General Manager

Job Description

Job Description

Job Overview: The General Manager (GM) is responsible for overseeing the day-to-day operations of the Collision Center, ensuring an exceptional customer experience while maintaining high operational standards. The GM leads the team in compliance with established policies and procedures, focusing on achieving key performance indicators (KPIs), sales targets, and insurance metrics. The GM plays a critical role in coaching and empowering team members, fostering a high level of professionalism and alignment across all departments. The General Manager is committed to driving success through leadership, customer service excellence, and operational efficiency.

Key Job Responsibilities:

• Ensure consistent execution of Standard Operating Procedures (SOPs), upholding high standards for customer satisfaction and operational excellence.
• Prepare and manage the annual and monthly operating budget for the Collision Center, forecasting and tracking monthly sales, profit, and expense objectives.
• Deliver formal annual performance reviews and conduct informal monthly performance reviews for staff to ensure continuous improvement and accountability.
• Monitor and maintain Accounts Payable (A/P) and Accounts Receivable (A/R) for the Collision Center, ensuring accurate and timely financial management.
• Maintain a clean, organized, and safe repair facility at all times, ensuring compliance with safety standards.
• Oversee and monitor maintenance requirements for all shop equipment, including the paint booth and other essential tools.
• Provide training and development for all staff members to enhance their skills and contribute to overall team success.
• Ensure all staff adhere to safety protocols and dress code guidelines.
• Open and close the facility daily in accordance with established procedures.
• Conduct or coordinate daily production meetings/walks to ensure throughput, delivery dates, and proper resource allocation.
• Manage all estimates to ensure labor mix is within established standards and that the store capacity is efficiently managed.
• Lead, mentor, and manage all repair facility personnel, ensuring a cohesive and high-performing team.
• Facilitate monthly Health & Safety meetings and regular staff meetings to promote team collaboration and ensure compliance with safety regulations.
• Attend monthly manager meetings and participate in training, workshops, and information sessions as recommended by the Senior Leadership Team.
• Regularly review the location’s Customer Satisfaction Index (CSI) performance and follow up with customers within 24 hours to resolve any concerns.

Required Skills, Abilities, and Physical Requirements:

• Strong attention to detail with a high degree of accuracy in managing daily operations.
• Ability to consistently deliver a successful customer experience, ensuring customer satisfaction and loyalty.
• Excellent verbal and written communication skills, with the ability to explain complex technical information in an accessible way.
• Ability to motivate and inspire others through effective coaching, leadership, and management skills.
• Proficient in MS Office and shop management software (such as CCC One), with the ability to manage operational workflows efficiently.
• Knowledge of office management procedures and basic accounting principles, including budget management and financial tracking.
• Excellent organizational skills with the ability to manage multiple tasks concurrently and prioritize responsibilities effectively.
• Strong problem-solving abilities and the capacity to make decisions quickly and effectively.
• Ability to lead by example and maintain professionalism in all interactions with customers, staff, and vendors.
• Physical ability to stand, walk, and move throughout the facility as required to manage operations.

Education and Experience:

• High school diploma required; BS/BA in business, management, or a relevant field is a plus.
• Proven experience as an Auto Body Shop Manager, General Manager, or in a similar leadership role.
• Deep understanding of vehicle repair processes, from mechanical to aesthetic repairs.
• Strong customer service orientation with a demonstrated track record of delivering exceptional service.
• Ability to manage financials, including budgets, forecasting, and expenses, to meet profitability goals.
• Familiarity with industry standards, safety protocols, and regulatory requirements related to vehicle repairs and shop operations.

Additional Information: This job description is not intended to be an exhaustive list of all responsibilities, duties, or skills required for this position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the role.

National Multi Shop Organization who partners with local shops with a great name and are part of the community. We have a dynamic leadership team with a proven track record of working with collision repair teams to maximize production, customer satisfaction, and earnings while providing an environment where growth and development is available everyday.

If you are looking to be part of a team that thrives on delivering top notch results while making sure coming to work is enjoyable, you should definitely check us out. Our goal is to have each employee content enough with their position, their families want them to continue to work with us.

Company Description

National Multi Shop Organization who partners with local shops with a great name and are part of the community. We have a dynamic leadership team with a proven track record of working with collision repair teams to maximize production, customer satisfaction, and earnings while providing an environment where growth and development is available everyday. \r\n\r\nIf you are looking to be part of a team that thrives on delivering top notch results while making sure coming to work is enjoyable, you should definitely check us out. Our goal is to have each employee content enough with their position, their families want them to continue to work with us.