This key team member will oversee field & back-office management of projects. They will provide expert level execution of contents inventorying, pack-out, cleaning / restoration, storage, pack back and other related production services. In addition, initial site inspections and customer engagement will be necessary. He / She will ensure timely & accurate preparation of estimates to insurance carriers and communicate with adjusters / customers on an as needed basis. This team member is responsible for the oversight and training of production level team members such as crew members, cleaning technician, warehouse material handlers and temporary laborers. He / she reports directly to the General Manager and is considered their go-to resource for all things production related. This manager's objective is to remove daily production related tasks from the general manager while ensuring workflow efficiencies and excellent customer service.
Required Resources:
- Associate’s or Bachelor’s Degree preferred; PMP Certification preferred; Equivalent industry experience may be accepted
- IICRC certification preferred (CPT, FSRT, etc.)
- 3+ years experience in project management in the restoration field
- 3+ years experience in contents inventory management, pack-out, material handling, restorative cleaning, storage, and pack-back services
- Strong understanding of insurance claim processes and carrier documentation requirements
- Proficient in estimating, contents restoration workflows, and team supervision
- Strong working knowledge of software platforms such as PSA, iCat, Google Suite, and mobile field tools
- Reliable transportation to and from the facility and job sites
- Valid U.S. driver’s license with a driving record that meets company insurance eligibility requirements (operation of company vehicles will be required)
- Must be able to pass a background check and be free of any violent crime convictions or theft-related felonies within the past 10 years
- Strong written and verbal communication skills, including the ability to work effectively with a bilingual (English/Spanish) workforce
Expectations for Daily Operational Excellence:
- Oversee and manage all aspects of restoration projects including contents inventorying, pack-out, cleaning, storage, and pack-back operations
- Perform initial site inspections, develop scopes of work, and ensure timely preparation and submission of detailed estimates
- Ensures effective workflow management and maintains timely completion and submission of final paperwork to insurance adjuster(s) upon project completion (goal is to consistently submit < 3 days with no submission greater than 7 days)
- Conduct project planning meetings with internal stakeholders
- Lead all job planning, scheduling, and resource allocation—including labor, subcontractors, equipment, and materials
- Provide expert-level use of project management and contents inventory systems such as PSA, iCat, and Xactimate
- Communicate regularly with customers, vendors, insurance adjusters, and internal stakeholders to ensure expectations are met or exceeded
- Troubleshoot contents salvageability and/or customer concerns
- Ensure technicians package contents safely and securely to prevent damage during transport and handling
- Monitor progress against project KPI’s such as job cycle time, margin, targets, and customer satisfaction scores
- Manage project budgets by monitoring expenses and ensuring profitability goals are consistently achieved
- Prepare reports for internal leadership team
- Train, mentor, and supervise production team members including crew leaders, cleaning technicians, warehouse staff, and temporary laborers
- Ensure all project documentation, customer updates, and job notes are accurately recorded in the job management system
- Oversee production workflow efficiency, safety compliance, and customer satisfaction metrics
- Conduct regular field visits and vehicle inspections to ensure adherence to safety, cleanliness, and operational standards
- Operate company vehicles, box trucks, trailers, forklifts, pallet jacks, and specialized cleaning equipment as needed
Essential Skills and Competencies:
- Highly proficient in job estimating, project scheduling, and progress tracking utilizing iCat, PSA, or similar job management platforms
- Proficient in Google Suite, email, and mobile applications
- Expert in digital contents inventory and restoration procedures
- Strong leadership skills with the ability to instruct and motivate production labor teams
- Ability to multitask, set priorities, and effectively delegate tasks under tight deadlines
- Effective communicator with clients, insurance professionals, and team members
- Demonstrated ability to troubleshoot customer issues, assess salvageability, and uphold service excellence
- Familiarity with SDS protocols and safe handling of chemicals and materials
- Able to lift 25 - 50 lbs and perform physical tasks in field conditions
- Ability to sit or stand for periods of > 2 hours continuously
- Maintains a professional, customer-first attitude aligned with company values of honesty, empathy, and servant leadership
- Committed to continuous improvement and creating a positive team culture
- Maintains a good attendance record with minimal unexcused absences or tardiness, ensuring project timelines are met
- Ability to safely and effectively operate specialized equipment, machinery, and vehicles
- Availability to respond to infrequent after-hours customer emergencies
