Project Manager, Program ​/ Project Manager

Primary Role:
Manage production crews and jobs according to SERVPRO® procedures. Assign and coordinate jobs with crews. Keep Operations Manager, General Manager, or Owner updated on production, as appropriate. Supervise job scheduling, coordinate requirements for the job, complete job files, supervise production and monitor jobs from start to finish. Resolve problems quickly as they arise. Perform production work as needed. Provide and communicate clear and accurate pretesting, scoping of services, and job estimates.

Monitor and follow up on all assigned jobs ensuring customer needs are met. Communicate and establish rapport with commercial, insurance, and residential customers.

• Oversee SERVPRO® processes relating to customers and take care of customer needs.
• Identify and implement activities for incremental improvement.
• Manage relationships with centers of influence (COIs).
• Communicate expectations, requirements, and changes with COIs.
• Communicate customer concerns or complaints to the operations manager, general manager, or owner, as needed.

• Tell customers how SERVPRO® can help them; get the job by gaining customer and client confidence.
• Create and/or review job scopes and ensure accuracy and clarity.
• Identify appropriate production services, time, and necessary materials to develop an accurate job estimate.
• Ensure scope sheets, pictures, and supporting documents are submitted for entry into the estimating database.
• Adhere to Franchise established pricing schedule.
• Discuss any alterations or deviations from Franchise pricing schedule with operations manager or general manager.

• Oversee scheduling of jobs, resources, and crews following SERVPRO® production guidelines.
• Work with office staff to schedule jobs and make changes to the schedule to ensure all jobs are completed in a timely manner.
• Manage job file documentation.
• Ensure all job files are accurate and complete in a timely manner.
• Remain up-to-date on all jobs in progress.
• Manage and perform production activities (as needed).
• Perform production work and job site documentation in the role of Crew Chief as needed.
• Manage and monitor subcontractors.
• Coordinate and monitor subcontract work, ensuring quality work is completed timely.

• Confirm timecards are accurate and submit to payroll.
• Ensure 1-4-8 job response commitment is followed at all times.
• Conduct WIP meetings.
• Manage daily Work-in-Progress meeting to keep staff up-to-date and coordinate resources for efficient production.
• Inspect services and final walk-through on jobs.
• Achieve customer satisfaction by ensuring quality work is completed during and at the end of each job.
• Train production personnel.
• Use recommended training programs to systematically train production personnel according to SERVPRO® guidelines.
• Manage production personnel.
• Monitor performance of production staff, ensuring the work complies with SERVPRO® policies, and correct or train, as necessary.
• Conduct annual evaluations of production personnel.
• Listen, review, and resolve conflicts between employees, as necessary.
• Provide regular feedback on job performance, including scheduled performance appraisals.
• Recruit production personnel.
• Advertise and search for qualified candidates.
• Interview candidates and hire production personnel to ensure a quality production staff is maintained.

• Make sure jobsites are left with a clean and orderly appearance.
• Make sure employees follow SERVPRO® uniform policy.

• Ensure clear two-way communication with crew chief.
• Ensure clear two-way communication with office staff.
• Ensure clear two-way communication with operations manager.
• Ensure clear two-way communication with SERVPRO® marketing representative.

• Continue professional development of SERVPRO® specific skills and expertise.
• Constantly increase knowledge of cleaning products, equipment, technology, office procedures and marketing services to customers and COIs.
• Continue personal development of…