Restoration Operations Manager

This role is for an experienced restoration operations leader with strong team management and operational expertise in the property damage restoration industry. The Restoration Operations Manager is a senior leadership role responsible for the overall performance, profitability, and growth of operations across SERVPRO Team JRF locations in New Hampshire. This position owns the P&L, drives key performance metrics (KPMs), ensures brand-standard compliance, and dedicates approximately 15-20% of working time to NH commercial business development targeting property managers, insurance adjusters, municipalities, facility managers, and first responder networks. Based out of the Manchester, NH office, this role combines hands-on operational leadership with strategic growth responsibilities.

Responsibilities

• P&L Ownership & Financial Management
  • Own the P&L for all Team JRF franchise locations in NH, with direct accountability for revenue, gross margin, and net profitability targets.
  • Work with ownership and the executive team to develop financial plans for mitigation operations across both locations.
  • Review financial performance monthly; identify variances, diagnose root causes, and implement corrective actions to stay on plan.
  • Manage job costing and pricing to maintain target gross margins on all mitigation projects.
  • Control operational expenses including labor, equipment, materials, subcontractors, and vehicle costs.
  • Assign quarterly financial objectives to mitigation managers and hold them accountable for results.
• Key Performance Metrics (KPMs)
  • Track, analyze, and drive improvement on all mitigation KPMs, including:
    • Revenue per job: Monitor and improve average revenue per mitigation job through proper scoping, documentation, and supplements.
    • Gross margin: Maintain target gross margins through efficient labor management, equipment utilization, and job costing discipline.
    • Cycle time: Reduce average job cycle time from first notice of loss to job completion and file close.
    • Response time: Ensure crews are on-site within target timeframes (goal: 1–2 hours for emergency calls).
    • Customer satisfaction: Maintain high satisfaction scores and manage review generation; address complaints within 24 hours.
    • Close rate: Track lead-to-job conversion rates and identify leakage points in the sales-to-production handoff.
    • Equipment utilization: Maximize utilization rates on dehumidifiers, air movers, and other equipment inventory.
    • Collection rate: Ensure timely invoicing and drive accounts receivable collection within target DSO (days sales outstanding).
  • KPMs will be reviewed with GM weekly and monthly with ownership. Present data-driven analysis and action plans for any metrics trending below target.
• Operations Management
  • Oversee day-to-day operations across NH locations, ensuring consistency in quality, safety, and processes.
  • Manage daily WIP meetings and ensure efficient and productive scheduling.
  • Manage on-call rotation.
  • Evaluate all estimates to ensure fair, accurate billing, minimize job costs and maximize profitability.
  • Define, revise, and implement policies, procedures, and guidelines across all mitigation divisions to maintain consistency across both locations.
  • Ensure all production teams comply with SERVPRO brand standards, safety rules, OSHA requirements, and company policies.
  • Develop and implement quality control programs; monitor corrective actions and ensure projects conform to scope, plans, and specifications.
  • Manage procurement, equipment inventory, and resource allocation across both locations to optimize utilization and minimize downtime.
  • Evaluate the efficiency of operational procedures against organizational objectives and implement continuous improvements.
  • Develop and maintain emergency preparedness plans, including strategies for rapid response and continuity of operations during large-loss or catastrophic events.
  • Coordinate with the General Manager and executive leadership to align operations across all Team JRF locations with company-wide standards and initiatives.
• Commercial Business Development (15-20% of Time)
  • Drive commercial growth for Team JRF’s NH franchises by dedicating approximately 4–6 hours per week to proactive business development with target segments:
    • Property Management Companies: Build preferred-vendor relationships with regional PM firms managing commercial and multi-family portfolios.
    • Insurance Adjusters & Carriers: Develop relationships with large-loss adjusters, desk adjusters, and independent adjusters who control vendor selection on major commercial claims.
    • Municipal & Government Agencies: Establish SERVPRO as the preferred restoration vendor for NH towns, school districts, and state agencies; get on vendor lists and present emergency response capabilities.
    • Commercial Facility Managers: Target hospitals, universities, hotels, and large office complexes with proactive property assessments and emergency response plans.
    • First Responder Networks: Build relationships with fire departments and emergency management directors who refer restoration vendors to property owners after fire and flood events.
  • Weekly BD activities include: 4–6 new outreach contacts, 6–8 follow-up touches, 1–2 in-person meetings or facility walk-throughs, LinkedIn engagement and content sharing, and pipeline/SalesForce updates every Friday.
  • Host or co-host at least one CE Lunch & Learn or industry event per quarter.
  • Revenue expectation: Build a commercial pipeline that contributes $1M in incremental annual commercial revenue within 12 months of plan launch.
• Team Leadership & Human Resources
  • Recruit, hire, train, and develop production teams and project managers across NH franchises.
  • Conduct regular performance reviews and provide coaching, feedback, and development plans for direct reports.
  • Cultivate rising talent within the organization; identify and develop future leaders for succession planning.
  • Ensure all team members maintain required certifications (IICRC WRT, ASD, FSRT, etc.) and complete ongoing training.
  • Foster a culture of accountability, professionalism, urgency, and customer-first service across all mitigation divisions.
  • Manage staffing levels and on-call schedules to ensure 24/7 emergency response capability.
• Communication & Relationship Management
  • Serve as the primary point of contact for key commercial clients, insurance partners, and municipal accounts across NH.
  • Build and maintain trusted relationships with adjusters, property managers, agents, and other referral sources.
  • Communicate regularly with ownership on operational performance, financial results, pipeline progress, and strategic issues.
  • Collaborate cross-functionally with the General Manager, accounting, marketing, and administrative teams.
• Risk Management & Compliance
  • Assess, analyze, and mitigate operational risks across all Team JRF mitigation activities.
  • Ensure compliance with OSHA, EPA, and all applicable federal, state, and local regulations.
  • Maintain proper documentation, job files, moisture logs, and photo records on every project for liability protection and insurance compliance.
  • Oversee facilities/building management and organization, vehicle fleet safety, maintenance, and compliance across all locations.

