Director of Operations

Department: Restoration

Location: New York, NY

Description The Director of Operations is responsible for overseeing daily operational activities, ensuring regulatory compliance, driving profitability, and supporting strategic business growth. This role partners closely with senior restoration leadership to execute operational and business strategies while leading production, procurement, financial management, and team development. The Director of Operations ensures that operational systems, processes, and performance standards support company goals and customer commitments.

Key Responsibilities

• Oversee production, procurement, and planning of daily operations
• Ensure timely, accurate, and compliant management of work order processes, business information, and licensing requirements
• Maintain compliance with federal, state, and local regulations
• Coordinate with the sales management team to fulfill customer commitments and participate in select sales efforts when needed
• Provide operational support to office personnel, technicians, and sales associates, including escalation management and technical guidance
• Monitor operational and compliance metrics, including KPIs and production quality standardsTrack, escalate, and resolve operational issues in a timely manner
• Influence vendor selection and manage vendor and subcontractor relationships
• Approve expenses and purchases for direct reports
• Communicate operational updates and process changes across the organization
• Ensure health and safety regulations are followed
• Review financial data, manage budgets, forecasts, and budget adjustments to improve profitability
• Improve operational systems and processes and lead training for new initiatives and technology implementations
• Plan, schedule, and review workload and manpower to ensure cost-effective achievement of targets
• Recruit, train, supervise, and develop staff as needed
• Lead and mentor team members to support growth, accountability, and performance

Work Experience Skills, Knowledge and Expertise

• 10+ years of experience in operations, restoration, construction, or a related field.
• 3–5 years of experience in a similar operational leadership role
• Demonstrated experience in budgeting, forecasting, and financial management
• Experience negotiating with suppliers, subcontractors, and vendors
• Restoration industry experience strongly preferred

Skills

• Strong leadership and team management skills
• Excellent written and verbal communication skills
• Strong problem-solving and analytical abilities
• Ability to manage time, priorities, and workload effectively
• Ability to influence and hold senior leaders accountable
• Strong organizational and planning skills
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Experience using Xactimate and XactAnalysis, including reporting tools
• Ability to present training materials and communicate effectively with groups

Education

• Bachelor’s degree in Business Administration, Operations Management, Finance, or a related field preferred
• Equivalent professional experience may be considered in place of a degree

Professional Licenses, Accreditations and Certifications

• Valid driver’s license required with an acceptable driving record in accordance with Cotton’s policy.

Knowledge

• Understanding of business and financial principles
• Knowledge of operations management and organizational improvement
• Familiarity with federal, state, and local regulatory requirements
• Knowledge of consumer psychology and organizational behavior
• Strong understanding of restoration industry operations

Personal Traits and Attributes

• Strong leadership presence with the ability to motivate and engage teams
• High level of accountability and integrity
• Strategic thinker with a hands-on approach
• Results-driven and performance-focused
• Adaptable and responsive in a fast-paced environment

Languages

• English Required; Bilingual (Spanish/English) preferred