General Manager

Job Description

General Manager for Wilson Plumbing, Heating, Cooling & Electrical

About Wilson Plumbing:

Wilson Plumbing is one of the Midwest's premier residential home service companies, providing plumbing, HVAC, electrical, and drain services to thousands of homeowners each year. This branch generates approximately $25 million in annual revenue and have built our reputation on exceptional customer service, operational excellence, and developing great people.

We're entering our next stage of growth and are looking for a General Manager to lead the business.

This is not a branch manager role.

This is the operating executive responsible for running the company day-to-day while partnering directly with the Senior Executive Team to execute long-term strategic initiatives.

Position Summary:

The General Manager is the senior operating leader of Wilson Plumbing and has full responsibility for the company's financial performance, customer experience, employee development, and operational execution.

You will own the P&L, lead the local leadership team, establish accountability across every department, and build an organization capable of sustained profitable growth.

You will report directly to ownership and be empowered to make decisions, build leaders, improve systems, and scale the business.

Success will be measured by EBITDA growth, leadership development, customer satisfaction, and building an organization that consistently performs at a high level.

What You'll Own:

Financial Performance

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• Full P&L ownership
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• Annual budgeting and forecasting
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• EBITDA growth
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• Revenue growth
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• Gross margin improvement
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• Labor productivity
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• Cash flow management
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• Capital planning
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Operations

Lead every operating department including:

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• Plumbing
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• HVAC
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• Electrical
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• Drain
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• Dispatch
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• Customer Service
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• Warehouse
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• Fleet
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• Purchasing
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• Sales
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• Marketing partnership
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• Safety
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You are responsible for ensuring every department operates with clear scorecards, accountability, and continuous improvement.

Leadership

Directly manage the company's leadership team

Develop managers into business leaders

Create succession plans for every critical role

Recruit exceptional talent

Coach underperformers

Build an organization that does not rely on the owner for daily decision-making

Customer Experience

Own the customer experience from the first phone call through completed service.

Improve:

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• Online reputation
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• Customer satisfaction
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• Membership growth
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• Callback reduction
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• Quality assurance
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• Net Promoter Score
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Growth

Develop and execute annual growth plans.

Improve:

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• Average ticket
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• Technician productivity
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• Conversion rates
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• Membership sales
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• Capacity utilization
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• Recruiting pipeline
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• Market share
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Partner with ownership on acquisitions and integration opportunities as the business grows.

Success Metrics

Financial

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• Revenue
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• Gross Profit %
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• EBITDA $
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• EBITDA %
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• Budget Accuracy
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• Cash Flow
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Operations

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• Revenue per Technician
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• Revenue per Truck
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• Gross Margin
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• Average Ticket
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• Technician Productivity
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• Capacity Utilization
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• Callback Rate
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People

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• Employee Retention
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• Leadership Bench Strength
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• Internal Promotions
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• Technician Recruiting
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• Safety Performance
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Customer

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• Google Rating
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• Net Promoter Score
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• Membership Growth
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• Customer Retention
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• Complaint Resolution
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What Success Looks Like:

Within the first 12 months you will:

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• Build a leadership team that operates with accountability.
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• Improve technician productivity across all trades.
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• Increase profitability while maintaining exceptional customer experience.
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• Develop future leaders within the organization.
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• Implement a disciplined operating cadence with weekly scorecards, monthly business reviews, and quarterly strategic planning.
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• Position the company for continued expansion.
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Compensation:

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• Competitive executive base salary
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• Significant annual performance bonus
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• Long-term incentive opportunity
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• Company vehicle
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• Comprehensive benefits package 
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• 401(k)
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• Paid Time Off
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• Leadership development
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• Executive coaching
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Compensation is designed to reward long-term value creation, not simply annual performance.

Why Join Wilson Plumbing?

You'll have the opportunity to lead one of the region's most respected residential service companies with the autonomy to build, improve, and grow the business.

This role offers true executive ownership, meaningful influence, and the chance to help shape the future of a company positioned for significant long-term growth.