Restoration Operations Lead

JOB SUMMARY:

This is a full-time exempt position. The Operations Lead is responsible for the overall execution, coordination, and leadership of all claims within the branch. The role is focused on operational excellence, technician leadership, job flow efficiency, and branch standards, ensuring that claims are handled efficiently from first notice of loss through completion.

The Operations Lead works both in the field and in the office and serves as the primary point of accountability at the branch level. This is an on-call leadership role supporting customers in need of restoration services. Local sales and relationship management may be required in conjunction with daily duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES FOR A OPERATIONS LEAD:

Branch & Operational Leadership

• Serve as the primary operational leader at the branch level
• Ensure all claims are handled efficiently, accurately, and in accordance with company standards
• Maintain oversight of job flow from intake through completion, ensuring timely progression and issue resolution
• Hold daily office huddles to align the team on priorities, active jobs, safety, and performance expectations
• Maintain a clean, professional, and organized office environment at all times
• Manage branch equipment, including inventory control, maintenance, readiness, and proper usage
• Ensure staff are properly equipped, trained, and deployed efficiently

Project & Job Execution

• Respond to projects with service issues or escalations
• Coordinate responses to new jobs and emergency calls
• Manage projects to ensure quality, safety, and efficiency
• Track and monitor job milestones, control points, and timelines using internal and external systems
• Communicate with customers, adjusters, and stakeholders regarding job status and expectations
• Ensure all documentation, photos, and job data are complete and accurate for estimating and billing

Estimating Process

• All estimates are prepared and finalized by the National Estimating Center
• Ensure scopes, documentation, photos, and job details are complete and submitted promptly to support accurate estimating
• Coordinate with the National Estimating Center to address questions, revisions, or clarifications as needed
• Support estimate reviews and negotiations by providing field insight, documentation, and job-specific context

Financial & Administrative Oversight

• Support project budgeting and invoicing through proper documentation and job execution
• Assist with collections by resolving job issues, documentation gaps, or customer concerns
• Manage and monitor subcontractor performance and approve or deny subcontractor invoices as applicable
• Develop and maintain subcontractor relationships as needed to support branch operations

People Leadership & Development

• Hire, train, and supervise technicians and project managers
• Set clear expectations for performance, safety, and professionalism
• Coach and develop staff to improve efficiency, quality, and customer experience
• Enforce company policies, procedures, and safety standards

Sales & Relationship Support

• Support local sales and relationship-building efforts as needed
• Represent the branch professionally with customers, adjusters, and referral partners