Branch Manager

About the role

We specialize in mitigating and rebuilding residential and commercial properties damaged by fire, water, storms, and other disasters. We partner with leading insurance carriers and handle everything from emergency cleanup to complete rebuilds, with a focus on safety, integrity, and advocacy. As entrepreneurs, we take full ownership of the work we do and the families we serve. At Merit, our purpose is simple and non‑negotiable: we work together as a team so we can change lives. Teamwork is the foundation of everything we do—because teamwork creates impact, and impact changes lives. We exist to help people, and the only way we do that at the highest level is by moving as one team, aligned in mission, values, and execution.

As Branch Manager, you are responsible for the daily operations and overall performance of the branch, including direct oversight of office and field personnel. As needed, you may also serve as Estimator and/or Project Manager for large‑loss, complex, commercial, or high‑visibility claims, or step into other roles required to protect the health of the branch.

Responsibilities

• Full ownership of branch staff development, coaching, accountability, and retention.
• Manage daily, weekly, and monthly branch performance (revenue, margin, billing, AR).
• Provide customer updates, set expectations, and ensure satisfaction in accordance with SOPs.
• Assign and oversee subcontractors on approved jobs.
• Enforce compliance with SOPs, Albi, and company protocols.
• Maintain branch culture, morale, and operational discipline.
• Oversee branch vehicle and fleet, including inspections, cleanliness, mileage, accident reporting, preventive maintenance, and safety compliance.
• Lead branch strategy aligned with Merit’s mission, values, and operational standards.
• Build and sustain a strong branch culture rooted in accountability, ownership, and trust.
• Oversee staffing, scheduling, and daily coordination of office and field teams.
• Lead weekly performance reviews with Project Managers and key staff.
• Exercise hiring and termination authority for field staff within approved thresholds.
• Escalate issues appropriately, including expenses over $5,000, legal matters, or SOP deviations.
• Develop and maintain relationships with adjusters, brokers, TPAs, and referral partners.
• Review branch schedule and capacity for the upcoming seven days.
• Monitor the “jobs at risk” dashboard daily and take corrective action as needed.
• Track customer concerns, delays, and survey feedback; address neutral or negative feedback personally.
• Communicate daily priorities, escalations, and customer‑impacting updates to the team.
• Approve purchases under $5,000 and ensure material orders align with scope and budget.
• Review billing readiness, revenue billed, collections progress, and aging receivables.
• Conduct daily walkthroughs of the office and warehouse for cleanliness, safety, and readiness.
• Ensure documentation, invoices, logs, and project notes are accurate and complete.
• Assign incoming claims evenly and strategically across Project Managers and technicians.
• Conduct weekly PM reviews focused on open jobs, receivables, communication quality, job costing, and customer experience.
• Serve as Estimator or Project Manager for large‑loss, complex, commercial, or high‑visibility claims when needed.
• Prepare scopes and estimates using Xactimate and submit to carriers or clients.
• Oversee supplements, change orders, invoicing, and carrier communications.
• Handle escalations, warranty issues, and program compliance requirements.
• Maintain high‑level communication with customers at key milestones.
• Participate in complex job kickoff meetings.
• Ensure carrier‑required updates are timely and properly documented.
• Develop, coach, and retain a strong, productive team.
• Assign and oversee subcontractors from the approved vendor pool and ensure compliance with expectations.
• Manage branch budget and ensure revenue and margin targets are met.
• Monitor financial indicators weekly, including revenue billed, AR aging, profitability, and close rates.
• Ensure projects are executed in alignment with branch financial goals.

Requirements

• Minimum of 5‑8 years in the restoration or construction industry.
• Proven leader with strong team‑building, motivation, and retention skills; capable of running daily branch operations while still carrying a full project load.
• Self‑directed and driven—takes ownership of outcomes, not just activities.
• Strong organizational, planning, and time‑management skills; ability to prioritize across multiple projects.
• Clear, confident communicator with clients, adjusters, team members, and executive leadership.
• Resilient and resourceful, especially when launching or stabilizing a new office.
• Strong problem‑solving skills with a customer‑service mindset, including negotiation and conflict resolution.
• Detail‑oriented with a focus on accuracy and quality.
• Demonstrated ability to grow sales and understand budgeting, profit margins, and P&L statements.