Director of Production
The Director of Production for SERVPRO Team TMC’s Boston branch is a pivotal leadership role responsible for ensuring the flawless execution of all core mitigation services- including water, fire, mold, biohazard, emergency response, and more. This leader drives day-to-day production excellence by guiding Project Managers, Crew Chiefs, and field staff toward consistent quality, healthy cycle times, and strong job profitability. Working closely with the Director of Operations, the Director of Production ensures optimal staffing, real-time schedule management, KPI performance, and disciplined adherence to SERVPRO standards, documentation expectations, and compliance requirements. This role is ideal for a highly organized, people-centric, and results-driven leader who thrives in a fast-paced environment, builds strong teams, elevates the customer experience, and brings a strong working knowledge of restoration, mitigation, remediation practices, and relevant IICRC standards.
Overall Responsibilities –
· Lead, mentor, and develop all production staff, including technicians, crew chiefs, and Restoration Supers.
· Set performance expectations and production goals for the department.
· Ensure proper staffing, recruiting, training, and professional development to maintain a strong and reliable team.
· Serve as the point of escalation for customers, adjusters, and TPAs.
· Work closely with the Dir of Ops to continuously monitor the financial performance of all projects.
Daily Priorities –
· Maintain the daily schedule of jobs, ensuring proper assignment of crews.
o Assign the necessary resources for each job, including EQ, and delegate to WHM to have it prepped for the next morning.
· Conduct daily check-ins with Crew Chiefs/RSs, focusing on job quality control through review of dashboards, job photos, and notes.
· Approve and manage all temporary labor, ensuring utilization is aligned with workload.
· Monitor and approve OT hours.
· Monitor job progress and address any bottlenecks to ensure healthy cycle times.
· Monitor job profitability and make proactive adjustments to jobs that are approaching or below the desired GP%.
o Address any trends that become evident
o Counsel PMs when appropriate
· Collaborate with PMs to craft and defend responses to third-party audit reviews.
Weekly Priorities –
· Lead weekly training sessions, covering software development, OSHA requirements, review and hone current processes, etc.
o Spot check jobs to review documentation standards.
· Roll out any technology or new SOPs to crew, and follow up on progress.
· Collaborate with the Director of Estimating to evaluate estimate accuracy and analyze underperforming jobs for potential estimating issues.
· Meet with WHM to review labor trends, resource preparedness, crew performance, etc.
Ongoing Priorities -
· Develop job expectations, SOPs, and reportable benchmarks for warehouse management.
· Approve & order any additional EQ that might be needed for a job (ie: Sunbelt).
· Develop a fleet maintenance schedule.
