Centralized Support & Communications Manager
$55,000 - $65,000 Annually | On-Site | Growth-Oriented Leadership Role
MLM Home Improvement is one of the fastest-growing exterior renovation companies in the Mid-Atlantic. Since 2007, we've built a performance-driven culture focused on results, growth, and leadership development. We are looking for a detail-oriented, proactive professional to manage centralized support operations across our expanding multi-office footprint.
If you are organized, tech-savvy, and motivated by keeping teams aligned and systems running smoothly, this role is built for you.
About the Role
The Centralized Support & Communications Manager is responsible for overseeing remote team operations, multi-office coordination, lead and system management, and administrative personnel functions. This role reports directly to the Director of Operations and plays a critical part in ensuring day-to-day operational efficiency across all MLM locations.
This is an exempt, on-site position based in Gaithersburg, MD.
What You'll Do
Remote Team Oversight
- Supervise and support remote employees across scheduling, CRM updates, and customer communications
- Establish and manage daily and weekly KPIs for remote staff
- Lead regular virtual check-ins and one-on-one performance reviews
- Coordinate onboarding and ongoing training for new remote hires
- Monitor communication quality and ensure adherence to company standards
Multi-Office Partnership
- Serve as the primary liaison between centralized support and regional field offices
- Coordinate scheduling, communication, and workflow alignment across all MLM locations
- Develop and maintain SOPs that standardize support processes company-wide
- Address operational gaps and implement scalable support solutions
- Ensure consistent messaging and communication protocols between teams
Lead & System Management
- Oversee CRM data accuracy, lead routing, and follow-up processes
- Manage lead distribution workflows to ensure timely and equitable assignment
- Track lead lifecycle metrics and generate reports for leadership
- Partner with marketing and sales leadership to optimize conversion processes
- Maintain and troubleshoot integrations between CRM, communication, and scheduling tools
Administrative & Personnel Management
- Manage scheduling, PTO tracking, and personnel documentation for support staff
- Assist with recruiting, onboarding, and training for centralized support roles
- Maintain and organize internal documentation, processes, and reference materials
- Support HR-related administrative tasks in coordination with company leadership
- Identify and recommend tools, systems, and workflow improvements
What You Bring
- High school diploma or GED (required)
- Strong proficiency in Microsoft Office, Google Workspace, and CRM platforms
- Excellent written and verbal communication skills
- High attention to detail with strong organizational and multitasking ability
- Schedule flexibility to support business needs across multiple time zones
- Prior experience in operations management, office coordination, or team supervision preferred
- Experience managing remote teams is a plus
Why MLM?
- Be part of a company that has grown consistently since 2007
- Work directly with leadership in a role with real impact on daily operations
- Competitive salary with opportunities for professional growth
- Collaborative, results-driven culture that values initiative and accountability
Compensation
$55,000 - $65,000 per year (exempt, salaried)
MLM Home Improvement is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We participate in E-Verify and maintain an Affirmative Action Plan.