About this opportunity
SERVPRO Team JRF lists this Restoration Operations Manager opportunity in manchester, New Hampshire. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Benefits
Health insurance
Opportunity for advancement
Paid time off
Profit sharing
Vision insurance
401(k)
401(k) matching
Bonus based on performance
Company car
Competitive salary
Dental insurance
Restoration Operations Manager
Manchester, NH
This role is for an experienced restoration operations leader with strong team management and operational expertise in the property damage restoration industry.
The Restoration Operations Manager is a senior leadership role responsible for the overall performance, profitability, and growth of operations across SERVPRO Team JRF locations in New Hampshire. This position owns the P&L, drives key performance metrics (KPMs), ensures brand-standard compliance, and dedicates approximately 15-20% of working time to NH commercial business development targeting property managers, insurance adjusters, municipalities, facility managers, and first responder networks.
Based out of the Manchester, NH office, this role combines hands-on operational leadership with strategic growth responsibilities. The ideal candidate is a technically credible restoration professional who can lead teams, manage financials, and build commercial relationships that generate recurring, high-value revenue.
Core Responsibilities
1. Operations Management Oversee day-to-day operations across NH locations, ensuring consistency in quality, safety, and processes
Manage daily WIP meetings and ensure efficient and productive scheduling
Manage on-call rotation
Evaluate all estimates to ensure fair, accurate billing, minimize job costs and maximize profitability
Define, revise, and implement policies, procedures, and guidelines across all mitigation divisions to maintain consistency across both locations
Ensure all production teams comply with SERVPRO brand standards, safety rules, OSHA requirements, and company policies
Develop and implement quality control programs; monitor corrective actions and ensure projects conform to scope, plans, and specifications
Manage procurement, equipment inventory, and resource allocation across both locations to optimize utilization and minimize downtime
Evaluate the efficiency of operational procedures against organizational objectives and implement continuous improvements
Develop and maintain emergency preparedness plans, including strategies for rapid response and continuity of operations during large-loss or catastrophic events
Coordinate with the General Manager and executive leadership to align operations across all Team JRF locations with company-wide standards and initiatives
2. P&L Ownership & Financial Management Own the P&L for all Team JRF franchise locations in NH, with direct accountability for revenue, gross margin, and net profitability targets
Work with ownership and the executive team to develop financial plans for mitigation operations across both locations
Review financial performance monthly; identify variances, diagnose root causes, and implement corrective actions to stay on plan
Manage job costing and pricing to maintain target gross margins on all mitigation projects
Control operational expenses including labor, equipment, materials, subcontractors, and vehicle costs
Assign quarterly financial objectives to mitigation managers and hold them accountable for results
3. Key Performance Metrics (KPMs) The Restoration Operations Manager is directly responsible for tracking, analyzing, and driving improvement on all mitigation KPMs, including: Revenue per job: Monitor and improve average revenue per mitigation job through proper scoping, documentation, and supplements
Gross margin: Maintain target gross margins through efficient labor management, equipment utilization, and job costing discipline
Cycle time: Reduce average job cycle time from first notice of loss to job completion and file close
Response time: Ensure crews are on-site within target timeframes (goal: 1–2 hours for emergency calls)
Customer satisfaction: Maintain high satisfaction scores and manage review generation; address complaints within 24 hours
Close rate: Track lead-to-job conversion rates and identify leakage points in the sales-to-production handoff
Equipment utilization: Maximize utilization rates on dehumidifiers, air movers, and other equipment inventory
Collection rate: Ensure timely invoicing and drive accounts receivable collection within target DSO (days sales outstanding)
4. Commercial Business Development (15-20% of Time) Weekly BD activities include: 4–6 new outreach contacts, 6–8 follow-up touches, 1–2 in-person meetings or facility walk-throughs, LinkedIn engagement and content sharing, and pipeline/SalesForce updates every Friday. The Operations Manager should host or co-host at least one CE Lunch & Learn or industry event per quarter.
Revenue expectation: Build a commercial pipeline that contributes $1M in incremental annual commercial revenue within 12 months of plan launch.
