Operations Lead

JOB SUMMARY: 

This is a full-time exempt position. The Operations Lead is responsible for the overall execution, coordination, and leadership of all claims within the branch. The role is focused on operational excellence, technician leadership, job flow efficiency, and branch standards, ensuring that claims are handled efficiently from first notice of loss through completion.

The Operations Lead works both in the field and in the office and serves as the primary point of accountability at the branch level. This is an on-call leadership role supporting customers in need of restoration services. Local sales and relationship management may be required in conjunction with daily duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES FOR A OPERATIONS LEAD:

Branch & Operational Leadership

· Serve as the primary operational leader at the branch level

· Ensure all claims are handled efficiently, accurately, and in accordance with company standards

· Maintain oversight of job flow from intake through completion, ensuring timely progression and issue resolution

· Hold daily office huddles to align the team on priorities, active jobs, safety, and performance expectations

· Maintain a clean, professional, and organized office environment at all times

· Manage branch equipment, including inventory control, maintenance, readiness, and proper usage

· Ensure staff are properly equipped, trained, and deployed efficiently

Project & Job Execution

· Respond to projects with service issues or escalations

· Coordinate responses to new jobs and emergency calls

· Manage projects to ensure quality, safety, and efficiency

· Track and monitor job milestones, control points, and timelines using internal and external systems

· Communicate with customers, adjusters, and stakeholders regarding job status and expectations

· Ensure all documentation, photos, and job data are complete and accurate for estimating and billing

Estimating Process

· All estimates are prepared and finalized by the National Estimating Center

· Ensure scopes, documentation, photos, and job details are complete and submitted promptly to support accurate estimating

· Coordinate with the National Estimating Center to address questions, revisions, or clarifications as needed

· Support estimate reviews and negotiations by providing field insight, documentation, and job-specific context

Financial & Administrative Oversight

· Support project budgeting and invoicing through proper documentation and job execution

· Assist with collections by resolving job issues, documentation gaps, or customer concerns

· Manage and monitor subcontractor performance and approve or deny subcontractor invoices as applicable

· Develop and maintain subcontractor relationships as needed to support branch operations

People Leadership & Development

· Hire, train, and supervise technicians and project managers

· Set clear expectations for performance, safety, and professionalism

· Coach and develop staff to improve efficiency, quality, and customer experience

· Enforce company policies, procedures, and safety standards

Sales & Relationship Support

· Support local sales and relationship-building efforts as needed

· Represent the branch professionally with customers, adjusters, and referral partners

QUALIFICATIONS AND SKILLS:

· Education: Associates degree (A.A or A.S) or equivalent from a two-year college or technical school; six months to one-year related experience and/or training; or equivalent combination of education and experience.

· Experience: At least 2 years of restoration experience.

· To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS:

The Operations Lead must possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Demonstrate the ability to write routine reports, correspondence, and the ability to speak effectively to customers and/or employees of organization in the English language.

TECHNICAL SKILLS:

To perform this job successfully, the Operations Lead should have knowledge of industry related software be able to “touch type” and be familiar with software like Microsoft Office Suite (Excel, Word, Outlook, etc.); able to communicate via cell phone and appropriate apps.

REASONING ABILITY:

The Operations Lead should possess the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. They should also have the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form in the English language.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

[While performing the duties of this job, the employee is regularly exposed to outside weather conditions. The employee is also frequently exposed to moving mechanical parts and high, precarious places. The Operations Lead is occasionally exposed to wet and/or humid conditions; fumes or airborne particles; toxic or caustic chemicals; risk of electrical shock and vibration. The noise level in the work environment is usually moderate. Appropriate safety equipment is furnished.]

OR

[The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The environment is a professional office setting. The noise level in the work environment is usually moderate.]

SUPERVISORY RESPONSIBILITIES:

This position has supervisory responsibilities.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.