Contents Project Manager

Position Summary

The Contents Project Manager is responsible for the end-to-end management of contents restoration projects resulting from fire, water, mold, or other property losses. This role owns project execution from initial assessment through pack-back and closeout, ensuring projects are completed on time, within scope, and in compliance with SERVPRO standards and insurance requirements. The position requires strong leadership, customer communication, documentation accuracy, and cross-functional coordination.

Key Responsibilities

Project Management & Execution

• Manage contents projects from intake through completion, including pack-out, cleaning, storage, and pack-back

• Develop project scopes, timelines, and work plans in coordination with field teams

• Monitor job progress, productivity, and quality to ensure deadlines and service standards are met

• Conduct site visits and inspections to ensure proper execution and customer satisfaction

Team Leadership & Coordination

• Lead and support Contents Crew Chiefs, Technicians, and Job File Coordinators

• Assign work, prioritize projects, and adjust staffing based on workload and urgency

• Provide coaching, training, and performance feedback to contents team members

• Coordinate closely with Mitigation, Construction, and Warehouse teams on shared projects

Customer & Insurance Communication

• Serve as the primary point of contact for customers throughout the contents restoration process

• Clearly explain scope, timelines, and expectations to customers during stressful situations

• Communicate with insurance adjusters regarding scope, inventories, documentation, and approvals

• Address and resolve customer or carrier concerns professionally and promptly

Documentation, Billing & Compliance

• Ensure accurate contents inventories, photos, notes, and job documentation are completed

• Review job files for completeness and compliance prior to billing submission

• Support invoicing, supplements, and insurance inquiries related to contents losses

• Ensure all projects meet SERVPRO standards, internal SOPs, and carrier requirements

Operational & Financial Oversight

• Track project costs, labor hours, and materials to protect job profitability

• Identify and mitigate risks, delays, or scope changes proactively

• Assist with forecasting workload and resource needs during CAT events or high-volume periods

Qualifications

• High school diploma or equivalent required; additional education preferred

• 3 years of restoration or contents experience required

• Previous project management or supervisory experience strongly preferred

• Strong understanding of contents restoration processes and insurance claims workflows

• Proficiency with restoration documentation systems (e.g., Xactimate or similar platforms)

• Excellent organizational, communication, and customer service skills

• Valid driver’s license with acceptable driving record

• Ability to lift 50 lbs and perform occasional fieldwork

Certifications (Preferred)

• IICRC Contents Processing

• IICRC Fire & Smoke Restoration

• IICRC Water Damage Restoration

Work Environment & Schedule

• Combination of field, office, and warehouse environments

• On-call rotation, nights, and weekends may be required during large losses or CAT events