Director of Operations

Clean USA•Sycamore, IL

About The Position

Clean USA Water Mold & Fire is seeking a skilled Director of Operations who will provide leadership and strategic direction to the team. A successful candidate will possess a high degree of urgency, have management & team leadership experience in the restoration industry, experience growing & bringing on new divisions, and manage the company P&L. The DOO will be responsible for overseeing and managing the day-to-day operations of Mitigation, Mold, Fire, & Contents, & other Divisions as necessary. The Director of Operations will also focus on meeting and exceeding operating and financial goals, client objectives, KPI metrics, and customer needs. This individual will be focused on ensuring operational excellence in the delivery of the services Clean USA provides. This is a hands-on role, requiring the manager to step into the field when needed to support restoration or cleaning jobs and deliver excellent customer service.

Requirements

High School Diploma
Minimum 5 years of experience in general or operational management, with a strong track record in project management and customer service.
Previous P&L experience required managing budgets in the multi-millions within the service industry, with a proven track record of growing accounts.
Ideal candidates will possess a high energy level that is communicated to the team they will lead
Demonstrate proven success in interfacing with a variety of organizational functions and considerable negotiation skills are also needed to drive results.
The ability to manage in a diverse environment with focus on client and customer services is a key success measure

Nice To Haves

Previous management experience in the Restoration industry highly preferred, previous home service or construction management experience a plus.
Required IICRC WRT, ASD, AMRT, FSRT certifications are highly desirable.
Proficiency with industry standard software, including DASH, MICA, Xactimate, Power BI.
Prior experience in mentoring and developing management, marketing, sales & production teams.
High degree of integrity and business maturity

Responsibilities

Operational Management: Manage all operations of the organization including P&L responsibility
Oversee daily operations, including pre-production and work-in-progress job boards.
Ensure jobs are completed within established schedules and quality standards.
Responsible for the training, development and performance management of sales, administrative, and production personnel.
Foster a positive work environment and utilize effective communication skills at all levels of the organization with a focus on company culture
Stakeholder Communication: Respond to inquiries from insurance adjusters, homeowners, and property managers.
Drive restoration projects by removing obstacles through clear communication with all parties involved.
Project Efficiency: Ensure jobs progress as planned and efficiently.
Ensure job cycle times are below 10 days
Customer and Team Interaction: Champion communication efforts on complex or sensitive jobs.
Resolve customer service issues, staff performance concerns, and project execution challenges professionally.
Customer Reviews: Ensure technicians secure 5-star reviews and follow up to address and improve less-than-5-star reviews.
Fleet and Equipment Management: Manage truck loading and ensure technician teams are equipped for their projects.
Manage and oversee equipment repairs, inventory, and procurement.
Visual and Operational Standards: Ensure trucks and equipment are stocked, operating correctly, and visually maintained.
Maintain technician professionalism and proper equipment use.
Training and Supervision: Train and supervise a high-performing team, conducting weekly training and safety meetings.
Manage overtime, scheduling, and approve requests for sub-labor as needed.
Performance Metrics and Reports: Review DASH and Power BI reports for performance evaluations and improvements.
Conduct weekly ride-a longs to inspect job sites.
Cross-Departmental Collaboration: Work with sales, marketing, and finance departments to align operational efforts and ensure overall efficiency.
Handling New Losses: Capable of managing new loss jobs from start to finish during peak demand periods.
On-Call and Technology Utilization: Participate in on-call phone rotations, after hours Manager on Duty rotation, and work overtime as required.
Utilize industry technology to improve efficiency, including phone applications and moisture management systems.
Invoicing & Collections Work with the production team and office staff to keep time to collect less than 30 days.
Estimation Duties: Produce remediation damage estimates and serve as a backup to the Project Managers
Train, manage, and keep Project Managers accountable and ensure minimum closing percentages and Gross Profit Margins are achieved