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 (Kustom’s 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.

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