Property Management Companies: Build preferred‑vendor relationships with regional PM firms managing commercial and multi‑family portfolios in the Team JRF NH franchise territories
Insurance Adjusters & Carriers: Develop relationships with large‑loss adjusters, desk adjusters, and independent adjusters who control vendor selection on major commercial claims
Municipal & Government Agencies: Establish SERVPRO as the preferred restoration vendor for NH towns, school districts, and state agencies; get on vendor lists and present emergency response capabilities
Commercial Facility Managers: Target hospitals, universities, hotels, and large office complexes with proactive property assessments and emergency response plans
First Responder Networks: Build relationships with fire departments and emergency management directors who refer restoration vendors to property owners after fire and flood events
5. Team Leadership & Human Resources Recruit, hire, train, and develop production teams and project managers across NH franchises
Conduct regular performance reviews and provide coaching, feedback, and development plans for direct reports
Cultivate rising talent within the organization; identify and develop future leaders for succession planning
Ensure all team members maintain required certifications (IICRC WRT, ASD, FSRT, etc.)and complete ongoing training
Foster a culture of accountability, professionalism, urgency, and customer‑first service across all mitigation divisions
Manage staffing levels and on‑call schedules to ensure 24/7 emergency response capability
6. Communication & Relationship Management Serve as the primary point of contact for key commercial clients, insurance partners, and municipal accounts across NH
Build and maintain trusted relationships with adjusters, property managers, agents, and other referral sources
Communicate regularly with ownership on operational performance, financial results, pipeline progress, and strategic issues
Collaborate cross‑functionally with the General Manager, accounting, marketing, and administrative teams
7. Risk Management & Compliance Assess, analyze, and mitigate operational risks across all Team JRF mitigation activities
Ensure compliance with OSHA, EPA, and all applicable federal, state, and local regulations
Maintain proper documentation, job files, moisture logs, and photo records on every project for liability protection and insurance compliance
Oversee facilities/building management and organization, vehicle fleet safety, maintenance, and compliance across all locations
Qualifications
Required
5+ years of experience in restoration, mitigation, or a closely related field (construction,disaster recovery, environmental services
3+ years in a management or supervisory role with P&L responsibility
IICRC WRT (Water Restoration Technician) certification; additional IICRC certifications strongly preferred (ASD, FSRT, AMRT, OCT)
Demonstrated ability to read and manage a P&L, control job costs, and drive profitability
Strong technical knowledge of water, fire, mold, and storm damage mitigation processes and equipment
Proficiency with Xactimate, moisture meters, thermal imaging, and standard restoration technology
Excellent communication and relationship-building skills; comfort engaging with commercial decision‑makers
Valid driver’s license and ability to pass a background check
Participate in on‑call rotation and respond to emergencies as needed, including nights and weekends
Preferred
Experience with SERVPRO systems, processes, and brand standards
Familiarity with insurance claims processes and TPA/program work
Business development or sales experience, particularly in commercial restoration or B2Bservices
Experience with CRM systems and pipeline management
OSHA 30-hour certification
Lead RRP and/or asbestos awareness certifications
Working Conditions & Physical Requirements
Primary office location: Manchester NH
Regular travel between MA and NH franchise locations and to client sites, fire departments, municipal offices, and industry events
Must be able to work in active restoration environments, including exposure to water, mold, fire damage, and construction conditions
Ability to lift 50+ lbs, climb ladders, and work in confined spaces as needed during job site inspections
On‑call availability for after-hours emergency response on a rotating and as‑needed basis
Compensation & Benefits
This is a full‑time, exempt, salaried position. Compensation is commensurate with experience and includes:
Competitive base salary
Performance-based bonus tied to P&L results, KPM achievement, and commercial revenue growth
Company vehicle
Benefits package (health, dental, vision, PTO, 401k, profit share, etc.)
Professional development support, including industry certifications and continuing education
SERVPRO Team JRF is an equal opportunity employer.
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. SERVPRO Team JRF reserves the right to modify this description at any time.
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Worksite address
manchester, NH, 03103, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.