Operations Manager - Restoration and Mitigation

SERVPRO Team JRF•Salem, MA

12h•$100,000 - $130,000•Onsite

About The Position

Lead a growing restoration operation with real ownership. SERVPRO Team JRF is one of the largest SERVPRO franchise groups in New England, with multiple franchises serving Massachusetts. We’re hiring an experienced restoration leader to take full ownership of our Massachusetts mitigation operations—P&L, KPIs/KPMs, team performance, quality, and commercial growth. IMPORTANT: This role is in property damage restoration (water/fire/mold/storm) — not financial “loss mitigation.” Applicants without restoration/mitigation management experience (water, fire, mold) will not be considered. Why Join SERVPRO Team JRF? Base salary: $95,000–$110,000 (commensurate with experience) Performance bonus tied to P&L, key metrics (KPMs), and commercial growth Company vehicle provided Strong benefits package: health, dental, vision, PTO, and 401(k) with company match Paid IICRC certifications and continuing education Autonomy to run operations the right way—with the support and systems of a nationally recognized brand Location / Travel Based in Salem, MA (in-person) Travel to MA job sites and occasional travel to our NH location (Manchester, NH) as needed Potential storm travel Rotating on-call responsibility for emergency response (nights/weekends) What You’ll Own (This is a true leadership role) Full ownership of the MA mitigation P&L: revenue, gross margin, job costing, and profitability Ownership of Mitigation KPMs: build the weekly scoreboard, drive improvements, and report results to leadership Team leadership: hiring, training, coaching, accountability, and 24/7 readiness Quality + compliance: SERVPRO standards, OSHA/EPA requirements, documentation, and customer experience Commercial growth: spend ~10–15% of your time building relationships and recurring commercial revenue What You Will Do Operations Leadership Lead day-to-day mitigation operations across MA locations (water, fire, mold, storm) Run WIP cadence: daily/weekly production meetings, scheduling, and resource planning Manage on-call rotation and ensure 24/7 emergency response readiness Own equipment utilization, inventory control, and fleet/equipment readiness Review/approve mitigation estimates and scopes to ensure accuracy, documentation quality, and margin protection Build and continuously improve SOPs, quality control, safety practices, and field execution Financial & Performance Management (P&L + KPMs) Own the mitigation budget/forecast and monthly performance reviews (variance + corrective actions) Protect job-level gross margin through labor planning, job costing discipline, and effective billing/supplements Drive key KPMs: response time, cycle time, revenue per job, gross margin, close rate, customer satisfaction, equipment utilization, and collections/DSO Partner with the GM/ownership on strategic priorities and growth targets Commercial Business Development (10–15% of time) Build preferred-vendor relationships with property managers, facility managers, municipalities, adjusters, and first responder networks Support/host CE lunches, walk-throughs, and relationship-building activities to grow commercial/recurring work Maintain a simple, disciplined pipeline cadence (outreach, follow-ups, meetings, and CRM updates) What You Bring (Requirements) 5+ years in restoration/mitigation or closely related field (construction, disaster recovery, environmental services) 3+ years in a management role with accountability for team performance and financial outcomes (P&L strongly preferred) Strong technical knowledge of water mitigation, fire damage, mold remediation, and storm response IICRC WRT required (ASD, AMRT, FSRT, OCT strongly preferred) Proficiency with Xactimate, moisture meters, thermal imaging, and restoration documentation best practices Ability to lead teams with urgency, professionalism, and high standards Strong communication skills with customers, adjusters, and commercial decision-makers Valid driver’s license; able to pass background check; able to participate in on-call rotation Preferred Prior SERVPRO experience and familiarity with SERVPRO systems/brand standards TPA/program work experience and strong insurance documentation/supplement strategy B2B/business development experience with commercial accounts OSHA 30, Lead RRP, or asbestos awareness Physical / Work Environment Active restoration environments including water, mold, fire damage, and construction conditions. Must be able to lift 50+ lbs, climb ladders, and work in varied conditions during job site inspections. If you’re a restoration leader who wants real operational ownership—not just a title—we want to hear from you. SERVPRO Team JRF is an equal opportunity employer. Compensation: $100,000.00 - $130,000.00 per year Picture yourself here fulfilling your potential. At SERVPRO ® , you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO ® career opportunities near you is easy! We look forward to hearing from you. All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.

Requirements

5+ years in restoration/mitigation or closely related field (construction, disaster recovery, environmental services)
3+ years in a management role with accountability for team performance and financial outcomes (P&L strongly preferred)
Strong technical knowledge of water mitigation, fire damage, mold remediation, and storm response
IICRC WRT required (ASD, AMRT, FSRT, OCT strongly preferred)
Proficiency with Xactimate, moisture meters, thermal imaging, and restoration documentation best practices
Ability to lead teams with urgency, professionalism, and high standards
Strong communication skills with customers, adjusters, and commercial decision-makers
Valid driver’s license; able to pass background check; able to participate in on-call rotation

Nice To Haves

Prior SERVPRO experience and familiarity with SERVPRO systems/brand standards
TPA/program work experience and strong insurance documentation/supplement strategy
B2B/business development experience with commercial accounts
OSHA 30, Lead RRP, or asbestos awareness

Responsibilities

Full ownership of the MA mitigation P&L: revenue, gross margin, job costing, and profitability
Ownership of Mitigation KPMs: build the weekly scoreboard, drive improvements, and report results to leadership
Team leadership: hiring, training, coaching, accountability, and 24/7 readiness
Quality + compliance: SERVPRO standards, OSHA/EPA requirements, documentation, and customer experience
Commercial growth: spend ~10–15% of your time building relationships and recurring commercial revenue
Lead day-to-day mitigation operations across MA locations (water, fire, mold, storm)
Run WIP cadence: daily/weekly production meetings, scheduling, and resource planning
Manage on-call rotation and ensure 24/7 emergency response readiness
Own equipment utilization, inventory control, and fleet/equipment readiness
Review/approve mitigation estimates and scopes to ensure accuracy, documentation quality, and margin protection
Build and continuously improve SOPs, quality control, safety practices, and field execution
Own the mitigation budget/forecast and monthly performance reviews (variance + corrective actions)
Protect job-level gross margin through labor planning, job costing discipline, and effective billing/supplements
Drive key KPMs: response time, cycle time, revenue per job, gross margin, close rate, customer satisfaction, equipment utilization, and collections/DSO
Partner with the GM/ownership on strategic priorities and growth targets
Build preferred-vendor relationships with property managers, facility managers, municipalities, adjusters, and first responder networks
Support/host CE lunches, walk-throughs, and relationship-building activities to grow commercial/recurring work
Maintain a simple, disciplined pipeline cadence (outreach, follow-ups, meetings, and CRM updates)