TPA Production Manager

Job Description

Job Description

We are an established and growing restoration general contractor that specializes in rebuilding and restoring residential buildings after a flood, fire, or other natural disaster. We are seeking a TPA Production Manager to join our team. The TPA Production Manager is responsible for managing all restoration projects assigned through Third-Party Administrator (TPA) and managed repair programs. This position ensures compliance with carrier and program requirements while delivering exceptional customer service, maintaining profitability, and achieving operational performance objectives.

The TPA Production Manager oversees project execution from assignment through completion, coordinating resources, managing field personnel, maintaining communication with insurance carriers and program representatives, monitoring compliance metrics, and ensuring projects are completed on time, within budget, and in accordance with company standards. This role serves as the operational leader for all TPA-driven work and acts as the primary point of accountability for program scorecards, cycle times, customer satisfaction ratings, and key performance indicators (KPIs).

United Property Restoration Services is committed to our CARE AT WORK philosophy providing our customers the expertise needed to recover and rebuild their property. Our company prides itself on our strong company culture and team dynamic.

Essential Duties and Responsibilities:

Program Management:

• Manage all projects received through TPA and managed repair programs.
• Ensure compliance with individual carrier and TPA program guidelines, requirements, and timelines.
• Monitor program scorecards, KPIs, customer satisfaction ratings, cycle times, and response metrics.
• Implement corrective action plans when program performance metrics fall below expectations.
• Maintain strong relationships with carrier representatives, program managers, adjusters, and claim professionals.
• Attend carrier and program review meetings as required.

Production Management:

• Oversee reconstruction activities for assigned TPA projects.
• Develop project schedules and coordinate manpower, equipment, materials, and subcontractors.
• Monitor daily production activities to ensure projects remain on schedule.
• Review job progress and production reports regularly.
• Ensure proper documentation is maintained throughout the life cycle of each claim.
• Verify all work is performed according to company standards, industry best practices, and carrier requirements.

Financial Performance:

• Manage project budgets and monitor job profitability.
• Review estimates, supplements, change orders, and invoicing for accuracy and compliance.
• Ensure proper billing procedures are followed in accordance with program requirements.
• Monitor gross profit performance and identify opportunities to improve operational efficiencies.
• Coordinate with estimating, accounting, and operations personnel to ensure timely project closeout.

Customer Service:

• Maintain proactive communication with policyholders throughout the restoration process.
• Resolve customer concerns and escalations promptly and professionally.
• Ensure an exceptional customer experience that exceeds carrier and company expectations.
• Monitor customer satisfaction surveys and implement improvements when necessary.

Team Leadership:

• Supervise production teams assigned to TPA projects.
• Provide coaching, training, and performance development for supervisors and technicians.
• Promote accountability, professionalism, and customer-focused service.
• Conduct regular project reviews and operational meetings.
• Foster a culture of safety and continuous improvement.

Compliance & Quality Assurance:

• Ensure adherence to all company policies, program requirements, and industry regulations.
• Conduct jobsite inspections and quality control reviews.
• Verify all required documentation, photographs, drying reports, moisture logs, and project records are completed accurately.
• Maintain compliance with OSHA, IICRC, EPA, state regulations, and company safety standards.
• Support internal and external audits as required.

Qualifications:

Education & Experience:

• Associate's or Bachelor's Degree in Construction Management, Business, Restoration Management, or related field preferred.
• Minimum 5 years of restoration industry experience.
• Minimum 3 years of leadership or management experience.
• Experience with insurance restoration, managed repair programs, and TPA networks required.

Preferred Industry Certifications:

• IICRC Water Restoration Technician (WRT).
• IICRC Applied Structural Drying (ASD).
• IICRC Applied Microbial Remediation Technician (AMRT).
• OSHA 10 or OSHA 30.
• Xactimate Certification.

Compensation: Competitive base salary, health insurance, retirement matching program, holiday and paid time off, referral program, cell phone allowance, travel compensation/company vehicle use, and opportunities for career advancement.