Restoration Operations Manager

Job Description

Job DescriptionSERVPRO of Manchester is adding an experienced disaster restoration Operations Manager to our team!

As the Operations Manger, you will be responsible for coordinating and overseeing the daily operations of the franchise. You'll hire, train, and develop the franchise employees, impacting their future as much as yours, while ensuring our customers and clients receive the highest quality of work and are excited to refer us to others! This front-line management position leads their team to operational excellence. The Operations Manager is measured on having a ready team of production members who are knowledgeable, well trained, supplied with necessary equipment in good working condition as well as being proficient and safe drivers. The Operations manager closely supervises the production staff on a daily basis.

You must have relevant Disaster Restoration experience to qualify for this position.

Benefits
SERVPRO of Manchester offers:

• ­ Great salary + performance bonus
• ­ Health/Vision/Dental paid 100% by company
• ­ 401k match + profit sharing
• Company vehicle
• ­ Professional development
• And more!

Key Responsibilities1. Customer Service
a. Oversees the customer/client experience and overall satisfaction, ensuring all production staff are well trained, meet and exceed expectations for job quality, and customer interactions with crews are professional, helpful, and polite.
b. Ensures that all technicians’ appearance meets company expectations (uniforms, cleanliness, neat appearance, no piercings, well groomed)

2. Production Capacity
a. Meets regularly with GM to assess capacity needs
b. Creates hiring and training plans for production crew and manages those plans to meets present and future needs
c. Ensures that team of technicians is capable and ready for emergency and regularly scheduled jobs
d. Creates plan for and ensures that production crews are ready to dispatch during storm events to include technicians supervising temps
e. Responsible for hiring, placing ads, interviewing and hiring of production staff

3. Production Staff Training and Management
a. Ensures production staff is fully capable to perform necessary responsibilities.
b. Ensures that each technician completes all required training. Oversees individual training and schedules technician training. Creates training plan for each technician and ensures that this is followed to include:
• Driver training modules. Includes production manager riding with technician to complete driver safety course
• LMS training
• DryBook training
• Other training modules
• Schedules IICRC certification courses for promising technicians that show ability and interest
c. Meets with each production staff member biweekly to review job performance, career development and training plan
d. Creates plan for and assesses and supports production staff in their training development for career growth
e. Attains required number of crew chiefs or leads by developing exceptional technicians
f. Responsible for job reviews, approving time off requests, managing all HR responsibilities for production staff
g. Ideally spends 50% of day out in the field at each job to assess work quality, adherence to guidelines and expectations, and perform field training. Production manager’s goal is to get to every job every day when possible.
h. Regularly meets with project managers for feedback on technician performance and to identify necessary areas of improvement

4. Collaboration with office and project managers
a. Facilitates changes to crew schedule and communicates updated information to office staff
b. Works with office manager and project managers each day to develop efficient daily job schedule

5. Facilities and Equipment
a. Responsible for the maintenance, cleanliness, organization of warehouse and office facilities.
b. Manages and directs daily schedule of facilities supervisor.
c. Ensures all equipment is clean and is in good, ready working condition.
d. Ensures any broken or damaged equipment is repaired promptly and put back into service
e. Assesses product and consumable needs weekly and works with GM to maintain proper inventory levels.
f. Responsible to produce an accurate and complete equipment inventory monthly and submit to GM and owner monthly

6. Vehicles
a. Performs daily inspection of all vehicles and holds all staff to maintain clean and organized vehicles
b. Responsible for all vehicle scheduled maintenance and repair (recalls, inspections, etc.)
c. Regular inspection of employee company vehicles to ensure adherence to company maintenance, cleanliness and to ensure vehicle-related policies are being followed
Position Requirements

• Bachelors degree preferred
• 5+ years of management experience
• 3+ years of restoration industry experience REQUIRED
• IICRC certifications – WRT and ASD, Master designation a plus
• Experience in building a strong team with tangible leadership skills
• Proven track record of growing business revenue
• Strong process and results driven attitude
• Ability to multitask and to remain detail orientated
• Must be knowledgeable in relevant computer applications

Skills/Physical Demands/Competencies

• Ability to lift a minimum of 50 pounds regularly, occasionally up to 100 pounds with assistance
• Ability to climb ladders, work at ceiling heights, work in tight spaces (e.g., crawl spaces, attics)
• Ability to repetitively push/pull/lift/carry objects
• Ability to work with/around cleaning agents

Each SERVPRO® Franchise is Independently Owned and Operated.