Disaster Response Program Manager

What we offer

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• Company-paid mental health benefit through Headspace
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

The Disaster Response Program Manager (DRPM) serves as the primary deputy to the Disaster Response Program Director, helping to plan and execute the program in the event of delegated responsibilities or the absence of the director. The DRPM is responsible for driving and supporting the execution of the SERVPRO Disaster Response (Storm) Program, as well as other system-activated responses to catastrophic events as deemed necessary by SERVPRO. The DRPM collaborates with all key departments, including but not limited to Field Operations, Commercial Large Loss, National Accounts, Communications, Marketing, Customer Care Center, and Product Control, to facilitate an organized and coordinated response to storm events and catastrophic losses. The DRPM is responsible for designing and maintaining the relevancy of the processes and procedures that constitute the SERVPRO Disaster Response Program, as well as training SERVPRO team members and franchisees in the execution of the program. The DRPM will report to the Disaster Response Program Director.

Major Duties and Responsibilities

• Assists in oversight and management the SERVPRO Disaster (Storm) Response Program, acting as a liaison between SERVPRO Headquarters departments and production franchisees.
• Coordinate with the SERVPRO business intelligence team and staff meteorologist to execute and improve proactive disaster response indicators and actions.
• Assist the Disaster Response Program Director in identifying locations with production capacity constraints and create response plans to support local franchisees in managing high customer volumes.
• Promote and train SERVPRO’s Disaster Response (Storm) Program at franchise meetings, including Regional Owner Workshops, periodic operations meetings, and the SERVPRO annual convention.
• Collaborate with the Customer Care Center to manage lead volume in affected areas and determine the best options for handling increased workflow.
• Work with the National Accounts team to address insurance carrier and commercial client needs, ensuring service level agreements are met by responding production franchises.
• Partner with the Product Control & Sales team to identify resource needs, such as consumables and equipment rentals, and ensure timely delivery of products and equipment.
• Facilitate disaster response activation meetings at SERVPRO Headquarters with leaders and stakeholders to establish resource needs and allocation during major events.
• Communicate daily with field leaders and senior leaders during active events to gather and disseminate situational reports.
• Participate in After Action Reviews (AARs) to drive continuous improvement of the Disaster Response Program.
• Collaborate with the Legal team to identify and communicate local regulatory information, including taxable billing, tax rates, local pricing, licensing, and other jurisdictional concerns.
• Recognize and promote disaster response performance by SERVPRO production franchises to encourage participation and highlight results.
• Create, monitor, review, adjust, and maintain the Disaster Response Program standard operating procedures.
• Work with IT to prioritize and implement updates to improve and maintain the disaster response tech suite.
• Design and develop administrative resources to assist disaster response program participants with processing collections and distributions.
• Act as the primary deputy to the Disaster Response Program Director, executing the program in their absence.

Required Qualifications

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
• Proven experience operating in high stress environments with demonstrated adaptability and flexibility required to achieve goals.
• Minimum 10 years experience in operational supervisory or management role.
• Proven experience in indirect (matrix) management environments.
• Experience leading deployments of resources into complex environments.
• Proven experience communicating clearly and concisely with senior leaders and executives.
• Proficient with the Microsoft Office Suite Applications, including MS-Word, MS-Excel, MS-PowerPoint, and MS-Outlook.
• Knowledge of National Flood Insurance Program is a plus.
• Ability to assist in any additional assignments as provided by the Disaster Response Program Director.
• Excellent oral and written communication skills. Comfortable presenting information to senior leaders and groups of up to 200 people or more.
• Ability to lead indirectly and present topics with brevity in large cross-functional meetings.
• Ability to design and implement processes needed to create scale.
• Program management experience is a plus.

Education

• Bachelor’s degree in business, finance, management or equivalent combination of education and relevant work-related experience.
• Formal education on preemptive response or contingency planning is a plus.