Find & Apply For Operations Manager / Supervisor Jobs in Arbutus, Maryland

Position Summary The Director of Operations will be responsible for the overall performance, coordination, and profitability of First Choice Services, Inc.'s restoration operations. This individual will oversee daily field activities, project managers, mitigation and restoration crews, subcontractors, scheduling, estimating coordination, job documentation, and project financial performance. Working closely with company ownership and leadership, the Director of Operations will establish clear performance expectations, implement effective operating procedures, and ensure projects are completed safely, efficiently, on schedule, within budget, and in accordance with applicable industry standards. The successful candidate will bring a balance of strategic leadership and practical restoration experience, with the ability to respond to operational challenges, develop employees, and maintain accountability throughout the project lifecycle. Key Responsibilities Restoration Operations & Project Management Oversee daily operations for water mitigation, fire and smoke restoration, mold remediation, structural drying, and reconstruction projects, as applicable to the company's service offerings. Manage the full project lifecycle, from emergency response and initial inspection through mitigation, restoration, reconstruction, and final completion. Ensure timely dispatch, proper resource allocation, and effective scheduling of technicians, project managers, equipment, and subcontractors. Monitor multiple active jobs to ensure work is progressing according to scope, schedule, budget, and quality standards. Establish and enforce standard operating procedures for emergency response, job-site management, equipment utilization, documentation, and project closeout. Maintain appropriate staffing and on-call coverage to support emergency restoration needs. Conduct regular job reviews and site visits to verify quality, safety, productivity, and adherence to established procedures. Team Leadership & Accountability Lead, coach, and develop project managers, mitigation managers, restoration technicians, and other operational personnel. Establish clear roles, responsibilities, performance expectations, and accountability measures. Monitor employee productivity, labor efficiency, utilization, and overall team performance. Support recruitment, onboarding, training, performance evaluations, and professional development. Build a culture focused on urgency, teamwork, professionalism, ownership, and customer service. Address operational and personnel challenges promptly while maintaining consistent standards across the organization. Financial Performance & Profitability Manage operational budgets and monitor job-level financial performance. Track gross profit margins, labor costs, material expenses, equipment usage, subcontractor costs, and project overruns. Review estimates, scopes of work, change orders, and project budgets in coordination with estimating and project management personnel. Identify and address unbilled work, production inefficiencies, missed documentation, and delayed project invoicing. Ensure completed work is properly documented and communicated to the appropriate personnel for timely billing and collections. Develop strategies to improve profitability, reduce unnecessary expenses, and maximize operational efficiency. Provide regular reporting to ownership on revenue, job costs, gross margins, production capacity, and operational performance. Insurance Claims & Documentation Ensure restoration projects are documented accurately and consistently with photographs, moisture readings, drying logs, daily notes, work authorizations, and other required records. Oversee coordination with insurance adjusters, third-party administrators, property owners, property managers, and other stakeholders. Ensure scopes of work, estimates, supplements, and change orders are communicated and processed in a timely manner. Maintain compliance with applicable carrier program requirements and customer contractual obligations. Work with project managers and administrative staff to resolve documentation deficiencies, scope discrepancies, and billing delays. Promote accurate, defensible documentation to support appropriate payment for completed work. Customer Service & Business Relationships Ensure responsive, professional communication with homeowners, commercial property owners, property managers, insurance representatives, and referral partners. Handle escalated customer concerns and resolve project delays, quality issues, and service-related disputes. Maintain high standards of customer satisfaction throughout the restoration process. Build and maintain strong relationships with insurance professionals, plumbers, property managers, contractors, and other referral sources. Support business development and customer retention through reliable execution, consistent service, and professional representation of the company. Safety, Compliance & Quality Control Enforce job-site safety procedures and proper use of personal protective equipment. Ensure appropriate handling of contaminated materials, water losses, mold-related conditions, and other potential environmental hazards. Promote compliance with applicable OSHA requirements, environmental regulations, licensing requirements, and local building codes. Maintain awareness of relevant IICRC standards and industry best practices. Ensure restoration work is completed in accordance with approved scopes, manufacturer requirements, and applicable standards. Verify that equipment is properly maintained, inspected, tracked, and used efficiently. Identify operational risks and implement corrective measures to protect employees, customers, property, and the company. Process Improvement & Strategic Growth Evaluate existing workflows and implement improvements to increase productivity, reduce cycle times, and improve job profitability. Establish and monitor key performance indicators (KPIs) for project managers, production teams, and overall operations. Improve communication and coordination between field operations, estimating, accounting, administration, and business development. Implement consistent systems for scheduling, job tracking, quality assurance, equipment management, and project reporting. Work with ownership to develop operating plans, staffing strategies, and growth initiatives. Help scale operations while maintaining service quality, accountability, and financial discipline. Required Qualifications Minimum of 5 years of progressive management experience in property restoration, mitigation, reconstruction, construction, or a closely related industry. Demonstrated experience managing restoration projects, field teams, and multiple concurrent jobs. Strong understanding of water mitigation, structural drying, fire and smoke restoration, and restoration project workflows. Experience reviewing project estimates, job costs, budgets, and gross profit margins. Familiarity with insurance restoration documentation, adjuster communication, change orders, and supplemental estimates. Proven ability to lead teams, establish accountability, and improve operational performance. Strong organizational, communication, problem-solving, and decision-making skills. Ability to work in a fast-paced environment and respond to time-sensitive operational demands. Proficiency with restoration management software, project tracking systems, and Microsoft Office or comparable tools. Valid driver's license and ability to travel to active job sites as needed. Preferred Qualifications IICRC certifications such as Water Restoration Technician (WRT), Applied Structural Drying (ASD), Fire and Smoke Restoration Technician (FSRT), or related credentials. Experience with Xactimate or comparable estimating platforms. Experience managing both mitigation and reconstruction operations. Familiarity with insurance carrier programs, third-party administrator requirements, and restoration estimating practices. Experience managing budgets, forecasting production capacity, and improving gross profit margins.

Job Type:

Full-time Pay:

$125,000.00 - $150,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

License/Certification:

Drivers License with clean driving record (Required) Ability to

Commute:

Arbutus, MD 21227 (Required)

Work Location:

In person