General Manager

Role Summary:

The General Manager will oversee the daily operations of the company's branch location, ensuring that all services are provided efficiently, professionally, and with the highest level of customer satisfaction. This role will involve managing a team of foreman, crews, technicians. This position is responsible for the quality, profit and loss, and overall production of the location. The General Manager has experience in managing service-oriented teams and a strong understanding of the home service industry.

Responsibilities:

• Foster a customer-first culture across all levels of the team, ensuring that every employee understands and delivers on the commitment to a Five-Star Experience for customers.
• Monitor and adjust operational practices to ensure that the business meets or exceeds budgetary and financial target. The General Manager is responsible for optimizing operational costs while maintaining a high standard of service.
• Build and maintain a high-performance team by implementing recruitment strategies, providing ongoing training, and developing leadership pipelines for future growth.
• Create a work environment that promotes employee engagement, motivation, and satisfaction.
• Establish clear KPIs (Key Performance Indicators) for operational performance and ensure these are communicated effectively to the team.
• Utilize data and analytics to guide day-to-day decisions and align with company goals.
• Ensure that all installations, repairs, and in-home services are in full compliance with safety regulations and standards, conducting regular safety meetings and promoting a culture of safety at every level of the business.
• Take ownership of any escalated customer concerns and proactively seek opportunities to improve the customer experience.
• Implement strategies to enhance customer satisfaction, including response time, communication, and installation quality.
• Optimize the schedules of the production and administrative staff to ensure that customer demands are met efficiently while maintaining high service standards.
• Develop strong working relationships with cross-functional teams, such as Finance, HR, and Compliance, to ensure the smooth operation of day-to-day activities. Support ongoing projects and corporate initiatives with a focus on growth and efficiency.
• Oversee the management of all office-related activities, including building maintenance, inventory management, and coordination of office services.

Skills and Experience:

• A proven track record of leading high-performing teams in a fast-paced, customer-centric environment.
• Ability to create a culture that values hard work, customer satisfaction, and operational excellence.
• Strong understanding of business financials, including P&L (Profit & Loss) management, budget planning, and cost control strategies.
• Experience in driving performance through data analysis and strategic planning.
• Ability to manage daily operations while being hands-on with problem-solving, coaching, and troubleshooting issues both on the jobsite and in the office.
• Must be adaptable and resilient in a dynamic work environment.
• Excellent verbal and written communication skills, with the ability to engage, motivate, and influence staff, while maintaining transparency and fostering open lines of communication with customers.
• Strong working knowledge of OSHA (Occupational Safety and Health Administration) regulations and safety procedures relevant to the home improvement and construction industry.
• A flexible and adaptive leadership style that can manage changing priorities and multiple tasks simultaneously, while remaining calm under pressure.
• Must be able to prioritize and delegate tasks effectively.
• Familiarity with scheduling software, CRM (Customer Relationship Management) systems, financial software, and general office tools (Microsoft Office Suite, Google Workspace).
• Experience using management tools to monitor KPIs and report on business performance is a plus.
• A valid driver’s license with a clean record and the ability to obtain a DOT (Department of Transportation) medical card to drive company vehicles as needed.