Branch Lead - Dallas Office

Branch Lead for Merit Restorations
Welcome to Merit Restorations. Our team of experts specializes in mitigating and rebuilding residential and commercial properties damaged by fire, water, storms, and other disasters. We work with leading insurance carriers, handling everything from cleanup to complete rebuilds, with a focus on safety, integrity, and advocacy. As passionate entrepreneurs, we pride ourselves on taking complete ownership of our jobs and responsibilities.
At Merit Restorations, our commitment to you is as unwavering as your commitment to the company. We stand united in the pursuit of excellence, fostering an environment where growth is not just a possibility but a way of life. In this dynamic landscape of the restoration industry, our company’s needs and expectations are constantly changing. To thrive and take on leadership responsibilities at Merit, you must be willing and able to grow with us.
As a Branch Lead for Merit Restorations, your primary role will be managing the daily operations of the office, including oversight of both office and field personnel. In this capacity, you will maintain your current role as a Project Manager, ensuring the successful execution of projects and consistently meeting client and company expectations. You will be expected to take full ownership of the branch's success, demonstrating flexibility by stepping into various roles as needed, such as serving as an Estimator or Project Manager on large losses. Your responsibilities will also include administrative support and strategic decision-making to ensure the branch operates efficiently, meets financial targets, and upholds Merit Restorations' standards for quality and customer service. Your leadership will be crucial in fostering a high-performance team, managing claims distribution, and building strong client and business relationships to drive the branch’s overall health and success.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
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.
Develop, maintain, and enhance training protocols for all required positions, including Emergency Services, Core Claims Project Management, and Large Loss Estimation.
Stay current with industry standards by maintaining relevant IICRC certifications and completing at least one continued IICRC education class per year.
Advise the executive team on new software, programs, and systems that can enhance productivity, ensuring subscriptions like Xactimate, Symbility, and Next Gear are current to avoid disruptions.
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 contractors, ensuring all projects meet Merit’s standards.
Manage deadlines, progress, and quality across multiple projects simultaneously.
Use Xactimate 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 Laborers.
Support team members in handling daily customer service concerns and complaints, providing guidance and constructive 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/Approve PTO & 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.
Assist 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 leadership and management experience with the ability to build, motivate, and maintain high-performing teams.
Strong organizational, planning, and time management skills with the ability to prioritize various tasks and projects.
Excellent customer service skills, including negotiation and conflict resolution.
Strong problem-solving skills and resourcefulness.
Detail-oriented with a focus on accuracy and quality.
Demonstrated ability to grow sales.
Understanding of budgeting, profit margins, and profit and loss statements.
Experience with XactAnalysis, Xactimate, and Symbility is preferred, but training will be provided if needed.
Strong computer skills and proficiency in related software.
Experience in scoping and writing estimates is a plus.
Level 1 certification in Xactimate or willingness to obtain certification.
Knowledge of TPA procedures is a plus.
WRT, ASD, Mold certifications, or 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.
 
THE IDEAL CANIDATE PROFILE & PERSONALITY TRAITS
The ideal candidate for this position is a proactive, self-motivated leader with an entrepreneurial mindset who can take on multiple roles. The ideal candidate will possess a strong work ethic, high integrity, and the ability to manage complex projects with minimal oversight. Key qualities include:
 
Experience: Strong background in insurance restoration, including estimating, managing teams, and handling claims.
Leadership: Proven experience in leading and motivating teams to deliver on complex projects.
Communication: Excellent written and verbal communication skills, with the ability to influence and build relationships.
Problem-Solving: Resilient problem-solver who can navigate the challenges of launching and running a new office.
Customer Focus: High-level customer service mindset with the ability to go the extra mile for clients.
Optimistic and Encouraging: Ability to foster a positive team environment.
Entrepreneurial Spirit: Treats the branch as their own business with a focus on growth and sustainability.
Team-Oriented: Collaborative yet able to work independently when needed.
Resilient: Capable of remaining calm under pressure and stress.
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Vision insurance
Unlimited PTO