Knowledge Operations Manager Jobs in Cleveland, TX

Benefits:

• Health insurance
• Paid time off
• 401(k)
• 401(k) matching
• Bonus based on performance
• Company car
• Competitive salary

SERVPRO Team Shaw is one of the largest SERVPRO franchise organizations in the country, having grown from one location in 2020 to 33 locations today across three major markets. We have assisted over 5,000 customers with water and fire emergencies nationwide. We are a full turnkey provider for our customers, doing everything from water and fire emergency services, moving and storage of contents, and textile cleaning all the way to reconstruction. We were recently ranked the #69 fastest-growing private restoration/construction company in the country, and growth opportunities continue to arise across commercial large loss, fire damage restoration, asbestos and mold removal, and more.
Position SummaryThe Operations Manager is responsible for the overall performance of restoration production within their market, overseeing all mitigation operations from first notice of loss through job completion. This role owns labor management, cost of goods sold (COGS), production scheduling, and performance management across a team of Project Managers and field crews. The ideal candidate is a strong operational leader who can balance quality, speed, and profitability while coaching and developing the next generation of restoration talent.
If you have a sense of urgency and want to grow with a company that has seen 5x growth over the last two years, look no further and apply today! We’re seeking someone who is a strong communicator, has excellent analytical skills, is detail-oriented, and thrives on holding a team accountable to results. Our idea of the ultimate candidate is proactive, experienced, and truly enjoys developing people while driving operational excellence.
Key Responsibilities•       Oversee all mitigation operations across water, fire, and reconstruction service lines, ensuring jobs are executed safely, efficiently, and to SERVPRO and IICRC standards.
•       Manage labor across the production team — staffing levels, crew assignments, and workload distribution across Project Managers, crew chiefs, and technicians.
•       Own cost of goods sold (COGS): monitor job costing, labor and material spend, equipment utilization, and margin performance against budget.
•       Build and manage production scheduling across all active jobs, balancing crew availability, equipment, and customer timelines.
•       Drive performance management by setting KPIs for Project Managers and crews, conducting regular reviews, and holding teams accountable to production, quality, and customer satisfaction targets.
•       Lead training, coaching, and development for Project Managers and technicians, including IICRC certification pathways and career progression planning.
•       Partner with the General Manager, sales, and claims teams to align production capacity with the sales pipeline and customer commitments.
•       Review and approve job files, scope documentation, and estimates (Xactimate/Xactanalysis) for accuracy and completeness.=
•       Monitor job cycle time and work-in-progress (WIP) reports; identify and resolve bottlenecks on aging or at-risk jobs.
•       Ensure compliance with safety protocols, OSHA standards, and SERVPRO job documentation systems (WorkCenter, DryBook) across all crews.
•       Oversee equipment, vehicle, and inventory needs across crews, coordinating with Facilities and Fleet as needed.
•       Resolve escalated customer and insurance adjuster issues, stepping in as needed to protect customer satisfaction.
•       Recruit, interview, and onboard new Project Managers and production staff as the team grows.
•       Analyze production and financial reports and present performance updates and improvement plans to leadership.
•       Support growth initiatives across specialty service lines, including commercial large loss, fire damage restoration, and asbestos/mold removal.
•       Promote and enforce a strong safety culture across every job site.
Compensation & Schedule•       Competitive base salary with bonus and commission plan.
•       Schedule: Monday–Friday, 8:00 AM–5:00 PM.
•       Availability for overtime and on-call hours required during peak demand or emergency responses.
QualificationsRequired:
•       3–5+ years of experience in restoration, construction, or property management, including at least 2 years in a supervisory or management role.
•       Proven track record managing labor, COGS, or P&L in a field services or construction environment.
•       Strong leadership skills with experience managing and developing teams of Project Managers or field supervisors.
•       Working knowledge of production scheduling and job costing.
•       Valid driver’s license with a clean driving record.
•       Proficiency with job-tracking/production software and Microsoft Office/Excel.
•       Ability to travel across assigned market locations as needed.
•       Availability for on-call rotation, evenings, weekends, or overtime as needed during peak demand or emergency response.
Preferred:

•       IICRC certification(s) in Water Damage Restoration, Fire/Smoke Restoration, or related areas.
•       Experience with SERVPRO job documentation systems (WorkCenter, DryBook, Xactimate/Xactanalysis).
•       Experience with commercial large loss, fire, mold/asbestos, or reconstruction service lines.
•       Bachelor’s degree in construction management business preferred, or a related field.
•       Bilingual (English/Spanish) a plus.
Physical Requirements•       Ability to lift, carry, and move up to 50 lbs. as needed for job site visits and inspections.
•       Ability to travel to multiple job sites and locations regularly.
•       Comfortable working in active construction and restoration environments, indoors and outdoors.
Benefits•       Medical, Dental, Vision
•       Paid Time Off
•       Sick Paid Time Off
•       Matching 401(k)
•       Competitive compensation
•       Personal development opportunities