Director of Strategic Operations Job Description

Storm -Operations through Storm

• Assist and organize teams, ensuring all documentation and materials meet HQ standards, communicating with customers.

• Analyze the efficiencies and areas of improvement of the existing storm processes, procedures, documentation and field operations to enhance our organizations storm capacity.

• Develop strategies and help organize logistics, field operations, marketing efforts, collections and efficiencies for all storm activities

• Assist in developing and training quality traveling storm teams in each office/MMO.

• Work with our Large Loss Division, GM’S, Marketing Division and management at all storm events

• Develop and implement a system that will be alert us prior to its impact, location and the potential impact of our MSA’S/Customer Accounts/COI’s/ERP’S

• Work closely with franchises immediately impacted by a storm to ask if they need assistance

• Proactively build relationships with franchises in coastal areas and high impact areas prior to storms.

• Develop a list which identifies which franchises will commit to a partnership, which are potential franchises we need to target, and which do not want to partner with us

• Develop a strong partnership with Servpro Corporate Storm Team and CLLD

• Evaluate overall performance by gathering, analyzing, and interpreting key performance metrics (KPM’S) for all storm activities

• After each storm event provide and present a written analysis, financial data, best practices and areas to improve.

Partnership with other Servpro franchises

• Network, promote and build relationships between Servpro Team Zubricki to other Servpro franchises.

• Develop partnerships with the other franchises and solicit the franchise partners to invite Servpro Team Zubricki to participate in their large losses and double capacity.

• Vetting franchise teams across the country and qualifying them to service our MSA’S/Customer

Accounts/COI’s/ERP’S. Onboard each qualified franchise to our Standard Operating Procedures (SOP)

• Engage in one-to-one relationships, along with group sessions with other Servpro franchises to develop a partnership with Servpro Team Zubricki to increase our franchise revenue

• Become the liaison between the Marketing Team with their MSA/Customer Account/COI’s/ERP’S and the outside Servpro franchise community.

• Identify and assign the appropriate outside Servpro franchise when a lead comes in outside our territory.

• Monitor and provide daily updates to the Marketing team when another outside Servpro franchise is involved their MSA/Customer Account/COI’s/ERP’S - Assist and develop a SOP on all MSA’s.

• Utilize contact record management (CRM) management system to document the franchise engagements.

Human Resources

• Recruiting, hiring, on-boarding, orientation, training,employee engagement and employee discipline/corrective action.

• Answer employee payroll,benefits, and basic HR questions

• Manage the HR administrative support to senior leadership and franchise employees

• Ensure accurate completion and filing of onboarding paperwork (e,g, W-4, I-9, Direct deposit,etc)

• Assist managers with the onboarding process of new employees such as scheduling, training and facilitating a smooth transition to Team Zubricki.

• Work with accounting on any payroll related issues

• Interprets appropriate laws and policies and advises management and franchise employees

• Ensure and maintain compliant employment files and records accuracy

• For all existing employees develop a learning and development program which provides an opportunity for employees to grow and develop and have an opportunity to be promoted within the company

• Collaborate with General Managers and Operations Managers to develop, implement, and track weekly safety training programs for production employees.

• Continue being a IICRC WRT and teaching the virtual and in person IICRC WRT classes

• Qualify to become a CE Instructor

• Develop a course curriculum to qualify specific personnel to become a qualified Health and Safety Officer

• Develop a bonus/commission program for the General Managers and for the field personnel for mitigation and construction operations.

SKILL SETS NEEDED

• Adaptability, Flexibility, High energy, Hustle

NORMAL WORKING HOURS, ADDITIONAL WORKING HOURS, AND TRAVEL REQUIREMENTS

• This is a full time position working hours varying between 7:00 a.m. and 7:00 pm, Monday throughFriday, 40 hours per week minimum, with some weekend and/or holiday work required. Flexibility and long hours are a must during activated Storms throughout the year. During Storm this position requires working on-call, after hours and weekend work.

• Travel will be required 25% of the time and the remainder of the time will be working remote from home

This is a remote position.

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.