drawings is no longer listed as a direct dependency under this role.

1. Subcontractor & Cost Enablement (Strategic)

Partner with Supplier Network leadership to ensure:

• Clear scopes and expectations for installers
• Feedback loops that surface design or survey issues
• Support improved installation buying by reducing technical ambiguity that drives cost overruns

Begin exploring AI use cases that improve:

• Decision quality
• Documentation
• Change order consistency

✅ Update applied:Supplier Network is now directly supported through the Supplier Network Lead reporting into the PSM

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
• Average response time via PM Support Channel

Quality & Execution

• 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
• Trouble shooting guides to reduce repeat questions

Training & Adoption

• PM training completion and recertification rates
• Adoption rate of installation standards
• Reduction in repeat technical errors by PMs
• Job site photos + QC documentation expectations are clear

Financial & Margin Impact

• 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
• Supplier Network leadership

✅ Update applied:Tech & Design removed as a required interface since technical drawings are now outside this function.

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
• Improves margin and customer experience by fixing problems upstream

Primary Hand -Offs

• Receives: Approved regulatory conditions from Codes & PermittingHands off: Fully prepared installs to Field ServicesDoes not own: Execution, permits, or drawing production

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.