Vice President of Operations

SERVPRO Team Wall - 9695•Sparks Glencoe, MD

About The Position

The Vice President of Operations (VPO) leads the office and oversees day-to-day operations, personnel, financial performance, and client satisfaction. The role is accountable for ensuring that the office’s core processes—mitigation, construction, administration, finance, and sales—are functioning properly. The VPO works with process managers and subject matter experts to identify and address issues, support operational execution, and maintain a strong customer focus. This is a hands-on operational management position in a 24-hour emergency service environment. The VPO is expected to demonstrate strategic leadership, adaptability, resilience, and a track record of execution while helping a fast-growing team serve communities recovering from disasters.

Requirements

Bachelor's degree.
5–10 years of management or leadership experience, with the ability to build and maintain a highly functional team.
Experience owning operational functions and accountability for business performance, delivery, and profitability.
Ability to think critically and resolve complex situations.
A track record of leadership and proven growth.
Excellent oral and written communication skills.
Proven leadership abilities and a diverse background with strong technical, business, and managerial skills.
Strong interpersonal and management skills to develop and motivate a diverse workforce across multiple business lines.
Demonstrated hustle, drive for results, innovation, vision and strategy, risk taking and initiative, team leadership, and people development.
Analytical and strategic planning capabilities.

Nice To Haves

Profit and loss experience.

Responsibilities

Lead the office and oversee day-to-day operations, personnel, financial performance, and client satisfaction.
Ensure core processes are functioning properly, anticipate issues, and communicate with subject matter experts as needed.
Understand daily activities in the mitigation and construction departments.
Ensure operating procedures are followed for mitigation and construction work and that communication takes place.
Address employee issues, scoping concerns, workmanship issues, and opportunities to maximize revenue.
Conduct site visits to ensure quality and standards meet expectations.
Review and analyze reports to identify areas for improvement.
Track the progress and costs of large jobs and ensure completion dates are met.
Monitor estimating turnaround times and accuracy.
Understand workflows and scheduling for mitigation- and construction-related activities.
Use dashboards to monitor documentation, estimating, and billing and address concerns.
Correspond with subject matter experts to share ideas, address concerns, and support communication.
Manage overhead and labor costs.
Escalate customer-related finance issues, including accounts receivable and damage reimbursement.
Review weekly and monthly financials, explain irregularities, and take action as necessary.
Develop annual budgets and work toward achieving budget goals.
Maintain awareness of and assist with sales activities.