Mitigation Manager

Summary/Objective:

The Mitigation Manager oversees the Mitigation Team and their service delivery of all onsite mitigation efforts. This includes the management of all steps of the mitigation process after new customer signing/inspection through to mitigation completion. The Mitigation Manager ensures the delivery of all documentation to designated staff in exact accordance with ADRI’s procedures and timelines. Through excellent service delivery, creates the highest level of satisfaction for customers, referral partners and acts as a steward of the company brand.

Essential Duties

● Oversees all mitigation and EMS based services

● Directs and ensures proper coordination of all Mitigation Department administrative affairs

● Determines feasibility of work, based on insurance coverages and nature of damages

● Inspects job sites to establish initial scope of work, confirms with insured and adjusters

● Under the leadership of the Operations Manager, work with executive staff on growing and refining processes and procedures to achieve long term profitable results from the Mitigation Department.

● Works closely with Reconstruction and/or Contents employees when needed to assist in furthering projects on to completion

● Leads daily “Stand To” meetings

● Manages equipment and consumables inventory

● Manages Mitigation fleet/vehicles; manages team “readiness” by making sure that all trucks are always fully stocked, equipped, and prepared for all various job type scenarios. Confirms supplies and equipment are stewarded properly to maximize profits and minimize costs.

● Monitors performance data (job life cycle, A/R gaining, production hours; customer satisfaction in form of google reviews) and take action accordingly

● Provides training and direction to mitigation personnel; perform ad-hoc site visits to sample audit the work performance of the team and provide hands-on, on-site guidance and training.

● Routinely provides ideas to the Operations Manage to improve employee retention, employee engagement and employee morale

● Assists in the recruitment and qualifying of subcontractors and vendors

● Leads all operational sales activities including but not limited to the following: a. 5x5’s b. Placing yard signs c. Capturing Agent of record information d. Asking for Google reviews e. Asking for referrals and targeted recommendations

● Assists in the recruitment and onboarding of Mitigation personnel

● Fields customer questions & concerns, resolving all issues, working with appropriate staff

● Builds relationships with field adjusters, commercial business clients and other referral partners

● Writes EMS related estimates and scopes as needed

● Represents the company at industry events and associated groups as required

Competencies:

Demonstrated a clear understanding of mitigation and dry out processes and the ability to train those principles to others.

● Supervisory experience in mitigation, restoration and/or reconstruction industries.

● Excellent verbal and written communication skills

● Excellent interpersonal and customer service skills

● Excellent sales and customer service skills

● Excellent organizational skills and attention to detail

● Excellent time management skills with a proven ability to meet deadlines

● Strong analytical and problem-solving skills

● Strong supervisory and leadership skills

● Ability to prioritize tasks and to delegate them when appropriate

● Ability to function well in a high-paced and at times stressful environment

● Proficient with Microsoft Office Suite, G Suite or related software

● Customer and team oriented with the ability to adapt / respond to different types of personalities.

● Strong sense of urgency and hard-working team player who can easily adapt to changing needs.

● Strong desire to learn and excel; willingness to apply knowledge to continuously improve business operations and customer service delivery.

**Required Emergency / After Hours Assignments**

• Participates in 24 hour on-call rotation, responding to emergency losses after hours.
• Maintain an afterhours / weekend on-call schedule.
• Ensure every Field Team employee is aware and given timely notice of on-call shift assignments.
• During assigned on-call shift be responsive, answering all phone calls.
• Ensure all Field Team employees who are on-call are responsive, answering all phone calls during shift assignment.

Supervisory responsibilities:

• Oversees all Mitigation personnel, Subcontractors and vendors

Work environment:

• Office and administrative environments
• Residential and commercial work sites

Physical demands:

• Prolonged periods of sitting in vehicles and at a desk
• Must be able to lift at least 50 pounds at a time
• Prolonged periods of exposure to noise created by power tools, equipment and heavy machinery
• Exposure to standard work site environments

Travel required

• Minimum travel outside the immediate operating area may be required

Required education and experience

● High school diploma or equivalent

● At least two years of related experience

● Must have and maintain a valid driver’s license reliable transportation

● Availability for afterhours / weekends when required

● Ability to lift a minimum of 50 lbs.

● Physically able to work in PPE including respiratory protection

● Ability to work in high places and in tight spaces, as well as fire, smoke and/or water damage environments that have potential for mold & mildew

● Must be reliable, dependable, drug free and adhere to background check Preferred education and experience

● 2-7 years’ experience as a Mitigation Project Manager and/or related experience in the insurance restoration Industry

● IICRC certifications in Water, Fire and Mold restoration

● Project Management related certifications and/or training

● Current WRT, ASD, EPA Lead Renovator, AHERA Certification.

● Extensive knowledge of ANSI/IICRC Standards for Professional Water Damage Restoration

● Knowledge of and/or work experience with property insurance policies/claims

● Proficient with technology such as iPad, iPhone, DASH, Cam and Xactimate estimating software