Operations Manager

Job DescriptionJob Description

Summary:

The Restoration Operations Manager is responsible for a wide range of functions necessary to successfully manage the franchise’s Restoration Division in accordance with regional goals and objectives. The Restoration Operations Manager leads, motivates, and supports a Production/Restoration division to ensure customer satisfaction, revenue growth, profit growth, management development, and staff development. They oversee all operational activities and pursue operational objectives.

 

Primary Responsibilities:

SAFETY

• Recognizes and documents safety hazards.

• Identifies PPE needs and enforces adherence to proper usage.

• Adheres to and oversees work site safety protocols and franchise safety guidelines.

• Coordinates and participates in team safety meetings.

• Maintains assigned PPE kit.

WORK HABITS

• Attendance and punctuality consistently maintained.

• Uses work time appropriately for job responsibilities.

• Follows accurate procedure for requesting time off and notifying management of time off.

• Manages stress, conflict, and frustration in a constructive manner (i.e. seeks assistance/direction, when necessary, remains calm and professional in stressful situations).

• Maintains well-organized physical and digital records, documentation, and workspace.

• Assists Operations with scheduling and dispatching of Restoration staff, as needed.

• Assists Human Resources with training and development of Restoration staff, as needed.

• Acts as a resource for Large Loss Team, as needed.

DIVISION MANAGEMENT

• Monitors volume of work.

• Adheres to departmental budgets established by the Regional Director and General Manager.

• Oversees and manages all aspects of franchise’s Restoration division.

• Reviews and performs data quality control and budget/margin analysis on restoration job files.

• Assists in the development, implementation, and oversight of quality assurance protocols to ensure a positive customer and client experience.

• Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity.

OPERATIONS MANAGEMENT

• Manages daily operations of the Restoration division.

• Reviews and validates Restoration leads/opportunities.

• Assigns leads to Restoration Managers.

• Ensures restoration team follows proper work processes.

• Assists Restoration Managers with budgeting and job costing.

• Reviews Restoration Manager project scopes of work and estimates for accuracy.

• Reviews work orders to ensure direction corresponds to efficient completion of the scope of work.

• Communicates expectations and order of operations of planned mitigation/remediation activities to Restoration personnel and oversees their activities.

• Performs quality control inspections throughout the duration of projects and takes corrective actions as necessary.

DEPARTMENTAL SUPPORT

• Perform tasks within the project management process to assist restoration division as needed (i.e. high volume, large project, etc.).

• Responds and initiate services utilizing crews and subcontractors, as needed.

• Evaluates customer priorities and project needs, as needed.

• Consults with potential customers and sells services, converting leads into viable jobs.

• Coordinates, plans, and manages work activities of projects to ensure quality standards are met.

• Manages and ensures submission of accurate project documentation and communications to all stakeholders.

• Negotiates scope of work and/or pricing to obtain required approval.

• Creates and maintains a project timeline.

• Creates project budget and manages job costs to maintain profitability.

• Maintains communication with internal and external stakeholders daily.

COMMUNICATION

• Maintains constant communication with management, staff, and vendors to ensure proper operations of the organization.

• Ensures daily restoration meetings are conducted each business day at 8:00 a.m.

• Participates in weekly regional restoration meetings with Reginal Director and peers.

• Conducts bi-weekly (WIP) Work-in-Progress meetings with restoration and admin team.

• Reviews, documents, and discusses operational outcomes and key measures with the General Manager and Regional Director.

• Invests in and protects interdepartmental relationships.

• Ensures two-way communication with the construction, office, and sales divisions.

JOB KNOWLEDGE

• Demonstrates understanding of concepts, software, techniques, etc. necessary to accomplish job duties.

• Follows policies/protocols in carrying out job responsibilities.

• Responds correctly to inquiries; consults with others/uses resources as appropriate.

• Completes SERVPRO U assignments as assigned.

• Continues development of leadership and management skills, as well as restoration expertise.

• Maintains expertise of and capability to execute any role or responsibility within the Restoration division.

CUSTOMER/CLIENT SERVICE

• Oversees and manages positive customer and client experience.

• Maintains communication with all stakeholders on progress of job.

• Communicates restoration processes and establishes expectations with stakeholders.

• Manages the execution of an exceptional customer/client experience while identifying and implementing activities for incremental improvement.

• Listens to stakeholder concerns or complaints and takes appropriate action.

• Builds and maintains a network of relationships, including insurance adjusters, loss consultants, and commercial clients, etc.

EXPENSE/ASSET MANAGEMENT

• Oversees facility and warehouse activities, including cleanliness, safety, and compliance.

• Develops, implements, and oversees protocols to maintain facility, vehicles, equipment, and consumables in compliance with regional objectives.

• Manages Restoration expenses according to company guidelines.

• Manages damage reimbursement expenses.

• Oversees and manages assets by protecting and using equipment, tools, and materials properly.

• Oversees and manages the procurement of operating supplies to maintain adequate on-hand inventory.

• Oversees and manages the inventory processes of equipment and tools.

• Ensures that daily, weekly, and monthly vehicle and equipment maintenance is performed.

• Maintains SERVPRO brand compliance.

JOB DOCUMENTATION

• Verifies accurate photograph and documentation of work sites by restoration personnel.

• Verifies an accurate scope of work is documented for needed services.

• Verifies comprehensive job correspondences, including all services performed, are created by assigned restoration personnel daily, for all jobs.

