Issue Resolution & Client Success Manager

Title: Issue Resolution & Client Success Manager

Company: CRDN

Reports to:

Location: Berkley, MI or remote for the right candidate

Certified Restoration Dry cleaning Network, LLC (CRDN) is a franchise organization supporting independently owned and operated restoration specialists across textiles, electronics, art, and full-service contents. CRDN partners with insurance carriers, TPAs, and adjusters to deliver consistent, compliant, and high-quality restoration services nationwide. To learn more, visit

The Franchise Issue Resolution & Client Success Manager is responsible for owning end-to-end resolution of operational, compliance, billing, and service issues impacting CRDN’s carrier/TPA programs and franchise network.

This role serves as the central point of coordination for problem identification, triage, root-cause analysis, and corrective action across franchise partners, Franchise Business Consultants (FBC), account managers, Quality Management Department (QMD), and external stakeholders. The manager will address issues spanning:

• Program compliance and SLA performance
• Inventory and estimating disputes
• Pricing and line-item alignment
• Technology and portal workflow challenges
• Billing, refund, and documentation deficiencies
• Carrier/TPA escalations and scorecard risks
• Formal DOI complaints and/or negative social media campaigns

The position requires a solution-oriented, investigative mindset with the authority to drive issues through to closure, document systemic trends, and recommend preventive actions through training, process improvement, and program guidance.

This role will become familiar with QMD review protocols and will conduct targeted QA investigations on disputed files to determine root cause, assign corrective actions, and support franchise performance improvement.

• Serve as the single point of ownership for franchise and program-related issue resolution from intake through closure.
• Log, classify, and prioritize issues based on risk, liability exposure, carrier impact, and SLA sensitivity
  .
• Conduct root-cause analysis across people, process, technology, and training dimensions.
• Develop and execute corrective action plans with franchise partners and FBCs.
• Escalate high-risk matters to Account Management and QMD leadership with recommended resolution paths.
• Ensure timely, professional communication with carriers, TPAs, adjusters, and franchise owners.

• Assist franchise partners in resolving program compliance failures
  , documentation gaps, portal errors, and workflow breakdowns.
• Troubleshoot estimating, inventory, and pricing disputes to align with program guidelines and contractual requirements
  .
• Support remediation plans for franchises with recurring performance issues or scorecard risks
  .
• Coordinate with FBCs on field follow-up and coaching actions.
• Perform targeted QA file reviews on escalated or disputed jobs.
• Validate adherence to program manuals, line-item standards, documentation requirements, and SLAs
  .
• Identify whether issues are training, process, system, or execution driven
  .
• Document findings and track corrective actions through completion.
• Manage the vendor escalation queue
  , ensuring rapid response and structured resolution.
• Own and monitor refund workflows, compliance reporting, and carrier security requirements
  .
• Maintain ZIP code and program participation data for direct programs.
• Participate in carrier/TPA vendor meetings and provide issue trend reporting.
• Develop and maintain an issue tracking and metrics dashboard (volume, type, root cause, resolution time, recurrence).
• Identify systemic trends and recommend process, training, or policy changes.
• Partner with IT and Restor Net/technology teams to resolve portal, integration, and workflow issues impacting franchise performance.
• Build a knowledge base of common issues and standardized resolutions
  .

• Create and maintain training materials, SOPs, and intranet resources to reduce repeat issues.
• Deliver webinars and targeted training sessions based on trend data.
• Support onboarding and Right Start initiatives with common risk and compliance education
  .

• Strong experience in issue resolution, operations support, or program compliance in a multi-location or franchise environment.
• Demonstrated ability to perform root-cause analysis and drive corrective action across multiple stakeholders.
• Excellent conflict resolution, negotiation, and investigative skills.
• Ability to manage sensitive escalations with professionalism and urgency.
• Strong analytical and documentation skills with attention to detail.
• Proficiency in Microsoft 365, Teams, Excel
  , and web-based program portals (Verisk, Cotality, or similar).
• Ability to work under pressure, manage multiple priorities, and meet deadlines.
• Experience in insurance restoration, contents, estimating, QA, or franchise support preferred.
• High energy, positive attitude, and strong team orientation.
• Bachelor’s degree in business…