General Manager, Restoration Division (Disaster Restoration)

ServiceMaster Elite Cleaning Services•Metairie, LA

About The Position

ServiceMaster Clean is seeking an experienced General Manager to lead all operations of its restoration division. This senior leadership role oversees the full lifecycle of water, fire, mold, contents pack-out, and reconstruction-coordination projects, from field execution through financial performance. The position reports directly to the owners. The General Manager leads restoration operations, manages the division’s profit and loss, develops budgets and forecasts, and reports performance to ownership. The role also manages relationships with third-party administrator (TPA) programs, insurance adjusters, homeowners, property owners, vendors, and subcontractors. The General Manager leads field crews, project managers, and administrative staff, and is responsible for staffing, training, coaching, accountability, and team culture. The position requires occasional travel and availability for weekends and storm mobilizations as needed. IICRC certifications are required; WRT, ASD, AMRT, FSRT, OCT, and HST certifications are preferred.

Requirements

At least 5 years of restoration industry experience, including leadership roles.
Hands-on TPA experience with Alacrity Services and Contractor Connection, including portal documentation, SLA compliance, and supplements.
Experience negotiating with adjusters on TPA and direct insurance claims.
Ability to manage project budgets and read P&L statements.
Experience coordinating reconstruction subcontractors and managing vendor relationships.
Track record leading field crews, project managers, and administrative staff.
Proficiency with Xactimate and job management software such as Jonas.
Excellent written and verbal communication with clients, carriers, and ownership.
Ability to manage multiple priorities in a fast-paced, KPI-driven environment.
Availability for weekends and storm mobilizations as needed.
IICRC certification(s).
Minimum age of 18 years.

Nice To Haves

Preferred IICRC certifications: WRT, ASD, AMRT, FSRT, OCT, and HST.

Responsibilities

Oversee water mitigation, fire damage, mold remediation, contents pack-out, and reconstruction-coordination projects.
Optimize workflows, scheduling, and service processes; monitor KPIs to improve efficiency and job throughput.
Manage reconstruction subcontractors, vendors, fleet, facility needs, and equipment readiness.
Ensure accurate documentation, reporting, and recordkeeping across service lines.
Lead storm-event mobilization, including deploying teams or establishing a dedicated response plan.
Ensure jobs are completed on time and on budget and comply with IICRC, regulatory, insurance, and safety standards.
Maintain a safe, compliant work environment for staff at every job site.
Review job documentation, service delivery, and financial compliance; implement corrective actions when needed.
Own the division P&L, including revenue, expenses, margins, and profitability.
Develop budgets and forecasts with ownership and present regular performance reports.
Track job utilization, cost per service, and revenue per employee; approve expenditures and manage cost controls.
Oversee billing accuracy and collections and ensure financial compliance on every job.
Identify growth opportunities and implement strategies to increase division revenue.
Manage TPA relationships, including Alacrity Services and Contractor Connection, maintaining preferred vendor status, meeting SLA timelines, uploading documentation to portals, and managing supplements.
Serve as the primary contact for insurance adjusters on scope of loss, line items, and supplement approvals for TPA and direct claims.
Keep homeowners and property owners informed from first response through project close.
Follow TPA pricing guidelines and fee schedules while protecting job profitability.
Communicate scope changes, supplements, and project status promptly and professionally to all parties.
Lead field crews, project managers, and administrative staff with clear roles, expectations, and accountability.
Direct project managers by assigning jobs, reviewing estimates and progress, and holding them accountable for schedule, budget, documentation, and customer communication.
Oversee administrative staff so job files progress from intake through collections.
Recruit, hire, train, and coach employees across roles; manage staffing and workload to meet demand.
Provide ongoing coaching and performance evaluations and maintain accountability.
Build a positive, results-driven culture, resolve personnel issues promptly, and support engagement and retention.