Requirements

• 5+ years of experience in restoration, mitigation, or a closely related field (construction, disaster recovery, environmental services).
• 3+ years in a management or supervisory role with P&L responsibility.
• IICRC WRT (Water Restoration Technician) certification; additional IICRC certifications strongly preferred (ASD, FSRT, AMRT, OCT).
• Demonstrated ability to read and manage a P&L, control job costs, and drive profitability.
• Strong technical knowledge of water, fire, mold, and storm damage mitigation processes and equipment.
• Proficiency with Xactimate, moisture meters, thermal imaging, and standard restoration technology.
• Excellent communication and relationship-building skills; comfort engaging with commercial decision-makers.
• Valid driver’s license and ability to pass a background check.
• Participate in on-call rotation and respond to emergencies as needed, including nights and weekends.

Preferred Qualifications

• Experience with SERVPRO systems, processes, and brand standards.
• Familiarity with insurance claims processes and TPA/program work.
• Business development or sales experience, particularly in commercial restoration or B2B services.
• Experience with CRM systems and pipeline management.
• OSHA 30-hour certification.
• Lead RRP and/or asbestos awareness certifications.

Working Conditions & Physical Requirements

• Primary office location: Manchester, NH.
• Regular travel between MA and NH franchise locations and to client sites, fire departments, municipal offices, and industry events.
• Must be able to work in active restoration environments, including exposure to water, mold, fire damage, and construction conditions.
• Ability to lift 50+ lbs, climb ladders, and work in confined spaces as needed during job site inspections.
• On-call availability for after-hours emergency response on a rotating and as-needed basis.

Pay

Competitive base salary with performance-based bonus tied to P&L results, KPM achievement, and commercial revenue growth.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• 401(k) with matching
• Profit sharing
• Bonus based on performance
• Company car
• Professional development support, including industry certifications and continuing education