Business Manager

Location: Pullman, WA | Type: Full-Time | Reports to: General Manager, Palouse Services Holding Company

About Palouse Disaster Restoration

Palouse Disaster Restoration is a locally owned restoration company serving the greater Palouse region. We help residential and commercial customers recover from water, fire, mold, and other property damage, providing both emergency mitigation services and reconstruction to return properties to their pre-loss condition. We are committed to providing exceptional customer service, delivering quality workmanship, and building a workplace where employees are valued, supported, and proud of the work they do.

Position Overview

We are seeking a motivated, capable, and results-driven Business Manager to oversee all aspects of Palouse Disaster Restoration. This is a key leadership position with responsibility for the company's daily operations, financial performance, employees, customer satisfaction, and long-term growth. The Business Manager will provide direct leadership to the Mitigation Manager, Reconstruction Project Manager, and administrative personnel, while maintaining overall accountability for the performance of the entire team. The ideal candidate is a strong leader who can balance big-picture strategic thinking with practical, day-to-day business management. We are looking for someone who takes ownership, solves problems, develops employees, builds relationships, and is motivated to help a business succeed. While experience in disaster restoration or construction is valuable, we are equally interested in candidates with proven business management and leadership abilities who are willing to learn the restoration industry.

Key Responsibilities

Business Leadership & Operations

• Oversee all operations of Palouse Disaster Restoration, including mitigation, reconstruction, administration, and customer service.
• Provide leadership, direction, and accountability to the Mitigation Manager, Reconstruction Project Manager, and administrative staff.
• Ensure departments work together efficiently, particularly during the transition from mitigation to reconstruction.
• Establish clear expectations, operational procedures, and performance standards.
• Identify and resolve operational challenges while continuously improving efficiency and service quality.
• Maintain high standards of professionalism, safety, workmanship, and operational excellence.
• Work closely with the General Manager to implement company goals and initiatives.

Financial Management & Profitability

• Take ownership of the company's overall financial performance and profitability.
• Monitor revenue, expenses, job profitability, cash flow, and other key financial indicators.
• Develop and manage budgets, control costs, and identify opportunities to improve margins.
• Oversee estimates, pricing practices, and financial performance across mitigation and reconstruction projects.
• Monitor accounts receivable and ensure timely invoicing, follow-up, and collections, including insurance-related payments.
• Evaluate purchasing decisions, equipment investments, and resource allocation to maximize financial performance.
• Regularly review financial results with the General Manager and develop strategies for continued improvement.

Employee Leadership & Culture

• Lead, coach, and develop managers and administrative employees while maintaining overall oversight of field technicians.
• Build a positive, accountable, team-oriented workplace where employees feel valued and want to build their careers.
• Participate in hiring, onboarding, employee evaluations, training, and professional development.
• Equip managers with the resources, guidance, and support they need to succeed.
• Address performance concerns and workplace challenges promptly and professionally.
• Foster a culture of ownership, integrity, continuous improvement, and excellent customer service.
• Encourage collaboration, strong communication, and mutual respect throughout the company.

Customer Satisfaction & Business Reputation

• Ensure every customer receives professional, responsive, and compassionate service throughout the restoration process.
• Establish and maintain high standards for customer communication, project follow-through, and quality of work.
• Assist in resolving customer concerns, difficult situations, and service issues.
• Ensure customers feel informed, respected, and well cared for during what is often a stressful experience.
• Protect and strengthen the company's reputation through consistent service quality, professionalism, and customer satisfaction.
• Encourage positive customer reviews, referrals, and long-term relationships.

Insurance Relations & Negotiations

• Oversee insurance-related estimating, documentation, negotiations, and collections.
• Work with insurance adjusters, carriers, and other stakeholders to resolve pricing differences, supplements, and scope disputes.
• Support the management team in navigating complex claims and securing fair compensation for completed work.
• Ensure accurate documentation, appropriate billing, and timely resolution of outstanding claims.
• Develop strong professional relationships with insurance representatives and other industry partners.

Marketing & Business Development

• Take responsibility for the company's marketing efforts and business growth.
• Work with internal personnel and external marketing partners to develop and execute effective marketing strategies.
• Build and maintain relationships with insurance professionals, property managers, contractors, commercial clients, and referral partners.
• Identify new business opportunities and ways to expand the company's market presence.
• Monitor lead generation, referral sources, marketing effectiveness, and sales performance.
• Strengthen the company's local reputation and competitive position.

Strategic Planning & Purchasing

• Collaborate with the General Manager to establish short-term priorities and long-term business objectives.
• Develop plans to increase revenue, improve profitability, and expand operational capacity.
• Identify opportunities to improve systems, processes, staffing, and customer experience.
• Oversee significant purchasing decisions, including equipment, vehicles, tools, materials, and other operational needs.
• Evaluate vendor relationships, subcontractor arrangements, and major expenditures.
• Plan proactively for staffing, training, equipment, and other resources necessary to support business growth.

Qualifications

• Previous experience in business management, operations management, or a comparable leadership role.
• Demonstrated ability to manage employees, delegate responsibilities, and hold teams accountable.
• Strong financial understanding, including budgeting, expense management, and profitability analysis.
• Experience in disaster restoration, construction, general contracting, or a related industry.
• Familiarity with