Branch Lead
Merit Restorations · Lynchburg
Welcome to Merit Restorations.
We specialize in mitigating and rebuilding residential and commercial properties damaged by fire, water, storms, and other disasters. We partner with leading insurance carriers and handle everything from emergency cleanup to complete rebuilds, with a focus on safety, integrity, and advocacy. As entrepreneurs, we take full ownership of the work we do and the families we serve.
At Merit, our purpose is simple and non-negotiable: we work together as a team so we can change lives. Teamwork is the foundation of everything we do—because teamwork creates impact, and impact changes lives. We exist to help people, and the only way we do that at the highest level is by moving as one team, aligned in mission, values, and execution.
Why we exist. We exist for two families. The families we serve and the families inside this company. When we work together and serve our clients at the highest level, both families win.
As a Branch Lead, you own the daily operations of your branch — the people, the projects, and the numbers — while still carrying your own claims as a Project Manager. You take full ownership of the branch's success, stepping into whatever role is needed, including Estimator or Project Manager on large losses, to keep jobs moving and clients taken care of. Your leadership drives claims distribution, team performance, and the financial health of the branch.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
OFFICE STRATEGY & BUDGETING
- Office Strategy & Budgeting
- Lead the setup and operational launch of the new branch.
- Develop and implement office strategies in collaboration with the management team.
- Manage budgets, review financial performance, and ensure financial targets are met.
- Review team capacity and present findings to the executive team, including decisions on adjusting territory coverage and turning services on/off as needed.
- Participate in the recruiting and hiring process, making key decisions ("Red light / Green light") on staffing.
- Forecast staffing needs, address any staffing issues, and ensure the branch is equipped to handle current and future workloads.
- Oversee claims distribution, project management, and customer satisfaction.
- Ensure compliance with Merit's standards for safety, integrity, and quality.
PROJECT MANAGEMENT & CLAIMS OVERSIGHT
- Receive and field all incoming insurance opportunities, including call-ins, adjuster referrals, program assignments, and leads.
- Distribute new leads and opportunities to the appropriate department or team members based on their expertise and capacity.
- Scope damages at sites, create estimates, and submit them to insurance companies for approval.
- Coordinate repairs using our approved contractors, ensuring all projects meet Merit's standards.
- Manage deadlines, progress, and quality across multiple projects simultaneously.
- Use Xactimate & Cotality Estimate software to estimate each loss accurately.
- Serve as an Estimator and Project Manager for large losses as needed.
- Oversee claims distribution and monitor performance metrics (POMs or equivalent).
TEAM LEADERSHIP & STAFFING
- Manage all branch personnel, including Project Managers, Estimators, Mitigation Project Managers, Mitigation Technicians, and Project Helpers.
- Support team members in handling daily customer service concerns and complaints, providing guidance and construtive feedback as needed.
- Address and resolve any escalated customer service issues, ensuring client satisfaction.
- Conduct 30, 60, and 90-day reviews for new hires, annual assessments for team members, and provide regular feedback based on internal evaluations and client feedback.
- Maintain and coordinate the on-call schedule, ensuring adequate coverage for emergency situations.
- Develop, improve, and implement performance and production goals for all departments, discussing these metrics with the executive team regularly.
- Lead weekly operations meetings with all team members to review progress, address concerns, and align on goals.
- Build, motivate, and maintain high-performing teams to ensure successful project completion.
- Communicate program changes to the claims management team and assist in on-call rotation.
- Review and approve PTO and vacation time.
CLIENT & BUSINESS DEVELOPMENT
- Act as the "face" of the company in the market specific to the unit.
- Build and maintain strong business relationships with clients, insurance adjusters, brokers, and TPAs.
- Ensure high-level customer service by proactively addressing client concerns and ensuring satisfaction.
- Seek alliances to improve performance and participate in client development initiatives.
- Monitor and develop client relationships with insurance companies.
FINANCIAL OVERSIGHT & ADMINISTRATION
- Review and monitor billing, cash collections, and branch health on a weekly basis.
- Coordinate and discuss weekly finances and operations with the executive team to ensure alignment with company goals.
- Supplement efforts in Emergency Services, Estimating, Core Claims Project Management, and Large Loss Project Management as needed to ensure smooth operations and project completion.
- Ensure each project achieves a minimum gross profit margin as per company standards.
- Asist the Accounting Manager with job costing, invoicing, and mortgage company communications.
- Approve and submit invoicing and participate in collections and legal matters when needed.
FACILITIES & COMPLIANCE
- Ensure the proper maintenance of facilities and equipment.
- Assist in insurance facility maintenance and ensure compliance with Carrier Program SLAs.
- Assess and resolve maintenance-related issues with office spaces, MIT shops, vehicles, and equipment.
- Review MIT supplies and equipment on a weekly and monthly basis to ensure sufficient stock and operational readiness.
- Review and approve supply or equipment orders greater than $1,000 with the Accounting Manager prior to purchase.
Requirements
- Minimum of 5 years in the restoration or construction industry.
- Proven leader with strong team-building, motivation, and retention skills, capable of running daily branch operations while still carrying a full project load of their own.
- Self-directed and driven — you take ownership of outcomes, not just activities.
- Strong organizational, planning, and time management skills with the ability to prioritize across multiple projects at once.
- A clear, confident communicator — with clients, adjusters, your team, and the executive team.
- Resilient and resourceful, especially when launching or stabilizing a new office.
- Strong problem-solving skills, with a customer service mindset that includes negotiation and conflict resolution.
- Detail-oriented with a focus on accuracy and quality.
- Demonstrated ability to grow sales, with an understanding of budgeting, profit margins, and profit and loss statements.
- Experience with XactAnalysis, Xactimate, and Cotality Estimate (Symbility) is preferred, but training will be provided if needed.
- Level 1 certification in Xactimate or willingness to obtain certification. Knowledge of TPA procedures is a plus.
- WRT, ASD, Mold, or other IICRC certifications are advantageous.
- Bachelor's degree (BA/BS) or equivalent experience is a plus.
- Valid driver's license and eligibility to work in the United States.
- Ability to pass a background check and drug screening; no felony convictions.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
- Unlimited PTO