Restoration operations
Operations Manager for Restoration and Mitigation Companies
By Cole Kline, Founder, Edge Operations Managers
A restoration operations manager is the number two who runs emergency dispatch, job files, crew schedules, drying logs and the weekly scorecard, so the owner stops being the bottleneck every time a loss call comes in at night. The role fits owner-led water, fire and mold restoration companies doing $1M to $10M with about 10 to 50 people on staff.
What the OM owns in restoration
After-hours call coverage and dispatch rules, job file standards (photos, moisture readings, drying logs), equipment tracking, mitigation-to-rebuild handoffs, estimate and invoice submission, insurance carrier and adjuster follow-up, collections on open claims, crew scheduling, subcontractor coordination, customer updates, and the weekly team meeting.
KPI list (definitions only; your targets are your own)
| KPI | Definition | Owner |
|---|---|---|
| Call to arrival time | Time from loss call to crew on site | Dispatcher |
| Job file completeness | Files with all required photos, readings and signed forms / jobs opened | OM |
| Days to estimate | Days from mitigation complete to estimate submitted | Estimator |
| Days to invoice | Days from job complete to invoice sent | Office lead |
| Days to collect | Days from invoice to payment received | Office lead |
| Open receivables by age | Dollars outstanding at 30, 60 and 90+ days | OM |
| Mitigation to rebuild conversion | Rebuild jobs signed / mitigation jobs completed | OM |
| Equipment on rent or idle | Units on jobs vs in the warehouse, and units past planned pull date | Warehouse lead |
| Referral source activity | New jobs by referral source per week | Owner |
| Reviews requested and received | Review asks sent and reviews posted per week | Office lead |
Restoration ops calendar
| Period | Ops focus |
|---|---|
| Winter | Frozen pipe surge plan, after-hours coverage, equipment counts |
| Spring | Storm and flooding prep, hire and train techs, refresh job file standards |
| Summer | Storm season readiness, crew fatigue watch, clear aged receivables |
| Fall | Plan winter coverage, review last year's slow-pay claims, update SOPs |
Timing varies by region and climate; adjust to your market.
Role chart
| Size | Typical structure |
|---|---|
| ~10 to 15 people | Owner (sales, referral partners) -> OM (also runs dispatch) -> mitigation techs, 1 office person |
| ~25 people | Owner -> OM -> Mitigation lead (techs, equipment), Rebuild/production lead (crews, subs), Office lead (estimates, billing, collections) |
| ~40 to 50 people | Owner -> OM -> Mitigation manager, Rebuild manager, Office/billing manager (estimates, collections); Sales manager (referral partners) |
Free tools to run your restoration company on a weekly rhythm
Document these 5 SOPs first
- Taking a loss call and dispatching a crew
- Setting up a job file (photos, readings, signed forms)
- Daily drying checks and equipment pulls
- Handing off from mitigation to rebuild
- Submitting the estimate and following up on payment
Write each one as the steps your best person already follows. The free EDGEos Playbook template above gives you a format (https://playbook.edgevirtualassistants.com/edgeos-playbook).
Signs you need one
Your phone is the after-hours line. Job files are missing photos when the estimate goes out. Receivables pile up because nobody owns follow-up. You want a second in command so you can get out of the day-to-day and spend time with referral partners.
How Edge does it
Edge places a full-time operations manager in your restoration company. They install EdgeOS, our operating system for scorecards, meetings, SOPs and accountability, over 18 weeks, and run the weekly rhythm with your team. Your integrator, working inside the business every week.
See how the install works: /programs/systems-install
Hear owners talk ops
The Business Operations podcast: https://www.youtube.com/@EdgeOperationsManagers
EOS and other operating systems
If you already run EOS or another system, an Edge OM can work inside it. Some owners want an integrator for the system they already have; others want a done-for-you install. Compare the options: /guides/eos-alternatives
Small print: EOS and Entrepreneurial Operating System are registered trademarks of EOS Worldwide, LLC. Edge is not affiliated with EOS Worldwide.
Frequently asked questions
What does an operations manager do at a restoration company?
Runs dispatch, job files, crews, billing follow-up and the weekly scorecard so the owner is not the bottleneck.
Is an OM the same as an integrator?
Close. An integrator is the number two who turns the owner's plans into weekly execution. An Edge OM fills that seat full time and installs the system to run it.
When should a restoration company hire one?
When the owner is still the after-hours line and the person chasing every open claim.
How long does the EdgeOS install take?
18 weeks.
Ready to hand off the operations?
Talk with us about placing a full-time Operations Manager who installs EdgeOS inside your existing tools.
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