Contractor Relationship Manager

Position Overview

The Contractor Relationship Manager (CRM) is a key member of Westhill Global’s Contractor Performance Department, serving as the primary relationship and performance owner for an assigned regional contractor portfolio.

The CRM uses data, coaching, accountability, and early intervention to improve contractor performance, strengthen service quality, and ensure alignment with Westhill, carrier, KPI, and SLA expectations.

Serving at the intersection of contractor partnership, operational performance, and customer experience, the CRM connects contractors with the right internal teams, helps remove performance barriers, and creates clear accountability across stakeholders.

Working closely with Resolutions, CES, Training, Recruiting & Onboarding, Account Management, QA, Finance, carrier partners, and contractors, the CRM helps build a stronger, more reliable, and scalable contractor network.

Our mission is to proactively strengthen contractor performance through relationships, coaching, data, and accountability-developing stronger contractors, preventing avoidable escalations, and creating better outcomes for contractors, carrier partners, policyholders, and Westhill.

Key Responsibilities****Contractor Relationship & Portfolio Management

• Serve as the primary relationship owner for a regional portfolio of contractor partners within the Westhill network.
• Develop strong, trust-based relationships with contractor leadership teams to foster long-term partnership and operational alignment.
• Act as a strategic advisor to contractors, helping them maximize performance, efficiency, and customer satisfaction within the Westhill ecosystem.
• Ensure contractors fully understand Westhill processes, carrier expectations, and performance standards.

Contractor Performance Management

• Monitor contractor performance against established KPIs and SLAs, including conversion rates, cycle times, job completion timelines, and customer satisfaction.
• Leverage internal dashboards and analytics platforms to identify performance trends, opportunities, and emerging risks.
• Conduct structured performance reviews and strategic check-ins with contractors to evaluate results and align on improvement strategies.
• Identify underperforming partners early and implement structured improvement plans to restore performance.

Coaching & Performance Development

• Lead regular performance coaching sessions with contractors to review metrics, identify opportunities, and align on actionable improvement strategies.
• Provide guidance on best practices across estimating, project management, customer communication, and operational execution.
• Establish SMART performance goals and track progress toward measurable improvements.
• Support contractors in adopting operational tools and processes that enhance performance and efficiency.

Cross-Functional Collaboration

• Partner closely with internal teams including Resolutions, CES,Training, Recruiting & Onboarding, QA, Account Management, Finance, and Leadership to address contractor performance gaps and operational challenges.
• Act as a liaison between contractors and Westhill leadership to ensure alignment and transparency.
• Gather feedback from internal stakeholders and carrier partners to continuously refine contractor performance strategies.
• Support new contractor onboarding efforts by helping new partners successfully integrate into the Westhill ecosystem.

Data Analysis & Performance Reporting

• Utilize performance analytics platforms (such as Looker) to monitor contractor performance in real time.
• Develop and present performance insights to leadership and internal teams to support strategic decision-making.
• Identify patterns across contractor portfolios and recommend operational improvements that increase efficiency and service quality.
• Ensure accurate and consistent data collection from performance surveys, operational systems, and stakeholder feedback.

Continuous Improvement & Operational Excellence

• Drive initiatives designed to improve cycle time, job conversion rates, customer satisfaction, and contractor performance outcomes.
• Identify opportunities to streamline processes and remove operational friction within contractor workflows.
• Collaborate with leadership to evolve Westhill’s performance management frameworks, coaching strategies, and contractor engagement models.
• Champion Westhill’s commitment to innovation, transparency, and continuous improvement.

Program Compliance & Escalation Management

• Ensure contractors operate in compliance with Westhill’s program standards, carrier guidelines, and performance expectations.
• Act as a key escalation point for contractor performance challenges, customer issues, or operational disputes.
• Work collaboratively with contractors and internal teams to resolve issues quickly and effectively.

Contractor Recognition & Engagement

• Help recognize and celebrate high-performing contractors through programs such as the Westhill Excellence recognition and other performance initiatives.
• Promote engagement in Westhill’s contractor performance programs and encourage contractors to pursue higher performance tiers.
• Reinforce a culture of accountability, partnership, and continuous growth across the contractor network.

Qualifications****Experience

• 2–5+ years of experience in contractor management, relationship management, operational performance, or account management.
• Experience working with performance metrics (KPIs, SLAs) and using data to drive operational improvements.
• Experience in insurance restoration, contractor networks, managed repair programs, or service operations is highly preferred.

Skills

• Exceptional relationship-building and communication skills, with the ability to influence, support, and coach contractors while maintaining accountability.
• Strong analytical mindset, with the ability to interpret performance data, identify trends and risks, and translate insights into clear action.
• Excellent organizational and portfolio-management skills, with the ability to independently prioritize and manage multiple contractor relationships, commitments, and follow-up.
• Proactive, self-motivated approach with the ability to identify emerging performance concerns early, take ownership, and intervene before issues become larger customer, carrier, or operational escalations.
• Strong conflict-resolution and de-escalation skills, with the ability to navigate difficult conversations while preserving productive contractor relationships and clear expectations.
• Strong coaching and performance-management skills, including delivering constructive feedback, establishing improvement plans, driving measurable improvement, and distinguishing isolated issues from recurring or systemic concerns.

Personal Attributes

• Self-driven and dependable, with a strong sense of ownership and personal accountability.
• Servant-minded and approachable, with a genuine interest in supporting contractor and team success.
• Curious and growth-oriented, with a willingness to learn, adapt, and continuously improve.
• Calm and composed under pressure, especially in difficult or high-stakes situations.
• Positive, collaborative, and solutions-focused, with the ability to build trust across different personalities and teams.
• Embodies Westhill’s core values of Listen, Learn, Understand - Innovate to Improve - Act - Serve - Be Transparent.

Technical Skills

• Proficiency in Microsoft Office Suite and Google Workspace.
• Experience with data visualization and analytics platforms such as Looker, Looker Studio, or similar BI tools.
• Proficiency with CRM, workflow, and contractor-management platforms such as HubSpot, Jira, or similar systems.
• Working knowledge of property claims and estimating platforms such as XactAnalysis and Xactimate.
• Ability to use dashboards, scorecards, and reporting tools to monitor KPIs, identify performance trends, document actions, and manage contractor portfolios.

Why This Role Matters

The Contractor Relationship Manager is a key driver of Westhill’s future contractor-performance strategy.

CRMs are responsible for more than maintaining relationships. They serve as the primary performance owners for their contractor portfolios-using data, coaching, accountability, and early intervention to strengthen contractor performance and prevent issues before they become larger customer, carrier, or operational escalations.

The future of Contractor Relationship Management at Westhill is centered on proactive performance leadership-building stronger contractors, using data to guide action, and helping the network grow in a way that is accountable, sustainable, and scalable.