Operations Manager

• Provide direct leadership and oversight of the Mitigation Production and Reconstruction departments, including all managers and staff.
  
  
• Hold department managers accountable for performance, productivity, quality, and employee development.
  
  
• Ensure Project Managers effectively supervise their assigned crews.
  
  
• Foster a positive, professional, and accountable workplace culture.
  
  
• Address performance concerns and support employee retention.
  
  
• Oversee staffing needs, recruitment, hiring, and workforce planning.
  
  

• Oversee daily production activities across both departments.
  
  
• Conduct daily work-in-progress (WIP) meetings and monitor job progress.
  
  
• Ensure projects are properly staffed, scheduled, and completed efficiently.
  
  
• Identify and resolve operational bottlenecks.
  
  
• Monitor labor costs, manage overtime, and improve production efficiency.
  
  
• Track job cycle times, revenue, profitability, and other key performance indicators.
  
  
• Ensure managers meet applicable SERVPRO National Account requirements.
  
  

• Establish and maintain consistent quality standards.
  
  
• Ensure work meets SERVPRO guidelines, applicable IICRC standards, and company procedures.
  
  
• Monitor customer satisfaction and address escalated concerns.
  
  
• Ensure required job documentation is completed accurately and on time.
  
  
• Oversee corrective actions when quality or performance issues arise.
  
  

• Ensure all managers and field employees actively participate in ongoing professional development.
  
  
• Oversee employee onboarding, including required tool bag assignments and respirator fit testing.
  
  
• Coordinate technical training, certifications, and continuing education.
  
  
• Identify skill gaps and develop improvement plans.
  
  
• Support the development of future crew leaders, Project Managers, and department leaders.
  
  

• Ensure equipment, vehicles, and tools are maintained and ready for use.
  
  
• Conduct and document equipment inventories twice annually.
  
  
• Monitor equipment utilization, maintenance, and replacement needs.
  
  
• Promote proper equipment handling, organization, and accountability.
  
  

• Promote a safety-first culture throughout both departments.
  
  
• Ensure required safety meetings and training are completed.
  
  
• Enforce company safety policies and applicable OSHA requirements.
  
  
• Ensure employees receive required safety equipment, training, and protective equipment.
  
  
• Monitor compliance with applicable insurance program and National Account requirements.
  
  

• Identify opportunities to improve efficiency, profitability, and customer experience.
  
  
• Develop and implement standardized operational processes.
  
  
• Review departmental performance and provide regular updates to ownership.
  
  
• Establish measurable goals and hold managers accountable for results.
  
  
• Plan proactively for staffing, training, equipment, and operational growth.
  
  

• Previous experience in operations management, production management, or a comparable leadership position.
  
  
• Demonstrated experience supervising managers and multiple teams.
  
  
• Strong organizational, communication, and problem-solving skills.
  
  
• Experience managing labor costs, schedules, budgets, and operational performance.
  
  
• Ability to make decisions independently and manage competing priorities.
  
  
• Proficiency with computers, reporting systems, and business management software.
  
  
• Valid driver's license.
  
  

• Experience in property restoration, construction, mitigation, or a related service industry.
  
  
• Familiarity with water, fire, and mold restoration processes.
  
  
• Knowledge of IICRC standards and SERVPRO operations.
  
  
• Experience with insurance restoration and National Account programs.
  
  
• Relevant IICRC certifications.
  
  

• Takes ownership of results rather than waiting for direction.
  
  
• Develops employees and holds people accountable.
  
  
• Balances operational efficiency with exceptional customer service.
  
  
• Makes sound decisions under pressure.
  
  
• Identifies problems and implements practical solutions.
  
  
• Leads by example and maintains high ethical standards.
  
  
• Is committed to continuous improvement and long-term team success.