Director - Emergency Services

Implement4•Memphis, TN

About The Position

Implement4 is conducting a confidential search on behalf of an established restoration organization for a Director of Mitigation & Contents Operations. The position is a full-time regional opportunity in the Southeastern United States. The Director will lead mitigation and contents operations, developing high-performing teams, improving operational processes, and taking direct responsibility for financial performance and business growth. The Director will oversee water mitigation, fire restoration, mold remediation, storm response, and contents services. This hands-on leadership role combines strategic planning with operational execution to ensure efficient project delivery, accountable teams, strong margins, and exceptional customer service. The position also involves coordinating emergency response and large-loss projects, developing field leaders, maintaining quality and compliance, and supporting customer and business relationships. The successful candidate will improve operational performance and profitability, strengthen field leadership, increase production efficiency, maintain customer satisfaction and quality, and build repeatable systems that support sustainable growth. The role requires travel as needed and support for emergency or large-loss response. Compensation is described as competitive executive-level compensation based on experience, leadership capabilities, and performance; specific details will be discussed with qualified candidates. Employer information will be shared with qualified candidates during the recruiting process.

Requirements

At least 7 years of progressive experience in restoration, mitigation, or emergency services operations.
At least 3 years in senior operational leadership or multi-location management.
Proven experience overseeing water mitigation, fire restoration, and contents operations.
Strong understanding of restoration job costing, budgets, gross margins, and P&L management.
Demonstrated ability to lead managers, supervisors, and field production teams.
Experience developing and implementing standard operating procedures.
Strong knowledge of insurance restoration workflows and claims processes.
Experience with Xactimate, XactAnalysis, or comparable restoration management systems.
IICRC Water Damage Restoration Technician (WRT) and Applied Structural Drying (ASD) certifications.
Ability to travel as needed and support emergency or large-loss response.
Valid driver's license and acceptable driving record.

Nice To Haves

IICRC Master Water Restorer or Master Fire and Smoke Restorer designation.
Fire and Smoke Restoration Technician (FSRT) certification.
Contents restoration training or certification.
Experience overseeing operations across multiple locations.
Experience scaling production teams or improving underperforming operations.
OSHA 30 or comparable safety training.
Experience managing commercial large-loss restoration projects.
Bilingual English/Spanish communication skills.

Responsibilities

Direct daily operations across water mitigation, fire restoration, mold remediation, storm response, and contents services.
Oversee managers, supervisors, and field technicians to support efficient project execution.
Establish consistent operating procedures, quality standards, and performance expectations.
Improve job scheduling, labor utilization, equipment management, and production efficiency.
Monitor project progress, resolve operational challenges, and maintain customer satisfaction.
Coordinate emergency response and large-loss projects, including catastrophe-related resource deployment.
Own departmental P&L performance, budgets, and operational profitability.
Monitor gross margins, labor costs, equipment utilization, and job profitability; identify ways to improve efficiency and reduce expenses.
Establish and monitor KPIs for revenue, cycle times, gross margins, productivity, and customer satisfaction.
Develop operational plans with leadership to support revenue and profitability goals.
Recruit, train, mentor, and develop mitigation and contents leadership teams.
Set performance expectations and accountability standards, build a culture of urgency, professionalism, quality, and profitability, and develop future managers.
Implement training to improve technical knowledge, production consistency, and employee performance.
Ensure projects follow applicable IICRC standards and industry best practices, with accurate documentation, moisture monitoring, and project files.
Support OSHA compliance and safe working conditions; conduct quality reviews and implement corrective actions.
Ensure projects meet customer, insurance carrier, and company requirements.
Coordinate with business development, estimating, reconstruction, and administrative teams to support revenue growth.
Maintain professional relationships with insurance carriers, adjusters, property managers, and referral partners.
Ensure operational capacity supports new business opportunities and improve customer communication and transitions between mitigation, contents, and reconstruction.
Identify opportunities to expand services and increase operational capacity.