Restoration Operations Manager
Manchester, NH
**This role is for an experienced restoration operations leader with strong team management and operational expertise in the property damage restoration industry.**
The Mitigation Operations Manager is a senior leadership role responsible for the overall performance, profitability, and growth of mitigation operations across SERVPRO Team JRF locations in New Hampshire. This position owns the mitigation P&L, drives key performance metrics (KPMs), ensures brand-standard compliance, and dedicates approximately 10–15% 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. The ideal candidate is a technically credible restoration professional who can lead teams, manage financials, and build commercial relationships that generate recurring, high-value revenue.
Core Responsibilities
1.Operations Management
- Oversee day-to-day mitigation 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 mitigation 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
2. P&L Ownership & Financial Management
- Own the mitigation 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
3. Key Performance Metrics (KPMs)
- The Mitigation Operations Manager is directly responsible for tracking, analyzing, and driving 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)
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KPMs will be reviewed with GM weekly and monthly with ownership. The Operations Manager is expected to present data-driven analysis and action plans for any metrics trending below target.
4. Commercial Business Development (10–15% of Time)
A critical function of this role is driving commercial growth for Team JRF’s NH franchises. The Operations Manager will dedicate approximately 4–6 hours per week to proactive business development with the following target segments:
- Property Management Companies: Build preferred-vendor relationships with regional PM firms managing commercial and multi-family portfolios in the Team JRF NH franchise territories
- 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. The Operations Manager should 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.
5.Team Leadership & Human Resources
- Recruit, hire, train, and develop mitigation production teams and managers across NH locations
- 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
6. 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
7. 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
Qualifications
Required
- 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
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Preferred
- 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 B2Bservices
- 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
Compensation & Benefits
This is a full-time, exempt, salaried position. Compensation is commensurate with experience and includes:
- Competitive base salary
- Performance-based bonus tied to P&L results, KPM achievement, and commercial revenue growth
- Company vehicle
- Benefits package (health, dental, vision, PTO, 401k, profit share, etc.)
- Professional development support, including industry certifications and continuing education
SERVPRO Team JRF is an equal opportunity employer.
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. SERVPRO Team JRF reserves the right to modify this description at any time.
