Operations Manager

Position Overview As Operations Manager, you will provide hands-on leadership to your team, focusing on efficient daily operations, supporting growth, and maintaining profitability in a dynamic restoration environment. We set achievable targets and expect you to deliver consistent performance, turning operational challenges into reliable results. This role requires a mix of tactical oversight, direct coaching, and practical execution to build a capable team. Key Responsibilities: Leadership and Strategic Execution Support the company's vision by delivering strong experiences for employees and customers, embodying our core values in daily actions. Assist in developing and implementing the annual operating plan, contributing to steady growth and profitability; monitor progress regularly and provide updates with practical suggestions. Promote effective communication, coaching, training, and engagement to motivate your team; maintain an approachable style for addressing workplace concerns, building positive team dynamics and a supportive environment. Work collaboratively with Business Development, Finance, Operations Excellence, and Human Resources to ensure team goals align with broader division objectives. Show initiative, solid industry knowledge, and good judgment to handle restoration challenges, from on-site mobilizations to ongoing client support. Implement emerging technologies and process improvements to improve restoration efficiency and shorten project timelines. Operations and Profitability Use financial data to guide decisions, tracking key KPIs (Kustoms Six Signs of Success) to identify and address performance issues promptly. Manage daily operations from initial customer intake through project completion and billing, ensuring smooth delivery of restoration services that meet client needs. Build positive relations among job site staff, subcontractors, and stakeholders to reduce disruptions and improve efficiency. Support profitability by reviewing job invoices, accounts payable/receivable, and related expenses; contribute to cost control, waste reduction, and quality checks to hit financial targets. Ensure availability of equipment, materials, and resources for projects; monitor job costing, procedures, and expense approvals for your team. Help execute the Annual Operating Plan, balancing growth initiatives with careful financial management to achieve targeted results. Manage relationships with vendors and subcontractors to secure timely materials while controlling costs and handling disruptions during busy periods. Team Development and Employee Relations Manage and develop your operations team, handling staffing needs including hiring, performance reviews, and terminations to maintain effective team levels for ongoing work. Contribute to bench strength through identifying potential leaders, regular feedback, and supporting professional growth to strengthen the team. Serve as the primary point for resolving job-related issues, enforcing company processes, standards, and a focus on ongoing improvement. Encourage employee engagement and ethical behavior, leading in team relations to improve retention and morale. Safety and Compliance Uphold our safety-first culture, ensuring full compliance with safety policies, procedures, and regulations (e.g., OSHA, IICRC standards) on all projects. Manage risks in operational settings, from job sites to emergency responses, to safeguard teams, clients, and the business. Sales and Business Development Support the sales/marketing team in driving volume, helping identify opportunities and assisting in converting leads to restoration jobs. Oversee collections for your projects to support cash flow and meet revenue goals. Apply industry knowledge to recognize trends in disaster recovery, helping position the team as reliable through targeted outreach and partnerships. Gather customer feedback and support loyalty efforts to improve Net Promoter Scores (NPS) and encourage repeat business, including follow-ups after projects. Skills & Competencies: Inspirational Leadership: Motivate and supervise teams through vision-setting, delegation of assignments, and conflict resolution to sustain high performance during disasters, essential for guiding diverse groups in crises. Strategic Planning: Craft annual plans aligning growth/profitability with company vision in volatile markets, leveraging strong critical thinking; drives proactive, goal-oriented decisions for long-term success. P&L Management: Monitor metrics (e.g., margins) to achieve revenue targets and control costs as a highly motivated, goal-oriented leader; core to financial accountability and aggressive growth. Project & Resource Management: Oversee end-to-end projects using tools like Xactimate for efficiency, with strong time management, organization, and attention to detail for accuracy and quality. Revenue Generation: Lead teams to close high-value contracts through value-based selling; fuels aggressive sales growth while emphasizing quality outcomes. Emotional Intelligence: Foster trust, empathy, and excellent interpersonal skills to manage diverse personalities and maintain morale in 24/7 emergencies; key for retention and positive relations. Change Management: Adapt to disruptions (e.g., supply chains) for seasonal resilience, applying critical thinking to navigate ambiguity; enables agility in unpredictable events. Safety & Compliance: Enforce OSHA/IICRC standards to mitigate liabilities in hazardous sites, prioritizing organization and detail for risk-free operations; protects people, projects, and profitability. Communication Excellence: Clearly articulate ideas verbally and in writing (reports, pitches), with comfort in public speaking to bridge field ops and executives; ensures alignment and stakeholder buy-in. Restoration Expertise: Master techniques for project quality and compliance, with a focus on efficiency and excellence; builds credible industry leadership. Experience & Systems Requirements: Experience: 7+ years in restoration, construction, or facilities management, with at least 3 years in a senior leadership role (e.g., GM or Operations Director) driving P&L responsibility and team growth in a branch or regional setting. Education: Bachelor's degree in Business Administration, Construction Management, or a related field or equivalent work experience; advanced certifications (e.g., IICRC Senior Certified, PMP) preferred. Industry Knowledge: Proven expertise in restoration services, including emergency response protocols, insurance claims processing, and commercial/multi-family project delivery. Physical Requirements & Working Conditions: Ability to perform all office activities typically expected in an office setting, including: o Remaining seated for extended periods. o Engaging in computer work. o Participating in filing tasks. o Lifting and carrying office supplies (up to 25 pounds). Regularly required to talk and hear while performing job duties. Fine hand manipulation skills (such as keyboarding). Exposure to general office conditions during work. The noise level in the work environment is usually moderate. Environmental Conditions Combination of office and on-site work, requiring adaptability to different settings. #ZR