Mitigation Operations Manager

SERVPRO Team JRF•Salem, MA

21h•$100,000 - $120,000•Hybrid

About The Position

This role is for an experienced restoration operations leader with strong team management and operational expertise in the property damage restoration industry. The Mitigation Operations Manager is a senior leadership role responsible for the overall performance, profitability, and growth of mitigation operations across SERVPRO Team JRF locations in New Hampshire. This position owns the mitigation P&L, drives key performance metrics (KPMs), ensures brand-standard compliance, and dedicates approximately 15-20% of working time to NH commercial business development targeting property managers, insurance adjusters, municipalities, facility managers, and first responder networks. Based out of the Manchester, NH office, this role combines hands-on operational leadership with strategic growth responsibilities. The ideal candidate is a technically credible restoration professional who can lead teams, manage financials, and build commercial relationships that generate recurring, high-value revenue.

Requirements

5+ years of experience in restoration, mitigation, or a closely related field (construction, disaster recovery, environmental services)
3+ years in a management or supervisory role with P&L responsibility
IICRC WRT (Water Restoration Technician) certification; additional IICRC certifications strongly preferred (ASD, FSRT, AMRT, OCT)
Demonstrated ability to read and manage a P&L, control job costs, and drive profitability
Strong technical knowledge of water, fire, mold, and storm damage mitigation processes and equipment
Proficiency with Xactimate, moisture meters, thermal imaging, and standard restoration technology
Excellent communication and relationship-building skills; comfort engaging with commercial decision-makers
Valid driver’s license and ability to pass a background check
Participate in on-call rotation and respond to emergencies as needed, including nights and weekends

Nice To Haves

Experience with SERVPRO systems, processes, and brand standards
Familiarity with insurance claims processes and TPA/program work
Business development or sales experience, particularly in commercial restoration or B2B services
Experience with CRM systems and pipeline management
OSHA 30-hour certification
Lead RRP and/or asbestos awareness certifications

Responsibilities

Oversee day-to-day mitigation operations across NH locations, ensuring consistency in quality, safety, and processes
Manage daily WIP meetings and ensure efficient and productive scheduling
Manage on-call rotation
Evaluate all mitigation estimates to ensure fair, accurate billing, minimize job costs and maximize profitability
Define, revise, and implement policies, procedures, and guidelines across all mitigation divisions to maintain consistency across both locations
Ensure all production teams comply with SERVPRO brand standards, safety rules, OSHA requirements, and company policies
Develop and implement quality control programs; monitor corrective actions and ensure projects conform to scope, plans, and specifications
Manage procurement, equipment inventory, and resource allocation across both locations to optimize utilization and minimize downtime
Evaluate the efficiency of operational procedures against organizational objectives and implement continuous improvements
Develop and maintain emergency preparedness plans, including strategies for rapid response and continuity of operations during large-loss or catastrophic events
Coordinate with the General Manager and executive leadership to align operations across all Team JRF locations with company-wide standards and initiatives
Own the mitigation P&L for all Team JRF franchise locations in NH, with direct accountability for revenue, gross margin, and net profitability targets
Work with ownership and the executive team to develop financial plans for mitigation operations across both locations
Review financial performance monthly; identify variances, diagnose root causes, and implement corrective actions to stay on plan
Manage job costing and pricing to maintain target gross margins on all mitigation projects
Control operational expenses including labor, equipment, materials, subcontractors, and vehicle costs
Assign quarterly financial objectives to mitigation managers and hold them accountable for results
Track, analyze, and drive improvement on all mitigation KPMs, including Revenue per job, Gross margin, Cycle time, Response time, Customer satisfaction, Close rate, Equipment utilization, and Collection rate
Drive commercial growth for Team JRF’s NH franchises, dedicating approximately 4–6 hours per week to proactive business development with target segments such as Property Management Companies, Insurance Adjusters & Carriers, Municipal & Government Agencies, Commercial Facility Managers, and First Responder Networks.
Recruit, hire, train, and develop mitigation production teams and managers across NH locations
Conduct regular performance reviews and provide coaching, feedback, and development plans for direct reports
Cultivate rising talent within the organization; identify and develop future leaders for succession planning
Ensure all team members maintain required certifications (IICRC WRT, ASD, FSRT, etc.) and complete ongoing training
Foster a culture of accountability, professionalism, urgency, and customer-first service across all mitigation divisions
Manage staffing levels and on-call schedules to ensure 24/7 emergency response capability
Serve as the primary point of contact for key commercial clients, insurance partners, and municipal accounts across NH
Build and maintain trusted relationships with adjusters, property managers, agents, and other referral sources
Communicate regularly with ownership on operational performance, financial results, pipeline progress, and strategic issues
Collaborate cross-functionally with the General Manager, accounting, marketing, and administrative teams
Assess, analyze, and mitigate operational risks across all Team JRF mitigation activities
Ensure compliance with OSHA, EPA, and all applicable federal, state, and local regulations
Maintain proper documentation, job files, moisture logs, and photo records on every project for liability protection and insurance compliance
Oversee facilities/building management and organization, vehicle fleet safety, maintenance, and compliance across all locations

Benefits

Health insurance
Opportunity for advancement
Paid time off
Profit sharing
Vision insurance
401(k)
401(k) matching
Bonus based on performance
Company car
Competitive salary
Dental insurance
Professional development support, including industry certifications and continuing education