Mitigation Operations Manager

Paul Davis Restoration of Downriver Detroit MI•Romulus, MI

9d•$70,000 - $85,000•Onsite

About The Position

The Mitigation Operations Manager is responsible for the overall success of the mitigation department and the operational success of every mitigation project from the initial field response through a successful handoff to Reconstruction. While mitigation is at the heart of this role, success is measured by much more than drying structures. This position is responsible for building and leading a mitigation operation that customers trust, technicians are proud to be part of, and referral partners confidently recommend. This role leads the mitigation department by overseeing field operations, technicians, customer communication, documentation, estimating, insurance coordination, contents coordination, and overall project execution. The Mitigation Operations Manager ensures every project is completed safely, efficiently, profitably, and with an exceptional customer experience. This is a hands-on leadership role. While you are not expected to perform the majority of the physical labor, you are expected to spend significant time in the field leading projects, coaching technicians, meeting with customers, solving problems, and ensuring every mitigation job meets Paul Davis standards. You won’t be expected to carry air movers every day, but you will be expected to know what’s happening on every mitigation project every day and step into the field whenever leadership is needed.

Requirements

5+ years of mitigation or restoration experience.
Previous leadership or supervisory experience.
Strong understanding of water, fire, mold, contents, and biohazard mitigation.
Working knowledge of insurance restoration practices.
Experience with Xactimate and Symbility preferred.
Ability to prepare or review mitigation estimates.
Valid driver’s license with an acceptable driving record.
IICRC certifications
Strong computer, organizational, and communication skills.

Nice To Haves

Natural leaders who enjoy developing people.
Calm under pressure and decisive when problems arise.
Highly organized and able to manage multiple active projects simultaneously.
Excellent communicators with customers, adjusters, vendors, referral partners, and team members.
Comfortable making operational decisions without constant supervision.
Hands-on leaders who stay connected to field operations.
Detail-oriented enough to ensure documentation and estimating are accurate.
Financially minded and aware of job profitability.
Committed to professionalism, accountability, continuous improvement, and delivering exceptional customer experiences.
Team-first leaders who build trust through action rather than title.
Proud to represent the Paul Davis brand and committed to strengthening its reputation in every interaction.

Responsibilities

Own the overall success, performance, and continuous improvement of the mitigation department.
Build a culture of accountability, professionalism, teamwork, and operational excellence.
Ensure the department consistently delivers exceptional customer service, technical quality, profitability, and operational efficiency.
Develop systems, processes, and team members that support sustainable long-term growth.
Own every mitigation project from completion of intake through a successful handoff to Reconstruction.
Coordinate and oversee contents cleaning, inventory, pack-outs, storage, and disposal as needed.
Lead the daily operations of the mitigation department.
Ensure projects stay on schedule, on budget, and move efficiently.
Remove obstacles before they become problems.
Maintain complete awareness of every active mitigation project, including production status, customer concerns, documentation, estimate status, drying progress, scheduling, and next steps.
Balance emergency response with ongoing production priorities.
Monitor job profitability, labor efficiency, and project performance throughout the mitigation process.
Identify opportunities to improve gross margin while maintaining exceptional customer service.
Minimize waste, unnecessary costs, production delays, and operational inefficiencies.
Serve as the primary operational contact for customers throughout the mitigation process.
Build trust through clear, professional communication.
Set realistic expectations regarding timelines, process, and next steps.
Address customer concerns promptly and professionally.
Ensure every customer receives an exceptional experience from first field contact through reconstruction handoff.
Lead technicians through coaching, accountability, and support.
Visit active job sites regularly to monitor production, quality, and customer satisfaction.
Ensure all work meets company standards and industry best practices.
Step into field operations when necessary to stabilize projects, train technicians, solve complex problems, or support the team during high-volume periods.
Maintain strong visibility in the field rather than managing exclusively from the office.
Serve as the operational expert responsible for evaluating each loss and guiding customers toward the appropriate solution.
Assess the scope of damage and determine the appropriate mitigation strategy.
Identify whether work should proceed as an insurance claim, self-pay project, contents restoration, emergency mitigation only, reconstruction opportunity, or another appropriate service offering.
Help homeowners understand their options and make informed decisions.
Provide rough on-site pricing and budgetary estimates when appropriate to help customers understand potential costs and whether filing an insurance claim makes financial sense.
Recognize when additional claims, documentation, inspections, or specialty resources may be needed.
Escalate specialty work to the appropriate internal department or subcontractor, including reconstruction, contents, environmental services, specialty trades, paving, or other vendor-managed work.
Own the estimating process from field documentation through insurance approval.
Ensure field documentation fully supports accurate estimating.
Review mitigation scopes for completeness and accuracy.
Prepare estimates when appropriate and coordinate with internal or third-party estimators when needed.
Make estimate revisions as necessary.
Work directly with adjusters to answer scope questions, negotiate supplements, and resolve issues.
Work directly with homeowners to answer questions, discuss additional services or upgrades, and manage approved change orders when appropriate.
Build and maintain strong professional relationships with insurance adjusters, carriers, vendors, and referral partners through responsiveness, integrity, and technical expertise.
Drive estimates through approval while minimizing delays.
Ensure estimate accuracy protects both the customer and company profitability.
Ensure documentation is complete, organized, and submitted on time.
Verify photos, moisture readings, sketches, notes, equipment logs, drying documentation, and contents documentation accurately reflect work performed.
Maintain insurance-ready job files.
Conduct quality inspections throughout the project.
Prevent callbacks through proactive quality control.
Recruit, hire, train, coach, and develop mitigation technicians.
Establish high expectations for professionalism, workmanship, communication, customer service, and safety.
Lead by example.
Hold team members accountable fairly and consistently.
Build future leaders within the department.
Foster a culture of teamwork, ownership, accountability, continuous improvement, and mutual respect.
Encourage continuous learning and professional development.
Represent Paul Davis Restoration professionally in every interaction with customers, adjusters, vendors, referral partners, and the community.
Protect and strengthen the Paul Davis Restoration brand through exceptional service, integrity, and professionalism.
Take pride in building a reputation for quality workmanship, honest communication, and outstanding customer care.
Serve as a positive ambassador for Paul Davis both on and off the job site.
Help grow the Paul Davis reputation by creating experiences that customers confidently recommend to friends, family, insurance professionals, and referral partners.
Continually improve departmental systems, workflows, documentation, and operational processes.
Identify recurring problems and implement long-term solutions.
Develop scalable procedures that improve consistency, efficiency, and customer experience.
Support company growth by helping build a mitigation department recognized for operational excellence.
Participate in the on-call rotation.
Coordinate emergency response after hours.
Ensure emergency jobs transition smoothly into normal business operations.
Make sound operational decisions during emergency situations.
Ensure mitigation projects are fully prepared for reconstruction.
Conduct thorough warm handoffs with the Reconstruction team.
Transfer complete documentation, estimate status, customer expectations, scope details, outstanding issues, and customer commitments.
Position every project for a successful reconstruction experience.

Benefits

Competitive salary
Free uniforms
Health insurance
Opportunity for advancement
Paid time off
Training & development
Company-issued cell phone
Company vehicle for work use or mileage reimbursement when using a personal vehicle for business purposes
Dental and vision insurance (currently being implemented)
Ongoing training, professional development, and IICRC certification opportunities