Restoration Operations Manager

Job Description

An established and growing residential services organization is launching a new restoration division focused on serving high-end homeowners throughout the Nashville market. Backed by an existing customer base, strong local relationships, administrative support, and the resources needed to invest in growth, the organization is seeking an entrepreneurial leader to build and scale this business from the ground up.

This is a rare opportunity for someone who wants more than a traditional operations role. The Restoration Operations Manager will have significant influence over the strategy, structure, and success of the business, with meaningful upside tied directly to performance and growth.

Position Summary

The Restoration Operations Manager will be responsible for launching and leading all aspects of a new restoration operation, including water mitigation, fire and smoke restoration, mold remediation, and emergency response services. This individual will oversee day-to-day operations, recruit and develop the field team, establish processes and standards, manage customer relationships, and drive overall business growth and profitability.

The ideal candidate combines strong operational leadership with an ownership mentality and is excited by the challenge of building a business from the ground up.

Key Responsibilities: -Business Development & Growth Lead the launch and ongoing growth of a new restoration services division. -Develop operational strategies, processes, and systems that support long-term scalability. -Build referral relationships with homeowners, property managers, plumbers, contractors, insurance professionals, and other key partners. -Identify opportunities to expand services and increase market share throughout the Nashville area.

Operations Management -Oversee all restoration projects from initial response through project completion. -Ensure high-quality execution of water mitigation, fire and smoke restoration, mold remediation, and related services. -Establish emergency-response capabilities, operational workflows, and service standards. -Monitor project timelines, budgets, profitability, and customer satisfaction.

Team Leadership -Recruit, hire, train, and develop restoration technicians and field personnel. -Create a culture centered on accountability, customer service, safety, and operational excellence. -Lead by example and provide hands-on support when needed. -Conduct coaching, performance management, and ongoing team development.

Customer Experience -Serve as a trusted advisor and primary escalation point for homeowners during challenging restoration events. -Communicate clearly and proactively throughout the restoration process. -Ensure a premium customer experience that exceeds expectations and generates repeat business and referrals.

Estimating & Financial Oversight -Prepare project estimates and scopes of work. -Manage job costing, budgeting, and profitability. -Coordinate with insurance carriers, adjusters, and homeowners throughout the claims process. -Track key performance metrics and implement improvements to drive profitability and efficiency.

Skills and Requirements

-Restoration, mitigation, remediation, or related home-services experience. -Strong leadership experience with an ownership mentality who is comfortable building and working alongside the field team -Proven track record of delivering exceptional customer experiences and resolving issues with a service-first mindset. -Strong business acumen with an understanding of revenue growth, job costing, budgeting, profit margins, and operational performance metrics. -Ability to identify growth opportunities, develop strategic referral relationships, and contribute to long-term business development efforts. -Experience with water damage mitigation, fire and smoke restoration, mold remediation, and emergency response operations. -IICRC certifications or equivalent industry credentials. -Familiarity with estimating software, insurance claims, and restoration project management.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].