Operations Manager

Integricon Property Restoration and Construction Group Inc.; Ottawa; On-site; CAD 90,000 - 130,000; Full time

Job summary

Integricon Property Restoration and Construction Group Inc. seeks an Operations Manager to lead day-to-day project delivery and field operations safely, profitably and on time across restoration, construction and insurance-related work.

You will coach Project Managers, manage risk, coordinate resources and uphold quality standards with KPI-driven oversight. You will drive continuous improvement, maintain strong client and carrier communication, and ensure proper documentation, approvals and

Qualifications

• Experience managing construction, restoration, insurance repair, commercial repair, healthcare, institutional, emergency response, or related project operations.
• Leadership experience managing Project Managers, site personnel, coordinators, field staff, subcontractors, or operational teams.
• Strong understanding of project delivery, field execution, scheduling, trade coordination, documentation, safety, quality control, contract awareness, and project financials.

Responsibilities

• Oversee assigned projects end to end: assignment, contact, inspection, estimating, approvals, scheduling, production, completion, billing readiness and closeout.
• Review pending-sales and production ageing and manage milestones with recovery plans.
• Check production readiness daily with proper authorizations and documentation.
• Review daily operations snapshot, triage escalations, assign owners and due dates.
• Maintain CAT readiness and coordinate capacity, communication and recovery actions.
• Coach PMs and site personnel, set expectations and address performance gaps.
• Plan workload and resources, arrange coverage and ensure accountability.
• Ensure site teams understand scope, schedules, safety, quality and documentation.
• Require COS at each walkthrough and secure customer confirmation before acceptance.
• Hold weekly PM one-to-ones and manage progress against commitments.
• Monitor financials: budgets, gross profit, change orders and invoicing readiness.
• Coordinate across AR, estimating, scheduling and shared functions.

Skills

Leadership

Project delivery

Safety compliance

Construction operations

Tools

Xactimate

PM software

Job description

OPERATIONS MANAGER

Position summary

Lead day-to-day project delivery and field operations safely, profitably and on time through clear priorities, people leadership, resource planning and risk resolution. Apply consistent accountability and quality standards across assignment sources and construction, restoration, emergency, repair, commercial, healthcare, institutional, tenant improvement and insurance-related work, based on business needs. Applicable carrier, client, contract, site and company requirements govern delivery.

Project Managers (PMs) own their files: scope, contracts, schedules, budgets, documentation, communication, risk escalation, change orders, supplements, billing readiness and closeout. The Operations Manager owns team performance, coaches PMs, removes roadblocks and verifies follow-through. Project Controls provides reporting, dashboards, documentation reviews, compliance visibility, control checks and risk flags to support action.

Key responsibilities

Lead project delivery

• Oversee assigned projects end to end: assignment, contact, inspection, estimating, approvals, scheduling, production, completion, billing readiness and closeout. Monitor service-level agreements and KPIs across these stages, including estimate cycle time, uploads, project updates and start/completion dates.

• Review pending-sales and production ageing separately and move files to the next milestone. Maintain original and current target start/completion dates, reasons for revisions and recovery plans for stalled or at‑risk work; date changes must not conceal slippage.

• Check production readiness daily: approved scope and required work authorization before work proceeds. Distinguish unsigned authorizations from signed documents awaiting upload; record status, remediation owner and required approval. Apply the approved emergency exception process where applicable.

• Review the daily operations snapshot for workload, stalled files, overdue actions and approaching deadlines. Apply the estimate‑review and submission standards in the scorecard. Triage vendor/trade escalations the same day and communicate recovery actions to affected parties. Give each material exception an owner, next action, due date and recovery plan; verify completion. Support complex, delayed, high‑risk or sensitive projects, resolve roadblocks within delegated authority and promptly escalated unresolved delivery, client, financial, compliance, safety or resource risks to the Vice President of Operations with practical options.

Lead CAT response

• Maintain CAT readiness through current contacts, resource plans and backup coverage. When a CAT is declared, act as CAT Lead in the assigned operational area: activate the approved plan and confirm roles, priorities, resources and coverage. Coordinate communication, file movement, estimates, invoicing readiness and escalations. Raise capacity constraints and recovery priorities to the Vice President of Operations within existing authority and applicable service requirements.

Lead people and field execution

• Set expectations for PMs, site supervisors, lead hands, technicians, carpenters, labourers, emergency crews and other assigned personnel. Coach ownership, urgency, financial discipline, communication and problem‑solving through regular feedback, practical support and ride‑alongs with PMs and Site Project Coordinators (Site PCs). Observe field practices, client communication and documentation; record hands‑on coaching feedback, action owners and follow‑up dates, and verify completion. Address performance gaps directly and fairly, agree corrective actions, support and follow‑up dates and use recurring gaps to guide training within company people‑management and approval processes.

• Plan workload, labour and trade resources with accountable managers against priorities, skills, availability and deadlines; flag capacity conflicts before commitments are missed. Arrange absence/vacation coverage with a named backup, file handover and communication plan. Secure approved reassignment when a PM leaves or is unavailable so every active file retains an accountable owner.

