Title:                 Restoration Operations Manager (Servpro Experience)

Location:          Norwalk, CT

FLSA:                 Full-Time, Exempt

Pay Range:       $70,000 - $80,000 Annual Salary (based on experience and qualifications)

Position Summary

The Restoration Operations Manager is responsible for leading the day-to-day operations of SERVPRO of Stamford's Restoration Division. This role oversees restoration production, project execution, scheduling, resource allocation, customer satisfaction, safety, operational efficiency, and profitability while ensuring projects are completed safely, on time, within budget, and in accordance with SERVPRO standards.

The Restoration Operations Manager provides leadership and direction to Project Managers, Crew Chiefs, Restoration Technicians, and production staff while partnering closely with the Chief Operating Officer (COO) and office leadership to drive operational excellence and continuous improvement. This position is accountable for operational performance, workforce productivity, customer experience, financial results, and maintaining a culture of accountability, teamwork, and exceptional service.

Essential Duties & Responsibilities

Operational Support & Management

• Provide direct operational support to the COO and assist with daily operational needs.
• Prepare materials for the daily Work in Progress (WIP) meeting, including:
• • Gathering and organizing the paper Work Orders
  • Preparing the daily project schedules for project managers and production teams
  • Ensuring all relevant documentation is available for review
• Lead daily restoration operations and oversee production schedules, manpower allocation, equipment, and resources.
• Lead the daily 8:15 AM WIP (Work in Progress) meeting and establish production priorities.
• Develop and improve operational processes to increase efficiency and profitability.
• Monitor labor utilization, production timelines, and job profitability.
• Prepare internal correspondence, spreadsheets, reports, and presentations as needed
• Maintain organized digital and physical records related to operational activities

Project & Production Management

• Oversee Project Managers, Crew Chiefs and Restoration Technicians
• Review job scopes, estimates, work orders, WorkCenter / Dash Leads, correspondence, and documentation
• Ensure projects are completed safely, on schedule, within budget, and to SERVPRO quality standards.

Vendor Platform Compliance & Annual Renewals

• Manage Vendor Compliance Programs: Oversee the company's vendor credentialing platforms, ensuring vendor profiles, required documentation, and user access are accurate, current, and compliant with company and insurance program requirements.
• Manage Annual Compliance Renewals: Monitor and coordinate the timely renewal of vendor credentials, business licenses, Certificates of Insurance (COIs), certifications, and other required documentation to maintain uninterrupted compliance.
• Review & Approve Documentation: Review, verify, and process vendor compliance submissions and renewals, ensuring all documentation meets company standards, insurance network requirements, and regulatory guidelines.
• Manage Preferred Vendor Programs: Coordinate applications, renewals, and ongoing compliance for preferred vendor programs, insurance carrier networks, and third-party administrator (TPA) relationships.
• Maintain Vendor Records: Ensure all vendor records, contracts, compliance documentation, and insurance certificates are organized, accurate, and readily accessible for audits and operational needs.
• Build Vendor Relationships: Develop and maintain positive working relationships with subcontractors, vendors, and insurance partners while ensuring timely communication and resolution of compliance-related issues.
• Support Operational Readiness: Work proactively with internal departments and external partners to minimize compliance risks and ensure vendors remain elig