Branch Manager

Branch Manager

We specialize in mitigating and rebuilding residential and commercial properties damaged by fire, water, storms, and other disasters. We partner with leading insurance carriers and handle everything from emergency cleanup to complete rebuilds, with a focus on safety, integrity, and advocacy. As entrepreneurs, we take full ownership of the work we do and the families we serve.

At Merit, our purpose is simple and non-negotiable: we work together as a team so we can change lives. Teamwork is the foundation of everything we dobecause teamwork creates impact, and impact changes lives. We exist to help people, and the only way we do that at the highest level is by moving as one team, aligned in mission, values, and execution.

We exist for two families. The families we serve and the families inside this company. When we work together and serve our clients at the highest level, both families win.

As Branch Manager, you are responsible for the daily operations and overall performance of the branch, including direct oversight of office and field personnel. As needed, you may also serve as Estimator and/or Project Manager for large-loss, complex, commercial, or high-visibility claims, or step into other roles required to protect the health of the branch.

As Branch Manager, you have full ownership of:

• Branch staff development, coaching, accountability, and retention
• Daily, weekly, and monthly branch performance (revenue, margin, billing, AR)
• Customer updates, expectations, and satisfaction in accordance with SOPs
• Subcontractor assignment and oversight on approved jobs
• Enforcing compliance with SOPs, Albi, and company protocols
• Maintaining branch culture, morale, and operational discipline
• Branch vehicle and fleet oversight

Core duties and responsibilities include the following. Other duties may be assigned.

Strategy, Leadership & Branch Management

• Lead branch strategy in alignment with Merit's mission, values, and operational standards
• Build and maintain a strong branch culture rooted in accountability, ownership, and trust
• Oversee staffing, scheduling, and daily coordination of office and field teams
• Lead weekly performance reviews with Project Managers and key staff
• Exercise hiring and termination authority for field staff within approved thresholds
• Escalate issues appropriately, including expenses over $5,000, legal matters, or SOP deviations
• Build and maintain strong relationships with adjusters, brokers, TPAs, and referral partners
• Branch vehicle and fleet oversight, including ownership of monthly inspections, cleanliness and professional appearance, mileage and usage accountability, accident reporting and follow-up, preventive maintenance, and compliance with all safety, inspection, and registration requirements ensuring all vehicles are safe, reliable, and represent the Merit brand well

Daily Execution & Operational Control

• Review branch schedule and capacity for the upcoming seven days
• Review the "jobs at risk" dashboard daily and ensure timely corrective action
• Monitor customer concerns, delays, and survey feedback; personally address neutral or negative feedback
• Communicate daily priorities, escalations, and customer-impacting updates to the team
• Approve purchases under $5,000 and ensure material orders align with scope and budget
• Review billing readiness, revenue billed, collections progress, and aging receivables
• Conduct daily walkthroughs of the office and warehouse for cleanliness, safety, and readiness
• Ensure documentation, invoices, logs, and project notes are accurate and complete

Claim Oversight & Execution

• Assign incoming claims evenly and strategically across project managers and technicians
• Conduct weekly PM reviews focused on open jobs, receivables, communication quality, job costing, and customer experience
• Serve as Estimator or Project Manager for large-loss, complex, commercial, or high-visibility claims when needed
• Prepare scopes and estimates using Xactimate and submit to carriers or clients
• Oversee supplements, change orders, invoicing, and carrier communications
• Handle escalations, warranty issues, and program compliance requirements

Customer, Team & Vendor Leadership

• Maintain high-level communication with customers at key milestones
• Participate in complex job kickoff meetings
• Ensure carrier-required updates are timely and properly documented
• Develop, coach, and retain a strong, productive team
• Assign and oversee subcontractors from the approved vendor pool and ensure compliance with expectations

Financial & Operational Stewardship

• Manage branch budget and ensure revenue and margin targets are met
• Monitor financial indicators weekly, including revenue billed, AR aging, profitability, and close rates
• Ensure projects are executed in alignment with branch financial goals