Operations Manager

Company Description:

Since 1996, Unlimited Restoration, Inc. ("URI") has provided 24/7 emergency service and restoration support minimizing business interruption or displacement for commercial, industrial, and residential clients affected by property damage caused by fire, water, storm, or other disasters.

With multiple locations in the Northeast, Mid-Atlantic, and Southeast, Unlimited Restoration, Inc. provides fast, dependable emergency response to customers across the East Coast while also being prepared and equipped to respond nationwide to catastrophic property losses that require the expertise, experience, and execution of our specialized team.

To learn more, visit: urinow.

Job description

Be a driving force in and committed to maintaining high professional ethical standards, culture and values of the Production / Operations personnel in accordance with the Company standards. Concerned and participates in overseeing, designing and controlling the process of production involving the responsibility that all business operations are efficient in terms of using as few resources as needed, and effective in terms of meeting customer requirements.

Demonstrates impeccable leadership skills, excellent people management, open to direction and collaborative work style and commitment to get the job done. The Operations Manager practices excellent administrative, public relations and maintenance expertise necessary to enhance overall operations ensuring public and internal company relations are handled in a courteous and professional manner, both from oneself and other employees. Demonstrates the ability to look at situations from several points of view, is persuasive with details and facts and delegates responsibilities effectively.

Monitors, evaluates and improves the operational systems, processes and policies in support of organizations mission -- specifically, supporting better management reporting, information flow and management, business process and organizational planning.

Knowledge of the Insurance Restoration and Emergency Service industry provides management and experience in organizational effectiveness and operations implementation of best practices, and vision in managing staff groups and service delivery.

Essential Job Duties:

Service Delivery & Supervision:

• Coordinate with Department Managers on manpower and subcontractor requirements, sustaining adequate, qualified staffing within the Company. Participate with HR and other Department Managers in the recruitment, hiring and training of operations personnel
• Supervise and train operations personnel in policy and procedures established by the company
• Handle complaints, infractions, etc., and take necessary action to resolve these situations following guidelines of HR and Company Employee Manual
• Review estimates and job budgets for accuracy and compliance to company standards. Problems are to be anticipated, prevented and solved
• Oversee that the Construction, Emergency Services, Contents and other Cleaning Services maintain excellent Customer Satisfaction by ensuring constant open communication with all parties involved and projects are fully completed, on time and budget
• Ensure each Department Manager is maintaining successful overall coordination of field personnel in order to perform work within the budget and on time or ahead of schedule. Ensure the profit margin is as projected in the Strategic Objective of the company
• Be and stay informed of any issues that are not being or cannot be resolved or deadlines that cannot be met within a reasonable time frame and before the deadline has arrived
• Ensure Department Managers perform their duties in a timely, professional manner and in accordance with company policies and standards, as well as in the spirit of the company's strategic objective. Provide guidance, input, assistance and training as required
• Ensure the company's dress code, including a neat, well-groomed appearance and proper hygiene is followed at all times
• Ensure customers, sub trades and employees are always treated with respect by everyone and each other
• Ensure customer needs are served in a professional, consistent manner and all questions or complaints are addressed, documented and confirmed. Ensure all telephone calls, both internal and external, are returned within two hours whenever possible, and within one business day at the latest as per Company standards
• Make suggestions/recommendations that could enhance or streamline operations to assist personnel in performing required duties, eliminate waste, save time, and improve efficiency
• Organize, measure and evaluate all work developing and improving systems to help the company attain their Strategic Objective, including purchase order system and other relevant production processes.
• Safeguard all propriety information will be held as strictly confidential outside the company

Administration and Reporting:

• Ensure estimates, budgets, notes, dates and all other documentation (including Work Authorizations and Certificates of Satisfaction) are entered, uploaded and maintained into JMS as per Company standards
• Ensure all departments are in compliance with their role in fee collection and maintenance in accordance with company policies and standards. It is this position's ultimate responsibility to ensure all due diligence has been performed at the beginning of the job as well as all avenues required to collect are pursued and recorded.
• Schedule and manage weekly sales and productions meetings using the Job dashboard from JMS. Follow up, instruct, train and track all areas that are not performing to Company standards
• Analyze job gross profit and monthly department financial statements and investigate any variances
• Report job progress, gross profit variances and department performance to Company Owner/President for review and approval
• Evaluate the performance of the Department Managers, Production Coordinators and their crews and deliver performance evaluations a minimum of once yearly in conjunction with the HR department
• Investigate and document performance issues and maintain disciplinary actions as required in conjunction with the HR department
• Responsible for all personnel's Workers Comp safety and compliance, including the supervision of PPE and regular scheduled safety meetings
• Report problems and issues with recommended solutions to Company Owner/President for review and approval
• Create and document new processes and recommendations for review and approval by the Company Owner/President
• Implement any changed and new Company Policy and Procedures with Departments

Business Development:

• Sustain a solid understanding of the Company's market, services, players, and technologies
• Identify potential clients/opportunities and develop the tactics and teams needed to bring them to fruition
• Implement the company's marketing and sales plans relating to adjusters, claims departments and insurance company targets as well as any other targets specifically assigned. This includes insuring that the company's operations support both the strategic and tactical aspects of those plans including individual sales and marketing activities performed directly.
• Will be completely familiar with and contribute to the ongoing development of the sales and marketing programs and will implement and execute the required activities in a transparent and accountable manner with all activities being documented in the appropriate CRM software.
• Network with existing and form new contacts and relationships with Insurance Adjusters, Brokers and the like. All activities and indicators to be tracked and documented in the Contact Manager of the JMS
• Remain highly informed of the latest trends in insurance restoration through study of literature, talking with material suppliers, involvement with industry specific organizations such as RIA , IICRC, etc. and insurance personnel and organizations including what the competitors are doing. Have an understanding of what the company is capable of and how it can measure up to competitors

Other duties as assigned by management.

Education Requirements:

High School Diploma and a minimum of three years of related experience or equivalent combination of education and experience.

Must have a strong background in restoration and proven ability to lead and coach a team.

Proficient in using a laptop computer and industry software.

Solid experience in writing estimates in Xactimate.

Preferred experience with PSA (project management software), Encircle, Docusketch, Moisture Mapper, and other industry tools and software.

IICRC and OSHA certifications are desired but not required for the position.

Language Skills:

Read and comprehend complex instructions, interpret mold assessment protocols, and effectively communicate with customers, clients, and team members in small-group settings.

Certificates, Licenses and Registrations:

Valid Driver's License Required

Must undergo a pre-employment screening

What we offer:

Company Paid Group health insurance

401(k) plan

Life insurance, short- and long-term disability coverage

Company-paid holidays

Paid Time Off (PTO)