• Verifies all required information is entered into appropriate software application.

• Performs quality assurance final reviews of job files to support the services provided.

TEAM MANAGEMENT

• Manages, assigns, and/or facilitates franchise training, ensuring company can provide all SERVPRO system services.

• Manages restoration personnel.

• Coaches and trains restoration personnel.

• Follows up with restoration personnel and verifies proficiency in newly learned skill sets.

• Conducts 1 on 1 meetings and periodic performance reviews with individual restoration personnel.

• Ensures employee compliance with all company policies.

• Conducts quarterly commission reports for Restoration Managers.

• Conducts and/or coordinates safety training for restoration personnel.

HR ADMINISTRATION

• Recruits, interviews, and provides recommendations on employment offers in coordination with human resources.

• Listens, reviews, and resolves conflicts between employees, as necessary.

• Ensures assigned restoration staff accurately records time and approves all assigned staff timecards each payroll period.

• Monitors performance of direct reports to identify coaching and training needs.

• Conducts annual employee reviews of assigned restoration staff.

TEAMWORK

• Is pleasant, cooperative, and gets along well with others in the workplace.

• Contributes to the achievement of franchise and team goals.

• Ability to appropriately handle conflict with others in the workplace.

• Takes initiative to be a part of the team and build strong working relationships with others.

• Is proactive in helping the team fully assist the customer.

 

Education and Experience Requirements

• High school diploma/GED.

• Associates or Bachelor's degree preferred.

• IICRC or equivalent Industry certifications required.

• Minimum 3 years of experience in cleaning, restoration, or construction.

• Minimum 5 years of management and/or business operations.

• Strong interpersonal skills, leadership skills, and management skills.

• Effective written and oral communication skills.

• Software and technology proficiency.

 

Physical and Work Environment Requirements

This is a management position occasionally working in an office environment; however, frequent field visits and field management will require jobsite activities. Regularly lifting 50 pounds independently, occasionally lifting up to 100 pounds with assistance, walking and standing for long periods of time, driving, sitting, climbing ladders, working at ceiling heights, working in tight spaces (i.e. crawl spaces, attics), repetitive pushing/pulling/lifting/carrying objects, working with and around chemicals, and working overhead.

 

While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles. The employee is occasionally exposed to a variety of extreme conditions such as heat, noxious odors, etc. The noise level in the work environment and jobsites may be loud. The employee will be required to occasionally wear a respirator for their safety.

 

 

Normal Working Hours, Additional Working Hours, and Travel Requirements:

This is a full-time position working 7:00 a.m. – 5:00 p.m., Monday – Friday, 45 hours per week. This position frequently requires long hours (beyond 8 hours a day), including evenings and weekends, as needed. Travel is required and is primarily local. However, some out-of-area and overnight travel may be expected.

Company DescriptionIn 1977, Barry and Beth Bowen decided to merge their passion of service to others with their careers and set out on a mission to build a reputable and respected property damage restoration company in the Montgomery area. Having grown up entrenched in the family business, it was no surprise when the current owners, Bruce and Brian Bowen, took over in 2004. Today, due to their continued dedication and hard work, we are a leader and trusted name in restoration, remediation, reconstruction, mitigation, and premier cleaning throughout the communities that we serve.

Our team has more than a century of combined restoration experience. Each team member is equipped with unique and practical skills to excel in every project and exceed the expectations of our customers. Furthermore, we have an extensive inventory of restoration equipment designed to improve the efficiency and effectiveness of every facet of mitigation and content recovery for damaged homes and businesses that we serve.

What makes us a premier cleaning and restoration company? For us, it starts with the customer experience. We strive for outstanding service, sensitivity to needs, respect for property, and intelligent solutions to disaster restoration problems.

We are Faster to Any Size Disaster. Our 24/7 support allows us to respond to emergencies as they happen, with the effective tools and experiences that make a difference when each second counts. Even on holidays, our crew is ready for any emergency that threatens your home or business with damages from water, fire, flooding, storms, or mold. For a stress-free claims process, SERVPRO works with your insurance to help manage the process and paperwork.Company DescriptionIn 1977, Barry and Beth Bowen decided to merge their passion of service to others with their careers and set out on a mission to build a reputable and respected property damage restoration company in the Montgomery area. Having grown up entrenched in the family business, it was no surprise when the current owners, Bruce and Brian Bowen, took over in 2004. Today, due to their continued dedication and hard work, we are a leader and trusted name in restoration, remediation, reconstruction, mitigation, and premier cleaning throughout the communities that we serve.\r
\r
Our team has more than a century of combined restoration experience. Each team member is equipped with unique and practical skills to excel in every project and exceed the expectations of our customers. Furthermore, we have an extensive inventory of restoration equipment designed to improve the efficiency and effectiveness of every facet of mitigation and content recovery for damaged homes and businesses that we serve.\r
\r
What makes us a premier cleaning and restoration company? For us, it starts with the customer experience. We strive for outstanding service, sensitivity to needs, respect for property, and intelligent solutions to disaster restoration problems.\r
\r
We are Faster to Any Size Disaster. Our 24/7 support allows us to respond to emergencies as they happen, with the effective tools and experiences that make a difference when each second counts. Even on holidays, our crew is ready for any emergency that threatens your home or business with damages from water, fire, flooding, storms, or mold. For a stress-free claims process, SERVPRO works with your insurance to help manage the process and paperwork.

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