Director of Emergency Services

Thomasville Restoration•Baltimore, MD

6d•Onsite

About The Position

Thomasville Restoration's vision is to be the #1 most trusted and respected restoration company. To help achieve this goal and support our growth, we are adding a Director of Emergency Services. The Director of Emergency Services leads mitigation operations across a six-state Mid-Atlantic region. This role owns operational execution, team performance, and financial results while ensuring consistent adherence to company standards, systems, and processes.

Requirements

8+ years of restoration experience, with a focus in mitigation operations.
Proven leadership managing teams and a multi-location region.
Experience owning or influencing P&L performance.
Strong understanding of job costing, scheduling, and operational efficiency.
Ability to lead in a fast-paced, detail-driven 24/7 environment.
Strong attention to detail with analytical and job auditing skills.
Strong communication, problem-solving, and decision-making abilities.
IICRC certifications preferred, including WRT, ASD, or AMRT, in conjunction with OSHA guidelines.
Experience with DASH, Xactimate, or similar platforms.

Responsibilities

Lead 24/7 EMS operations across a multi-state region, ensuring consistent execution across all markets.
Ensure jobs are completed on time, on budget, and according to company standards.
Drive scheduling discipline to maximize productivity, utilization, and response time.
Oversee equipment inventory, readiness, and deployment across all locations.
Lead operations during CAT events, storms, and high-volume periods.
Partner with HR to handle disciplinary or corrective action plans.
Enforce adherence to the TVR Playbook and disciplined use of KnowHow.
Identify operational inefficiencies and implement scalable process improvements.
Build and develop a high-performing, accountable leadership team.
Own hiring, onboarding, training, and ongoing development programs.
Conduct annual performance reviews and establish clear expectations across all levels.
Own divisional P&L performance, including revenue, cost control, and margin.
Drive initiatives that improve efficiency, capacity, and profitability.
Participate in annual planning and 3-to-4-year strategic initiatives.
Ensure a high level of customer, carrier, and partner satisfaction through strong execution and communication.
Maintain safe, compliant, and scalable operations across all markets.
Maintain strong alignment with all departments, including accounting teams.