The Operations Manager is responsible for leading all aspects of production and operational performance within a fast-growing disaster restoration company. This position oversees emergency response, mitigation, reconstruction, project management, estimating, and field operations while ensuring projects are completed safely, efficiently, profitably, and with exceptional customer service.

The ideal candidate is a hands-on leader with deep restoration industry experience who thrives in a fast-paced environment, drives accountability through performance metrics, and builds high-performing teams. This role partners closely with ownership to scale operations, improve systems, strengthen financial performance, and support long-term growth.

Key Responsibilities:

Operations & Production Leadership

• Direct day-to-day operations across water, fire, mold, storm, contents, and reconstruction services.

• Lead Project Managers, Estimators, Coordinators, and Field Teams to ensure efficient project execution.

• Manage production capacity, staffing, scheduling, and resource allocation to maximize revenue and profitability.

• Monitor workload, backlog, WIP, cycle times, and production KPIs to achieve operational goals.

• Ensure all jobs are completed on time, on budget, and in accordance with company standards.

Financial & Business Performance

• Drive operational and financial performance through KPI tracking, job costing, gross margin management, and forecasting.

• Review financial reports, production metrics, budgets, WIP reports, and accounts receivable.

• Ensure profitability across restoration and reconstruction projects.

• Identify operational inefficiencies and implement corrective actions to improve performance and scalability.

• Support company growth initiatives and strategic planning.

Estimating & Insurance Program Management

• Oversee mitigation and reconstruction estimating processes using Xactimate and Symbility.

• Review estimates, supplements, and Time & Materials billing for accuracy and profitability.

• Ensure compliance with insurance carrier requirements, TPAs, and program guidelines.

• Maintain strong relationships with adjusters, carriers, consultants, and industry partners.

• Support collections, invoicing accuracy, and dispute resolution when necessary.

Team Leadership & Development

• Recruit, hire, onboard, train, and develop high-performing employees.

• Create a culture of accountability, ownership, continuous improvement, and customer focus.

• Conduct regular coaching sessions, performance reviews, and leadership development meetings.

• Establish clear expectations, scorecards, and performance metrics for all direct reports.

• Identify future leaders and create succession plans to support organizational growth.

Customer Experience & Quality Control

• Ensure an exceptional customer experience throughout the restoration process.

• Resolve escalated customer concerns quickly and professionally.

• Maintain quality control standards through job audits, field inspections, and project reviews.

• Monitor client satisfaction and ensure positive outcomes for residential, commercial, and insurance customers.

Safety, Compliance & Process Improvement

• Ensure compliance with OSHA, IICRC, EPA, company safety standards, and applicable local, state, and federal regulations.

• Maintain licensing, certifications, insurance program compliance, and operational documentation.

• Lead continuous improvement initiatives to enhance efficiency, communication, and profitability.

• Oversee company assets, vehicles, equipment, vendors, and subcontractor relationships.

• Drive adoption and utilization of restoration management software and operational systems.

Qualifications

• 7+ years of disaster restoration industry experience, including mitigation and reconstruction.

• 3+ years of leadership experience managing production, operations, project management, or estimating teams.

• Strong knowledge of water, fire, mold, storm, and reconstruction projects.

• Proficiency in Xactimate, Symbility, Microsoft Excel, and restoration management software.

• Demonstrated experience managing budgets, KPIs, job costing, and financial performance.

• Strong understanding of insurance restoration processes and carrier programs.

• Proven ability to build, coach, and hold teams accountable.

• Excellent communication, leadership, problem-solving, and organizational skills.

• Valid driver's license and acceptabl