Operations Manager

Lead day-to-day project delivery and field operations safely, profitably and on time through clear priorities, people leadership, resource planning and risk resolution. Apply consistent accountability and quality standards across assignment sources and construction, restoration, emergency, repair, commercial, healthcare, institutional, tenant improvement and insurance-related work, based on business needs.

Project Managers (PMs) own their files: scope, contracts, schedules, budgets, documentation, communication, risk escalation, change orders, supplements, billing readiness and closeout. The Operations Manager owns team performance, coaches PMs, removes roadblocks and verifies follow-through. Project Controls provides reporting, dashboards, documentation reviews, compliance visibility, control checks and risk flags to support action.

Key responsibilities

• Lead project delivery
• Oversee assigned projects end to end: assignment, contact, inspection, estimating, approvals, scheduling, production, completion, billing readiness and closeout.
• Monitor service-level agreements and KPIs across these stages, including estimate cycle time, uploads, project updates and start/completion dates.
• Review pending-sales and production ageing separately and move files to the next milestone.
• Maintain original and current target start/completion dates, reasons for revisions and recovery plans for stalled or at‑risk work; date changes must not conceal slippage.
• Check production readiness daily: approved scope and required work authorization before work proceeds.
• Review the daily operations snapshot for workload, stalled files, overdue actions and approaching deadlines.
• Support complex, delayed, high‑risk or sensitive projects, resolve roadblocks within delegated authority and promptly escalate unresolved delivery, client, financial, compliance, safety or resource risks to the Vice President of Operations with practical options.

Lead CAT response

• Maintain CAT readiness through current contacts, resource plans and backup coverage.
• When a CAT is declared, act as CAT Lead in the assigned operational area: activate the approved plan and confirm roles, priorities, resources and coverage.
• Coordinate communication, file movement, estimates, invoicing readiness and escalations.

Lead people and field execution

• Set expectations for PMs, site supervisors, lead hands, technicians, carpenters, labourers, emergency crews and other assigned personnel.
• Coach ownership, urgency, financial discipline, communication and problem‑solving through regular feedback, practical support and ride‑alongs with PMs and Site Project Coordinators (Site PCs).
• Observe field practices, client communication and documentation; record hands‑on coaching feedback, action owners and follow‑up dates, and verify completion.
• Address performance gaps directly and fairly, agree corrective actions, support and follow‑up dates and use recurring gaps to guide training within company people‑management and approval processes.
• Plan workload, labour and trade resources with accountable managers against priorities, skills, availability and deadlines; flag capacity conflicts before commitments are missed.
• Ensure site teams understand approved scope, schedules, priorities, safety, documentation and quality standards.
• Monitor productivity, workmanship, professionalism and conduct; resolve labour, trade coordination, deficiency and compliance issues with PMs and site leadership.

Manage financial performance and operational support

• Review work in progress, gross profit, budgets, committed costs, labour productivity, change orders, supplements, rework and deficiencies.
• Require credible recovery actions where forecasts or delivery are at risk.
• Move completed work promptly to billing readiness.
• Monitor private/customer‑pay balances against collection before project end.
• Review monthly results and forecasts with the Vice President of Operations: delivery KPIs, revenue/margin outlook, billing delays, receivables, Net Promoter Score and Google Reviews.

Required qualifications

• Experience managing construction, restoration, insurance repair, commercial repair, healthcare, institutional, emergency response, or related project operations.
• Leadership experience managing Project Managers, site personnel, coordinators, field staff, subcontractors, or operational teams.
• Strong understanding of project delivery, field execution, scheduling, trade coordination, documentation, safety, quality control, contract awareness, and project financials.
• Ability to read and interpret scopes, estimates, contracts, purchase orders, drawings, specifications, photos, site notes, and project documents.
• Strong communication, coaching, accountability, and conflict‑resolution skills.
• Valid driver's license and ability to travel to job sites, offices, client locations, and facilities as required.

Preferred qualifications

• Experience overseeing both Project Managers and field/site teams.
• Experience with Xactimate, restoration management systems, estimating platforms, project management software, or reporting dashboards.
• Knowledge of insurance restoration, emergency mitigation, commercial construction, healthcare environments, occupied facilities, carrier guidelines, SLA requirements, IPAC protocols, CSA Z317.13, and project closeout.

Reporting and work environment

• Reports to the Vice President of Operations. Regular travel is required to project sites, client facilities, offices and active construction, restoration, emergency, commercial, healthcare, institutional and occupied environments.