Restoration Manager

Primary Responsibilities

• Ensure an accurate scope of work for restoration projects and prepare statements of work utilizing industry specific estimating software.
• Negotiate with customers and/or clients for approval of restoration activities.
• Schedule, coordinate and oversee crews, assets, and subcontractors to provide service on active projects to include subcontractors.
• Review job site documentation to support the services provided and ensure proper client requirements and billing process.
• Maintain all communications with customers, teammates, vendors, and insurance representatives.
• Manage production expenses including labor, equipment, vehicles, and other assets.
• Manage the customer and client experience and overall satisfaction.
• Provide priority response to potential customers, as needed.

Job Specific Responsibilities

• Safety: Recognizes and documents safety hazards. Identifies PPE needs and enforces adherence to proper usage. Adheres to and oversees work site safety protocols and franchise safety guidelines. Attends and participates in team safety meetings. Maintains assigned PPE kit.

Work Habits

• Maintains well-organized physical and digital records, documentation, and workspace.
• Affords assistance with scheduling and dispatching of Restoration staff, as needed.
• Affords assistance with training and development of Restoration staff, as needed.
• Affords resource for Large Loss Team, as needed.

Priorities/Response

• Responds and initiates services utilizing crews and subcontractors as needed.
• Evaluates customer priorities and project needs.
• Consults with potential customers and sells services, converting leads into viable jobs.
• Communicates initial inspection findings and ongoing activities with stakeholders.
• Identifies safety hazards, communicates, and establishes control measures to ensure the safety of occupants and workers.
• Initiates mitigation/remediation services.
• Determines salvageable items and materials.

Scope/Plan

• Create and review project scopes of work and estimates for accuracy.
• Negotiate scope of work and/or pricing to obtain required approval.
• Create and maintain a project timeline.
• Review work orders to ensure direction corresponds to efficient completion of the scope of work.
• Communicate expectations and order of operations of planned mitigation/remediation activities to Restoration Supervisors and oversees their activities.
• Plans for and schedules subcontracted services.

Project Management

• Coordinates, plans, and manages work activities of projects to ensure quality standards are met.
• Manages and ensures submission of accurate project documentation and communications to all stakeholders.
• Creates project budget and manages job costs to maintain profitability.
• Performs quality control inspections throughout the project and takes corrective actions as needed.
• Maintains communication with internal and external stakeholders daily.

Customer/Client Service

• Manages the execution of an exceptional customer/client experience while identifying and implementing activities for incremental improvement.
• Communicates restoration processes and establishes expectations with stakeholders.
• Listens to stakeholder concerns or complaints and takes appropriate action.
• Explains all the required paperwork to customers and obtains signatures as needed.
• Manages damage reimbursement expenses.
• Maintains communication with all stakeholders on progress of job.

Expense/Asset Management

• Manages Restoration expenses according to company guidelines.
• Controls labor and consumable usage on assigned projects.
• Manages assets by protecting and using equipment, tools, and materials properly.
• Manages procurement of operating supplies to maintain adequate on-hand inventory.
• Manages inventory processes of equipment and tools.
• Performs vehicle and equipment maintenance.

Job Documentation

• Accurate photograph and document of work sites.
• Documents an accurate scope of work for needed services.
• Composes a daily comprehensive job diary to include all services performed.
• Verifies all required information is entered into appropriate software application.
• Documents and/or performs final review of job files to support the services provided.

Training

• Manage, assign, and/or facilitate franchise training.
• Coach and train assigned Restoration Personnel.
• Conducts and/or coordinates safety training for restoration staff.

HR Administration

• Recruits, interviews, and provides recommendations on employment offers in coordination with human resources.
• Ensures restoration staff accurately records time and approve all assigned staff timecards each payroll period.
• Monitor performance of direct reports to identify coaching and training needs.
• Conducts annual employee reviews of assigned restoration staff in coordination with the Restoration Operations Manager.