General Manager

About the Company 1-Tom-Plumber and Tidewater Restoration are professional, service-focused companies specializing in plumbing, drains, water damage mitigation, mold remediation, and construction services. We serve both commercial and residential customers across Florida, with a reputation built on reliability, excellence, and customer satisfaction.

About the Role The General Manager is responsible for the day-to-day operational performance of both 1-Tom-Plumber and Tidewater Restoration. This role owns profitable execution, production team accountability, throughput, customer experience, operational discipline, and growth across all divisions. The GM reports to Ownership Group / Operations Leadership and is ultimately responsible for operational execution across the company.

Direct Reports Restoration Team Leader, Reconstruction Team Leader, Lead Technician/Plumbing Team Leader, Project Managers, Field Supervisors

Key Responsibilities

Operational Leadership & Accountability

• Lead day-to-day operations across plumbing, restoration, reconstruction, dispatch, and administrative coordination
• Hold department leaders accountable to KPIs, standards, and expectations
• Maintain operational alignment between field and office teams
• Resolve escalated operational issues quickly

Revenue & Profitability Management

• Own overall company operational performance, including revenue, gross margin, average ticket, technician productivity, and close rates
• Identify and address operational margin leakage
• Partner with Finance Leadership on profitability reporting

Team Leadership & Development

• Develop leaders within each division and conduct regular leadership meetings and accountability reviews
• Coach Team Leaders, Project Managers, Dispatch, and Administrative staff
• Build a culture of urgency, accountability, professionalism, and teamwork

Customer Experience

• Ensure high-quality customer communication standards and resolve escalated customer concerns
• Maintain and reinforce review capture systems across all divisions

Systems & Process Enforcement

• Ensure SOPs are consistently followed and partner with Operations Leadership on process improvement
• Maintain operational discipline within ServiceTitan, Albi, Clean Claims, and Paycom

Scheduling & Throughput Oversight

• Oversee scheduling across all divisions to ensure technician utilization, job velocity, and booking efficiency

Fleet, Equipment & Operational Readiness

• Ensure trucks, equipment, and warehouses remain organized, maintained, and operationally ready

Reporting & KPI Accountability

• Review and report on revenue by division, gross margin, technician productivity, job cycle time, days to invoice, AR aging, callback rates, and scheduling efficiency

Qualifications

• 7 years of leadership experience in plumbing, restoration, construction, or home service industries
• Proven experience managing operations with full P&L responsibility and financial accountability
• Demonstrated success leading multiple departments, including Production, Sales, Customer Service, and Administration
• Strong financial management skills, including budgeting, forecasting, KPI tracking, and performance reporting
• Exceptional leadership, coaching, team development, and conflict resolution abilities
• Experience with field service management platforms such as ServiceTitan, Albi, or similar preferred
• High level of professionalism, integrity, accountability, and customer-focused decision-making
• Self-motivated, results-driven leader with a track record of improving operational performance and driving revenue growth

Compensation & Benefits

• Base salary: $95,000–$170,000 depending on experience (target starting base ~$125,000)
• Quarterly performance bonus — annual target $30,000, with stretch opportunity up to $40,000–$45,000
• Total compensation potential up to $165,000–$170,000 for top performers
• Annual merit increases (3%–7%) based on performance and market benchmarking