Customer Operations Manager Jobs in Gardner, MA (NOW HIRING)

Infinity Property Restoration is seeking an experienced and results-driven Mitigation Operations Manager to oversee all mitigation operations, personnel, equipment, scheduling, and project performance. This leadership position is responsible for ensuring emergency services are delivered efficiently, safely, profitably, and with exceptional customer service.

The Mitigation Operations Manager will lead field teams, manage daily operations, monitor project progress, maintain quality standards, and work closely with office staff, estimators, project managers, customers, and insurance professionals.

Operations Management

Oversee all water, fire, mold, storm, and emergency mitigation projects.

Manage daily scheduling of technicians, supervisors, and subcontractors.

Ensure all projects are completed according to company standards and IICRC guidelines.

Monitor project timelines, productivity, and profitability.

Review job progress daily and address operational challenges immediately.

Coordinate emergency response efforts, including after-hours and on-call services.

Team Leadership

Recruit, train, mentor, and develop mitigation staff.

Provide ongoing coaching.

Enforce company policies, procedures, and safety standards.

Manage employee scheduling, attendance, and accountability.

Foster a positive, team-oriented work environment.

Quality Control

Perform job site inspections to ensure quality workmanship.

Verify proper documentation, drying logs, moisture readings, and equipment monitoring.

Ensure all required photos and job notes are completed accurately.

Maintain high customer satisfaction standards.

Customer Client Relations

Communicate with homeowners, commercial clients, property managers, and insurance representatives.

Resolve customer concerns professionally and promptly.

Participate in client meetings and relationship-building activities.

Ensure customers receive timely updates throughout the mitigation process.

Equipment Fleet Management

Oversee maintenance and organization of all mitigation equipment.

Monitor equipment inventory and replacement needs.

Ensure vehicles are maintained, clean, and properly stocked.

Manage warehouse organization and inventory controls.

Financial Performance Management

Review job costs, labor hours, and equipment utilization.

Assist with budgeting and operational planning.

Monitor key performance indicators (KPIs) including:

Revenue goals

Gross profit margins

Job completion timelines

Customer satisfaction scores

Employee productivity

Identify opportunities to improve efficiency and profitability.

Safety Compliance

Ensure OSHA compliance and workplace safety standards.

Conduct safety meetings and ongoing training.

Maintain compliance with all company and industry regulations.

Investigate and document incidents, accidents, and safety concerns.

• Minimum 5 years of restoration industry experience.
• Minimum 3 years of management or leadership experience.
• Strong understanding of water, fire, mold, and environmental mitigation.
• IICRC Certifications preferred (WRT, ASD, AMRT, FSRT).
• Excellent leadership, communication, and organizational skills.
• Ability to manage multiple projects simultaneously.
• Experience with Encircle, Albi, preferred.
• Valid driver's license with acceptable driving record.
• Must speak English
• Physical Requirements
• Ability to visit active job sites regularly.
• Ability to lift up to 50 pounds when necessary.
• Ability to work in various environmental and weather conditions.
• Ability to respond to emergency situations as needed.
• Schedule
• Full-Time Position
• Participation in management on-call rotation required.
• Availability for emergency response situations during evenings, weekends, and holidays as needed.

Success Measures

• The successful Mitigation Operations Manager will:
• Maintain profitable and efficient operations.
• Develop and retain high-performing team members.
• Deliver exceptional customer experiences.
• Ensure jobs are completed on time and within company standards.
• Improve operational processes and team performance.
• Represent Infinity Property Restoration with professionalism and integrity.
• Reports To: Owner / Office Manager