Branch Manager

Branch ManagerWe 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 do—because 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 retentionDaily, weekly, and monthly branch performance (revenue, margin, billing, AR)Customer updates, expectations, and satisfaction in accordance with SOPsSubcontractor assignment and oversight on approved jobsEnforcing compliance with SOPs, Albi, and company protocolsMaintaining branch culture, morale, and operational disciplineBranch vehicle and fleet oversightCore duties and responsibilities include the following. Other duties may be assigned.Strategy, Leadership & Branch ManagementLead branch strategy in alignment with Merit's mission, values, and operational standardsBuild and maintain a strong branch culture rooted in accountability, ownership, and trustOversee staffing, scheduling, and daily coordination of office and field teamsLead weekly performance reviews with Project Managers and key staffExercise hiring and termination authority for field staff within approved thresholdsEscalate issues appropriately, including expenses over $5,000, legal matters, or SOP deviationsBuild and maintain strong relationships with adjusters, brokers, TPAs, and referral partnersBranch 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 wellDaily Execution & Operational ControlReview branch schedule and capacity for the upcoming seven daysReview the "jobs at risk" dashboard daily and ensure timely corrective actionMonitor customer concerns, delays, and survey feedback; personally address neutral or negative feedbackCommunicate daily priorities, escalations, and customer-impacting updates to the teamApprove purchases under $5,000 and ensure material orders align with scope and budgetReview billing readiness, revenue billed, collections progress, and aging receivablesConduct daily walkthroughs of the office and warehouse for cleanliness, safety, and readinessEnsure documentation, invoices, logs, and project notes are accurate and completeClaim Oversight & ExecutionAssign incoming claims evenly and strategically across project managers and techniciansConduct weekly PM reviews focused on open jobs, receivables, communication quality, job costing, and customer experienceServe as Estimator or Project Manager for large-loss, complex, commercial, or high-visibility claims when neededPrepare scopes and estimates using Xactimate and submit to carriers or clientsOversee supplements, change orders, invoicing, and carrier communicationsHandle escalations, warranty issues, and program compliance requirementsCustomer, Team & Vendor LeadershipMaintain high-level communication with customers at key milestonesParticipate in complex job kickoff meetingsEnsure carrier-required updates are timely and properly documentedDevelop, coach, and retain a strong, productive teamAssign and oversee subcontractors from the approved vendor pool and ensure compliance with expectationsFinancial & Operational StewardshipManage branch budget and ensure revenue and margin targets are metMonitor financial indicators weekly, including revenue billed, AR aging, profitability, and close ratesEnsure projects are executed in alignment with branch financial goals