Job Postings

Director of Operations

Summit Cleaning & Restoration
Job Description

Position Summary / Purpose

Facilitate the timely and profitable delivery of all branch services while maintaining company standards for quality and customer satisfaction. Effectively manage branch operations by focusing on cash/collections, profitable/consistent service delivery, lead generation, customer satisfaction, employee engagement, team recruitment, training and succession planning.

Create high levels of customer satisfaction by exceeding their expectations and fulfilling the company’s contractual obligations through the timely and profitable delivery of restoration services.

Facilitate the timely and profitable delivery of all services required to rapidly return customer’s property to pre-loss condition, minimizing repairs and downtime following property damage.

 

Principle Duties and Responsibilities 

  • Create repeat customers/referral sources by exceeding their expectations for quality and delivery of disaster mitigation and restoration services.

  • Exceed company targets for client / customer satisfaction and quality - measured by survey and Google reviews.

  • Exceed company targets for COGS and branch overhead cost performance

  • Exceed company targets for cash flow and collections policies

  • Exceed company targets for closing rates associated with each class as determined by KPI and Summit MBOs.  Analyze trends and determine course of action needed due to the trends

  • Hold team leads and downline personnel accountable to consistent adherence to established operational processes and procedures - monitor leading indicators

  • Ensure branch personnel understand the company WHY as outlined and delivered by the Leadership team, encourage staff to ensure company culture is cultivated and maintained 

  • Maintain production capacity through adequate staffing, training, equipment and supplies management

  • Assist in the development of the annual operating budget, strategic goals and business objectives as part of the business planning process

  • Hire, train, develop, discipline and discharge operations employees with direction from the Management team

  • Facilitate meetings with employees

  • Prepare written proposals, estimates and accurate scope of services 

  • Lead clients through process outline, secure work authorizations and communicate clear expectations for our team

  • Build and maintain relationships with claims adjusters, clients and contractors

  • Secure business – and prospect for new referrals and clients 

  • Assist in conducting production team trainings

 

Working Relationships and Scope

  • Only company-approved vendors and subcontractors will be used

  • Coordinates with Marketing for follow-up and job evaluation with customers

  • Coordinates with customer and administration function for timely collection of project payment
     

Performance Competencies

  • Customer Service – The individual responds promptly to customer’s needs, effectively explains processes and equipment that will be used, solicits customer feedback to improve service, gains customer approval through signed Work Authorization and maintains confidentiality.

  • Customer Focus – Combines empathy for customer’s situation with time and budget constraints to effectively manage and exceed customer’s expectations. 

  • Oral Communication – The individual speaks clearly and persuasively in all situations.  Able to effectively communicate with customers in understandable terms.

  • Written Communication – Writes clear, precise, well organized estimates, proposals and emails.  

  • Team Building – Achieves cohesion and effective team spirit with peers, subordinates and subcontractors. Sustains a climate characterized by open, honest relationships where differences are constructively resolved rather than ignored, suppressed or denied.  Shares credit for accomplishments.

  • Planning & Organizing – Has the ability to see the overall job from start to finish. Knowing the steps to be taken, resources and time required, can effectively create a timeline for the job. Coordinates plans with other managers as well as prioritizes and plans work activities and uses time efficiently.

  • Quality – the individual demonstrates accuracy and thoroughness and monitors his / her own work to ensure quality.

  • Adaptability – the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent changes, delays or unexpected events.

  • Dependability – the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.

  • Integrity –  Puts company interests above self. Earns trust of co-workers.  Is intellectually honest.

  • Excellence – Sets high  standards of performance.  Sets clear, fair and aggressive goals for self and others, encouraging individual initiative.

  • Safety and Security – the individual observes safety and security procedures and uses equipment and materials properly.
     

 

Qualifications - Knowledge, Skills and Abilities

  • Education and Experience

High School diploma or GED plus three (3) to five (5) years of experience managing construction or restoration projects and supervising crews. Associates (2 year) degree or bachelor (4 year) degree in business or construction management preferred. Advanced knowledge of building construction, remodeling or restoration preferred. Understands the relationship between direct labor and profitability.

  • Language skills

Read and comprehend simple instructions, short correspondence and memos. Write simple correspondence. Effectively present information in one-on-one and small group situations to customers, clients, and other employees.

  • Financial Reports and Budgeting

Understanding of financial reports: Profit & Loss, Balance Sheet, Cash Flow and budgeting.  Ability to review completed job costing, assess performance and identify areas for improvement.

  • Technical skills

Proficient technical skills, experience and certification in the areas of service the company provides.

  • Mathematical skills

Adequate math skills.  Able to quickly and effectively translate remaining work into manpower planning, project completion times, and review and assess labor time reporting. Effectively project job costs based on work remaining.  

  • Reasoning skills

Ability to apply common sense understanding and to carry out detailed written or oral instructions. Deal with problems involving multiple concrete variables in standardized situations.

Contact Information