Mitigation Manager

The Mitigation Manager is a key operational leader within the SERVPRO Restoration Division, reporting directly to the General Manager. This position carries full accountability for the planning, execution, and performance of all mitigation operations, including water, fire, mold, and related emergency services. The Mitigation Manager is responsible for driving project profitability, maintaining IICRC compliance, and delivering an exceptional customer experience on every job.

This role demands a results-oriented leader who can simultaneously manage field crews, coordinate complex job scopes, and uphold the operational standards that define the SERVPRO brand. The Mitigation Manager serves as the primary point of accountability for the mitigation team and is expected to model professionalism, technical excellence, and a commitment to continuous improvement.

Essential Functions & Key Responsibilities

Operations Leadership

• Direct and oversee the day-to-day field operations of all mitigation crews, including scheduling, production management, and job assignments
• Ensure all mitigation work is performed in accordance with IICRC standards (IICRC S500, S520, and applicable guidelines), SERVPRO quality protocols, and applicable safety regulations
• Establish, document, and continuously improve operational workflows to drive consistency, efficiency, and profitability across all mitigation jobs
• Enforce OSHA and company safety standards; conduct regular field audits and corrective action as needed
• Collaborate with administrative and project coordination staff to ensure accurate job file documentation, timely billing, and complete chain-of-custody for all equipment
• Monitor and manage equipment inventory, maintenance schedules, and vehicle readiness to support operational demands
  
  
  

Project Management

• Manage all phases of assigned mitigation projects from initial job intake and scoping through final documentation and close-out
• Prepare detailed, accurate scopes of work and cost estimates utilizing Xactimate or equivalent estimating platform
• Communicate project scope, timelines, and pricing with property owners, insurance adjusters, and third-party administrators; obtain all required approvals prior to work commencement
• Coordinate internal crews, approved subcontractors, and equipment logistics to ensure on-time, on-scope project delivery
• Monitor and enforce job-level cost controls including labor hours, material usage, and equipment deployment to achieve targeted gross margin
• Maintain complete and accurate job files in accordance with SERVPRO documentation standards; ensure all required photos, moisture readings, and drying records are captured
  
  
  

Customer Experience & Stakeholder Relations

• Serve as the primary operational point of contact for customers and insurance partners throughout the mitigation process
• Deliver a consistently exceptional customer experience aligned with SERVPRO brand standards and core service values
• Proactively communicate job status, scope changes, and any issues to all relevant parties in a timely and professional manner
• Support emergency response operations, including after-hours and storm response activations, as required by business conditions
• Contribute to the company's online reputation management strategy by promoting customer satisfaction and timely resolution of concerns
  
  
  

Team Development & Leadership

• Lead the recruitment, selection, onboarding, and initial training of mitigation technicians and crew chiefs
• Provide consistent performance coaching, feedback, and individual development planning to build team capability and bench strength
• Foster a high-accountability, safety-first team culture grounded in SERVPRO values, operational integrity, and continuous improvement
• Identify skill gaps and coordinate or deliver targeted training programs, including support for team IICRC certification pathways
  
  
  

Minimum Qualifications

Education & Experience

• High school diploma or GED required; Associate's or Bachelor's degree in Business, Construction Management, or a related field preferred
• Minimum 2 years of supervisory or management experience in an operational environment required
• Minimum 1–3 years of experience in restoration, water/fire mitigation, construction, or a directly related industry preferred
  
  
  

Licenses, Certifications & Technical Skills

• Valid state driver's license with an acceptable driving record required
• IICRC certifications (WRT, ASD, FSRT, or equivalent) required or must be obtained within 90 days of hire
• Proficiency with Xactimate estimating software required or demonstrated ability to develop proficiency within 60 days
• Working knowledge of SERVPRO job management systems (DryBook, PSA, or equivalent) preferred
• Familiarity with OSHA 10 or 30 construction safety standards preferred
  
  
  

CORE COMPETENCIES

• – Operational Leadership
• – Project & Cost Management
• – Customer Focus & Communication
• – Technical Expertise (IICRC Standards)
• – Team Building & Coaching
• – Accountability & Results Orientation
• – Problem Solving & Decision-Making Under Pressure
  
  
  

Physical Requirements & Work Conditions

• Ability to regularly lift and carry up to 50 lbs. unassisted; up to 100 lbs. with assistance
• Ability to work at heights, climb ladders, and safely navigate confined spaces including crawl spaces and attics
• Ability to push, pull, maneuver, and operate restoration equipment in field environments
• Ability to work in environments affected by water, fire, smoke, mold, and associated chemical agents while adhering to PPE requirements
• Availability to respond to emergency service calls including after-hours, weekends, and storm/CAT event activations as required
• Valid driver's license required; frequent local and regional travel to job sites
  
  
  

Pre-employment Requirements

• Successful completion of a background check, subject to applicable state and federal law
• Pre-employment drug screening as required by company policy
• Motor vehicle record review
  
  
  

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.