What are the responsibilities and job description for the General Manager position at Confidential?
Role Summary
The General Manager oversees full business across service operations, fire suppression, electronic security, intercommunication, and enterprise sales. As the senior regional leader, this role is directly accountable for P&L performance, client relationships, market growth, and team results across all business lines. This role leads the enterprise sales function while serving as Norel’s primary representative to key clients, strategic partners, and local stakeholders.
Key Responsibilities
Business Performance & P&L Ownership
1. Own P&L, including top-line revenue, gross margin, overhead, and EBITDA contribution.
2. Set annual operating plans and revenue targets across service, suppression, security, and installation lines.
3. Identify business expansion opportunities, including new verticals, geographies, and service capabilities.
4. Report business performance to executive leadership with clear visibility into leading and lagging indicators.
Enterprise Sales Leadership
1. Lead or directly support pursuit of large enterprise accounts, general contractors, and property management firms.
2. Own key client relationships at the executive level, ensuring retention, satisfaction, and account growth.
3. Align enterprise sales activity with service capacity so new accounts can be onboarded and retained without service degradation.
4. Partner with the Director of Service & Systems Operations to ensure seamless construction-to-service handovers.
Operational Oversight
1. Provide strategic direction and performance accountability to the Director of Service & Systems Operations.
2. Remove operational barriers and resource constraints that limit the service, testing, and installation teams.
3. Establish and hold the standard for safety, compliance, and customer experience across all field operations.
4. Oversee hiring decisions and organizational structure changes at the management level.
Culture & Team Development
1. Build a high-performance regional culture with clear expectations, accountability, and growth paths.
2. Develop internal leadership by identifying and investing in next-level managers and high-potential technicians.
3. Represent the organizations values externally in client interactions, industry associations, and recruiting.
Cross-Brand Collaboration & Platform Growth
1. Collaborate actively with peer leadership to grow the combined platform by sharing best practices, resources, and market intelligence across both brands.
2. Identify and pursue operational and commercial synergies between colleagues, including vendor relationships, service capabilities, talent pipelines, and geographic coverage.
3. Represent the organization as a contributing partner in the broader platform strategy, thinking beyond the P&L to the enterprise opportunity.
KPIs
1. Volume and regional revenue growth (year-over-year top-line)
2. Gross margin percentage across service, suppression, and installation lines
3. Enterprise account retention and expansion
4. EBITDA contribution
5. Employee retention and bench strength
Requirements
Experience
1. 10 years in fire-life safety, fire suppression, or low-voltage security; candidates with a deep fire-life safety background are strongly preferred, and construction or contracting experience is a meaningful differentiator.
2. 5 years in a senior general management, regional VP, or equivalent P&L leadership role.
3. Demonstrated success growing a multi-line service business organically and through key account development.
4. Track record of building and leading high-performing operational and sales teams.
Education
1. Bachelor’s degree required, or 10 years of directly relevant industry experience in a leadership capacity.
Technical & Industry Knowledge
1. Working fluency across fire alarm, fire suppression, electronic security, and intercommunication systems, with the ability to lead credibly with technicians, clients, and AHJs.
2. Familiarity with NFPA 72, NFPA 25, NFPA 101, and the New England regulatory environment.
3. Active experience working with unionized labor, including comfort navigating union contracts, grievance procedures, and labor relations; prior experience in a union-dense construction or service environment is a strong plus.
4. Comfort with field service management platforms and business reporting tools.
Leadership Profile
1. Operator-first mindset, equally comfortable reviewing a P&L and walking a job site.
2. Strong external presence with the ability to build trust with enterprise clients, general contractors, and property owners.
3. Direct communicator with the judgment to escalate the right issues and empower the team on the rest.
This is a leadership opportunity for someone who wants to do more than manage a branch. The General Manager will help shape the growth, culture, and future of the organization!
Pay: $175,000.00 - $200,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have direct experience with sales, service and installation of fire and security systems?
Experience:
- sales, service, install of fire & security systems: 10 years (Required)
Work Location: In person
Salary : $175,000 - $200,000