The Operations Support Manager role exists as an accountability layer beneath the Managing Director, and is accountable for how each location looks, how it runs, and whether the standards of the market are actually being upheld. The Operations Support Manager reports directly to the market Managing Director and works closely with that Managing Director on standards and compliance. The role carries no direct reports. Its authority is the authority of the standard, not authority over people. Where an issue involves an individual employee’s performance, conduct, or employment, the Operations Support Manager routes it to the Managing Director rather than resolving it directly.
Primary Responsibilities
Facility, Culture and Compliance
Hold the location to Company standards for culture, dress code, and vehicle appearance.
Maintain vehicle readiness and warehouse readiness at the location.
Monitor soft-goods and chemical inventory levels and reorder before shortfalls affect production.
Maintain facility upkeep, including grounds and the general presentation of the building.
Receive members of the public who come to the location, and direct them to the correct person or market resource.
Coordination
Work with Shared Services when paperwork requires signature or a document requires physical handling or inspection at the location.
Work with the Senior Operations Manager on vehicle safety and compliance, ensuring safety and visual inspections are completed on schedule.
Work with the Senior Operations Manager and market managers on equipment malfunctions, moving items into repair or replacement without production waiting on the outcome.
Facilitate the daily Work-In-Process (WIP) meeting at the location, ensuring the team is online and connected through Microsoft Teams for the exchange with Shared Services, particularly the Job File Coordinators and Project Administrators on job-file maintenance, issues, and deliverables.
Local Operations and Gear Depot
Receive and organize incoming inventory; manage warehouse cleaning and restocking.
Support market managers with staffing coverage at the location, flagging gaps and helping arrange cover. Crew assignments and schedules remain with the Restoration, Contents, and Construction Managers.
Place and track local vendor and supplier orders.
Receive employee issues or complaints raised at the location and route them to the appropriate Manager, the Managing Director, or Human Resources. The Operations Support Manager does not investigate or resolve employee relations matters.
Assist with onboarding and orientation for new employees at the location as the local face of the Company. Human Resources owns the formal process.
Manage lost-time incidents and safety reports on site, documenting them and reporting to the Restoration Operations, Contents and Warehouse Operations, or Construction Operations Manager as appropriate.
Issue iPhones, iPads, tools, and equipment to teams on arrival, and issue replacements when devices are broken or out of service, working with the Senior Operations Manager and market managers to have gear repaired or replaced so teams stay productive.
Budget
Produce and manage the annual budget for the location, or assist in its development.
Track location-level spending against that budget and report variances to the Managing Director.
Scope of Authority
The Operations Support Manager has no direct reports and does not hold personnel authority. Hiring, discipline, performance reviews, pay decisions, and scheduling of crews remain with the market Managers and the Managing Director.
What the role does hold is standards authority at the location. The Operations Support Manager may direct that a vehicle be cleaned, that inventory be restocked, that the facility be brought back to standard, or that equipment be pulled from service. Where a standard is not being met and the correction requires action from an individual employee, the Operations Support Manager raises it with that employee’s Manager rather than addressing it as a performance matter directly.
The Operations Support Manager does not commit the Company beyond the approved location budget and normal supply ordering. Capital purchases, vehicle acquisition or disposal, and vendor contracts belong to the Senior Operations Manager and the Managing Director.
Education and Experience Requirements
High school diploma or GED.
Two or more years of operations, warehouse, facility, or field supervision experience.
Superb customer service track record.
Effective written and oral communication.
Basic math and budgeting skills.
Experience in restoration, construction, or a related field service industry preferred.
Comfortable working in Microsoft Teams and Company operating systems.
Physical and Work Environment Requirements
Walking and / or standing throughout the day.
Frequent driving and sitting.
Regularly lifting up to 50 pounds; occasionally more with assistance.
Occasionally climbing ladders.
Occasionally exposed to extreme conditions such as heat.
The noise level in the warehouse and at individual jobsites can be loud.
Normal Working Hours, Additional Working Hours, and Travel Requirements
This is a full-time position, working 7:00 a.m. to 5:00 p.m., Monday through Friday, 45 hours per week. This position may require hours beyond eight hours a day and occasional weekend work, particularly during storm response or periods of elevated volume. Travel is required and is primarily local, including regular travel between the location and the primary market office.