General Manager

General Manager - Multi-Location Operations & Service Delivery

The General Manager is responsible for overseeing daily operations across multiple service-based business locations of commercial operations. This role is accountable for operational performance, customer satisfaction, financial results, staffing effectiveness, and overall business execution.

The General Manager will lead frontline teams, optimize workflows, maintain high operational standards, and ensure all locations consistently deliver exceptional customer experience. This position requires a hands-on operational leader who can manage people, drive profitability, improve efficiency, and maintain accountability across all aspects of the business.

Key Responsibilities

Operational Leadership

• Oversee daily operations across multiple locations and commercial service functions
• Ensure facilities are clean, safe, and fully operational
• Execute operational procedures, service standards, and business policies
• Maintain appropriate staffing during all operating hours
• Monitor equipment, facility conditions, and operational readiness
• Resolve operational issues quickly and effectively to maintain uninterrupted service

Team Leadership & Workforce Management

• Lead, coach, and develop supervisors and operational staff
• Create staffing schedules that align with business demand and productivity expectations
• Maintain accountability for attendance, performance, customer service, and operational standards
• Hiring, training, and retention initiatives
• Foster a positive, accountable, and performance-driven team culture
• Fill operational staffing gaps as necessary to ensure business continuity

Customer Experience

• Drive a high-quality customer experience across all locations
• Ensure customer inquiries, phone calls, and service requests are handled promptly and professionally
• Monitor customer feedback, online reputation, and service quality metrics
• Implement initiatives that improve customer retention, satisfaction, and brand reputation

Financial & Performance Management

• Manage operational expenses and labor efficiency to achieve profitability goals
• Monitor business performance metrics and identify opportunities for operational improvement
• Drive revenue growth through service quality, customer retention, and commercial business development
• Ensure operational productivity targets are consistently achieved
• Prepare and present monthly business reviews to ownership or executive leadership

Process Improvement

• Identify opportunities to improve operational workflows, staffing models, and service efficiency
• Implement scalable operational processes and performance standards
• Use KPI reporting and operational data to guide decision-making and continuous improvement efforts

Key Performance Indicators (KPIs) - Success in this role is measured by performance across the following areas:

• Overall business profitability and margin performance
• Labor efficiency and workforce productivity
• Customer satisfaction, service quality and online reputation metrics
• Operational performance and facility readiness
• Revenue growth and customer retention
• Employee engagement and team feedback
• Responsiveness to customer communications and issue resolution

Qualifications

• 5 years of operations in general management with multi-site leadership experience
• Strong understanding of labor management, operational efficiency, and financial performance
• Proven ability to lead teams in a fast-paced service environment
• Experience managing KPIs, budgets, scheduling, and operational reporting
• Strong leadership, communication, and problem-solving skills
• Ability to balance strategic oversight with hands-on operational execution
• Customer-focused mindset with a commitment to operational excellence

Compensation

• Base salary
• Performance-based bonus opportunity tied to operational and financial KPIs
• Healthcare or benefits allowance
• Growth and advancement opportunities within the organization