What are the responsibilities and job description for the General Manager position at Sila Services?
The General Manager of a Sila Maryland brand is the senior leader of their location — a true owner-operator who commands the full business with clarity, urgency, and accountability. You are responsible for every dimension of performance: your people, your customers, your P&L, and your culture.
This role sits within Sila's growing Mid-Atlantic platform and reports to the AVP, Delaware, Maryland & Virginia (DMV). You operate with meaningful autonomy and are expected to use it well — making sharp daily decisions, developing your leadership team, and driving sustainable growth in your local market. Sila's shared services (HR, Finance, Marketing, Operations) exist to support you, not replace your judgment.
The best Sila GMs are students of their business. They know their numbers cold, they're present in the field, and they build teams that don't need to be micromanaged — because expectations are clear, coaching is consistent, and accountability is real. If that's how you lead, this is the role for you.
P&L & Financial Performance
Full ownership of location revenue, gross profit, EBITDA, and operating cost management.
Develop and manage an annual budget; monitor financial performance weekly and take proactive corrective action on variances.
Understand and optimize the core financial levers of the business: direct labor efficiency, gross profit, selling expenses, break-even point, and material cost management.
Lead monthly financial reviews with your AVP and Regional Controller; come prepared, know your story, own your gaps.
Operations & Funnel Execution
Lead the complete customer funnel — demand generation, call booking, dispatch, sales conversion, and install execution — with daily visibility into where the funnel is breaking and why.
Enforce a disciplined, data-driven operating cadence: daily huddles, weekly KPI scorecard reviews, and monthly performance deep-dives using Sila Vision Boards.
Identify and eliminate operational friction — between the office, the field, and the customer — before it impacts the month's results.
Ensure full compliance with Sila Standard operating procedures, tools, and systems across all departments.
People & Culture
Recruit, hire, develop, and retain a high-performing team across service, install, sales, and office functions.
Hold direct reports strictly accountable to their KPIs through structured 1:1s, performance conversations, and clear expectations — not just annual reviews.
Build a location culture where team members feel empowered, coached, and invested in — and where top performers want to stay and grow.
Partner actively with your HRBP on talent planning, performance management, and workforce decisions; don't manage people issues in isolation.
Model the Sila values — People First, Integrity Always, Results-Driven, Customer Excellence — in how you lead every single day.
Customer Experience
Take ultimate ownership of the local customer experience — from first call to job completion to follow-up review.
Monitor Google review scores and volume, callback rates, and customer complaint trends as leading indicators of service quality.
Act as the final point of escalation for complex customer issues; resolve them fast, learn from them, and prevent recurrence.
Protect and strengthen the local brand's reputation in the Maryland market as a premium, trusted home services provider.
Strategy & Market Growth
Maintain deep competitive intelligence on the Maryland market — understand who's gaining share, why, and what Sila needs to do to win.
Identify organic growth opportunities: membership expansion, maintenance agreements, adjacency services, and local marketing initiatives.
Contribute to Sila's Mid-Atlantic platform strategy by flagging tuck-in acquisition opportunities, sharing market insights, and collaborating with peer GMs across the region.
Think beyond your location — understand how your brand fits within the broader Sila platform and actively support regional alignment and standardization efforts.
Demonstrated experience leading a home services, trades, or field-operations business with full P&L responsibility — HVAC, plumbing, electrical, or similar preferred.
Strong financial acumen: comfortable with income statements, budget variance analysis, and using data to drive daily operational decisions.
Proven track record of developing frontline and management-level talent — people leave your teams better than they arrived.
High presence and accountability orientation: you lead from the field, not from a spreadsheet, and your team knows it.
Clear, direct communicator who gives real-time feedback, sets unambiguous expectations, and holds the line without drama.
Experience within a multi-brand, PE-backed, or high-growth platform environment is a plus — comfort with change and a bias for standardization where it makes sense.
Undergraduate degree preferred but not required; results and track record matter more.
You're not running an island. Sila's shared services model means you have real support behind you — an HRBP, Regional Controller, Regional Marketing team, and peer GMs who are all invested in your success and the success of the platform. The expectation is that you use those resources proactively, not reactively.
You'll participate in a structured regional operating rhythm — weekly 1:1s with your AVP, Sales & Marketing alignment meetings, monthly financial reviews, and quarterly business reviews. These aren't administrative checkboxes; they are the mechanism by which great GMs stay ahead of problems and accelerate performance.
Sila is growing fast in the Mid-Atlantic, and Maryland is a priority market. The GM who succeeds here will have the opportunity to grow with the platform — into multi-site leadership, regional roles, or other strategic opportunities as the business scales.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.