What are the responsibilities and job description for the Emergency Services Service Line Director position at Merit Restorations?
We specialize in mitigating and rebuilding residential and commercial properties damaged by fire, water, storms, and other disasters. We partner with leading insurance carriers and handle everything from emergency cleanup to complete rebuilds, with a focus on safety, integrity, and advocacy. As entrepreneurs, we take full ownership of the work we do and the families we serve.
At Merit, our purpose is simple and non-negotiable: we work together as a team so we can change lives. Teamwork is the foundation of everything we do—because teamwork creates impact, and impact changes lives. We exist to help people, and the only way we do that at the highest level is by moving as one team, aligned in mission, values, and execution.
Why we exist. We exist for two families. The families we serve and the families inside this company. When we work together and serve our clients at the highest level, both families win.
As the Emergency Services Service Line Director for Merit Restorations, you will report to the Vice President, Branch Operations & Integration Performance and work alongside Branch Managers and the Director of Training & Compliance. This is a companywide leadership position responsible for the systems, standards, training, and quality of all mitigation operations across every Merit branch.
This is not a field management role—you are not running a single territory. You are building the playbook every branch runs on, from intake and dispatch through drying, documentation, and handoff to rebuild, and then training the people who execute it. This is a full-time, exempt, director-level role based in Northern Virginia (Purcellville) with regular travel across all Merit markets, including Lynchburg, Chesapeake, and Winchester, VA, and Dallas, TX.
Emergency Services Operations & Standards
● Own the full lifecycle of emergency services operations, from intake and dispatch through drying, documentation, and handoff to rebuild.
● Build and maintain the audit and quality system, conducting regular branch reviews to measure and reinforce the standard.
● Author and maintain Merit's emergency services playbook—the operating system every branch runs on.
Training & Performance
● Lead all ES technical training company-wide, including in-person, virtual, and hands-on field coaching.
● Define the KPIs that measure division performance, built together with leadership within the first 90 days.
Experience & Technical
● 7 years of experience in emergency services/mitigation.
● IICRC WRT and ASD certifications required; FSRT preferred.
● Working knowledge of Merit's estimating platform, psychrometrics, drying science, and moisture documentation.
Character & Competencies
● Real experience building SOPs, training programs, and operational systems—not just following them.
● Able to train and coach diverse teams across multiple locations, in classroom, field, and virtual settings.
● Multi-location experience, with the ability to maintain consistency when every branch has its own way of doing things.
● Lives Merit’s core values every day: servant leadership, innovation, gratitude, growth, impact, honor, and grit.
● Able to travel regularly across Merit's Virginia and Texas markets.
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
- Unlimited PTO