Restoration Project Manager

NOW HIRING | FULL TIME | COMPREHENSIVE BENEFITS: PTO, INSURANCE, 401K MATCHING

Position Details 

• Position Title: Restoration Manager
• Location: Little Rock, AR

Job Summary 

In this role, you will be responsible for overseeing the successful execution of restoration projects from start to finish, ensuring high-quality service delivery, customer satisfaction, and operational excellence. This role involves engaging directly with customers, insurance adjusters, and team members to build trust, provide clear communication, and manage expectations throughout the restoration process. The Restoration Manager is accountable for producing accurate and thorough scopes of work, maintaining complete and compliant job files, and ensuring adherence to SERVPRO and industry standards. Additionally, this position leads and manages a team by clearly defining responsibilities, monitoring performance, and fostering a culture of accountability and continuous improvement. A strong emphasis is placed on training, safety compliance, and maintaining a supportive, solution-focused environment under pressure. 

Duties/Responsibilities 

Responsibilities will include: 

• Customer Experience
  • Engage with customers in a way that builds trust and reassures them during stressful situations, ensuring the understand the process.
• Address customer and adjuster inquiries and concerns promptly, ensuring timely updates throughout the restoration process
• Actively seek customer feedback and use it to refine processes and service delivery, ensuring high levels of satisfaction
• Cultivate positive relationships with customers, carriers and adjusters. Ensure they feel valued and supported from initial contact through project completion.
• Accurate Scope
  • Conduct detailed evaluations to ensure all damage is identified and accurately documented, forming the basis for an effective scope.
  • Produce scope documents that include precise measurements, required actions, realistic timelines and reduction of miscommunication
  • Ensure scope documents adhere to SERVPRO and carrier guidelines and industry best practices, promoting consistency and quality.
• Job File Quality
  • Maintain complete job files that include photos, detailed notes and work orders, ensuring every aspect of the job is captured.
  • Ensure all job file components are updated regularly and submitted within designated time frames to support seamless project transitions (RM SHEETS)
  • Follow established templates and procedures to guarantee that job files meet both internal quality standards and regulatory requirements.
  • Regularly audit job files for accuracy and completeness, addressing any discrepancies or omissions as part of continuous improvement (RM ESTIMATE REVIEW)
• Training/Safety Compliance
  • Ensure all required training sessions and certifications are completed on schedule, maintaining up-to-date industry knowledge.
  • Consistently follow and enforce safety guidelines, leading by example to promote a secure work environment. 
  • Actively pursue opportunities for further training and skills development to close any knowledge gaps.

Supervisory Responsibilities 

• LMA (Lead, Manage, Accountability)
  • Clearly define roles and responsibilities, ensuring team members understand their tasks and are held accountable for achieving outcomes.
• Regularly review team progress, provide constructive feedback, and take corrective action to meet established benchmarks.
• Demonstrate the ability to make timely decisions, especially under pressure, and communicate decisions clearly to the team.
• Establish and maintain systems for monitoring objectives and results, ensuring that commitments are consistently fulfilled and any performance challenges are swiftly addressed.

Skills and Abilities

• Ability to build trust and rapport with customers, adjusters, and team members, effectively managing expectations and providing clear, timely updates throughout the restoration process.
• Skilled in conducting thorough damage assessments, producing precise scopes of work, and maintaining accurate, organized job files that comply with industry standards and company guidelines.
• Proven ability to lead, motivate, and hold a team accountable by clearly defining roles, monitoring performance, providing feedback, and making decisive, well-communicated decisions under pressure.
• Competence in managing multiple projects simultaneously, ensuring timelines, quality standards, and safety protocols are consistently met from initiation through completion.
• Strong critical thinking skills to quickly address issues, implement corrective actions, and continuously improve processes and outcomes.
• Knowledge of industry safety standards with the ability to enforce protocols, ensure certifications are up-to-date, and promote ongoing professional development.
• Ability to foster positive relationships with customers, carriers, adjusters, and team members, creating a collaborative and supportive work environment.
• Capacity to maintain detailed records, audit job files regularly, and manage documentation to support seamless project transitions and regulatory compliance.

Education and Experience 

• High school diploma or GED required.
• Associate’s or Bachelor’s degree in Construction Management, Business Administration, Environmental Science, or a related field preferred.
• Minimum of 3-5 years of hands-on experience in restoration, construction, or a related field, with progressive responsibility.
• Proven experience managing restoration projects, including damage assessments, scope development, and customer relations.
• Demonstrated leadership experience overseeing and developing a team in a fast-paced, deadline-driven environment.
• Familiarity with insurance carrier processes, adjuster communication, and industry best practices.
• Strong background in safety compliance and training within restoration or construction settings.

Physical Requirements 

• Ability to regularly lift, carry, and move equipment, materials, and debris weighing up to 50 pounds. 
• Frequent standing, walking, bending, kneeling, crouching, and reaching in various work environments
• Comfortable working in confined spaces, high heat, humidity, or cold conditions, as well as areas with debris, mold, or water damage
• Ability to operate and maneuver heavy machinery, tools, and equipment 
• Capable of wearing and working in personal protective equipment (PPE), including respirators, gloves, and suits, for extended periods 
• Frequent use of hands and arms for handling materials, cleaning, and equipment operation
• Ability to climb ladders and work at heights when necessary 
• Strong stamina and endurance to perform physically demanding tasks for extended shifts 
• Ability to operate a motor vehicle

Conditions of Employment 

• Successful completion of a background check.
• Motor Vehicle Report complete with requirements met for being insured on company vehicle insurance policy.
• Verification of your qualifications and references.
• Acceptance and compliance with the Company’s employment policies and guidelines as stated in the Employee Handbook.