• Ensure site teams understand approved scope, schedules, priorities, safety, documentation and quality standards. Monitor productivity, workmanship, professionalism and conduct; resolve labour, trade coordination, deficiency and compliance issues with PMs and site leadership. Assign corrective actions, verify completion and escale where required.

• Require the Certificate of Satisfaction (COS) at each walkthrough. Record issues preventing acceptance, assign follow‑up and obtain the signed COS when resolved; never record acceptance without customer confirmation.

• Hold weekly PM one‑to‑ones on work in progress, receivables, aged/stalled files, risks and support needed. Record decisions and verify completion at the next review.

Lead communication and documentation

• Require daily PM updates to active files covering factual status, changes, next steps and commitments. Communicate proactively with clients, carriers and internal teams at agreed milestones and when delays, risks or decisions affect work, using appropriate channels and service requirements. Each handoff needs an understood owner, next action and due date/checkpoint. Follow through and escalated missed updates or unresolved issues. Apply the scorecard's routine XactAnalysis response target and emergency/on‑call process for urgent matters.

• Keep current decisions, approvals and evidence in the correct company system, linked to the right file and accessible to authorized staff. Verify complete inspection records, dated photos, deficiencies, corrective actions, authorizations and COS; distinguish facts from unverified items. PMs must record every project/file exception in XactAnalysis with the reason, impact, owner, approval status, next action and checkpoint. Notes do not grant approval or extend deadlines. Agree the record route for non‑XactAnalysis files with the accountable manager; keep confidential personnel matters in approved HR channels.

Manage financial performance and operational support

• Review work in progress, gross profit, budgets, committed costs, labour productivity, change orders, supplements, rework and deficiencies. Require credible recovery actions where forecasts or delivery are at risk. Have PMs clean up stale, incomplete or inconsistent status and financial records with Project Controls support.

• Move completed work promptly to billing readiness. PMs resolve missing approvals, incomplete closeout records, unsigned/unuploaded authorizations and other invoice blockers through the required approval process. The Project Controls Coordinator (PCC) completes required invoice checks, flags financial exceptions and issues purchase orders and invoices after required checks and approvals, including exception approvals. PMs explain causes and recovery plans; the Operations Manager resolves operational blockers within delegated limits and escalates beyond them to the Vice President of Operations. Accounts Receivable (AR) owns collections.

• Monitor private/customer‑pay balances against collection before project end. AR leads with PM/PCC support; verify the collection plan, remove operational blockers and escalated balances at risk.

• Review monthly results and forecasts with the Vice President of Operations: delivery KPIs, revenue/margin outlook, billing delays, receivables, Net Promoter Score and Google Reviews. Identify causes, corrective actions and required support or decisions.

• Coordinate AR, Finance, estimating, scheduling and other shared‑function handoffs through their designated owners. Resolve gaps and conflicting priorities without assuming authority outside the assigned team. Stay within approved staffing, reassignment, spending, contract and client‑commitment authority; escalated decisions beyond it to the appropriate decision‑maker.

• Learn and use approved tools, dashboards and workflows; coach adoption and verify consistent use, timely entries and reliable data. Identify repetitive work, reporting gaps and automation opportunities; test and adopt approved improvements with system owners to reduce duplication and strengthen delivery.

Support safety quality and compliance

• Verify pre‑ and post‑emergency site inspections without delaying urgent protective action, plus weekly construction inspections with Site PCs. Require dated findings, deficiencies, assigned corrective actions and verified follow‑through. Record safety/access exceptions and follow‑up plans.

• Ensure applicable client/site requirements, facility rules, infection prevention and control protocols, CSA Z317.13 and company standards are followed in each work environment.

Direct reports

Direct reports may include Project Managers, Site Supervisors, the General Site Supervisor, labourers, emergency response personnel, coordinators or operational support roles, where assigned through the approved organization structure.

Required qualifications

• Experience managing construction, restoration, insurance repair, commercial repair, healthcare, institutional, emergency response, or related project operations.

• Leadership experience managing Project Managers, site personnel, coordinators, field staff, subcontractors, or operational teams.

• Strong understanding of project delivery, field execution, scheduling, trade coordination, documentation, safety, quality control, contract awareness, and project financials.

• Ability to read and interpret scopes, estimates, contracts, purchase orders, drawings, specifications, photos, site notes, and project documents.

• Strong communication, coaching, accountability, and conflict‑resolution skills.

• Ability to manage multiple priorities, competing demands, and time‑sensitive issues.

• Valid driver's license and ability to travel to job sites, offices, client locations, and facilities as required.

• Ability to learn and adopt operational technology, maintain reliable data and coach others in consistent use.

Preferred qualifications

• Experience overseeing both Project Managers and field/site teams.

• Experience with Xactimate, restoration management systems, estimating platforms, project management software, or reporting dashboards.

• Knowledge of insurance restoration, emergency mitigation, commercial construction, healthcare environments, occupied facilities, carrier guidelines, SLA requirements, IPAC protocols, CSA Z317.13, and project closeout.

• Health and safety training, IICRC certifications, or construction‑related certifications are considered an asset.

Reporting and work environment

Reports to the Vice President of Operations. Regular travel is required to project sites, client facilities, offices and active construction, restoration, emergency, commercial, healthcare, institutional and occupied environments.