Branch Manager

Merit Restorations•Lynchburg, VA

32d•Onsite

About The Position

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 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. 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.

Requirements

Minimum of 5-8 years in the restoration or construction industry.
Proven leader with strong team-building, motivation, and retention skills, capable of running daily branch operations while still carrying a full project load of their own.
Self-directed and driven — you take ownership of outcomes, not just activities.
Strong organizational, planning, and time management skills with the ability to prioritize across multiple projects at once.
A clear, confident communicator — with clients, adjusters, your team, and the executive team.
Resilient and resourceful, especially when launching or stabilizing a new office.
Strong problem-solving skills, with a customer service mindset that includes negotiation and conflict resolution.
Detail-oriented with a focus on accuracy and quality.
Demonstrated ability to grow sales, with an understanding of budgeting, profit margins, and profit and loss statements.
Experience with XactAnalysis, Xactimate, and Cotality Estimate (Symbility) is preferred, but training will be provided if needed.
Level 1 certification in Xactimate or willingness to obtain certification.
Knowledge of TPA procedures is a plus.
WRT, ASD, Mold, or other IICRC certifications are advantageous.
Bachelor's degree (BA/BS) or equivalent experience is a plus.
Valid driver's license and eligibility to work in the United States.
Ability to pass a background check and drug screening; no felony convictions.

Nice To Haves

Experience with XactAnalysis, Xactimate, and Cotality Estimate (Symbility) is preferred, but training will be provided if needed.
Level 1 certification in Xactimate or willingness to obtain certification.
Knowledge of TPA procedures is a plus.
WRT, ASD, Mold, or other IICRC certifications are advantageous.
Bachelor's degree (BA/BS) or equivalent experience is a plus.

Responsibilities

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
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
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
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
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
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