Multi-Unit General Manager

Multi-Unit General Manager

Billings, Montana Retail

High Country Ace is a group of three independently owned Ace Hardware retail stores located in Billings, Montana; Laurel, Montana; and Buffalo, Wyoming. We are committed to delivering exceptional service and treating every customer like a neighbor, because building lasting relationships matters just as much as building lasting projects.

We believe in honest guidance over sales pressure — including referring customers to competitors when it's the right thing to do — and we're building a team of people who have a genuine heart for service.

This isn't a startup operation where you'll be building from scratch. High Country Ace has invested in building the infrastructure to support a General Manager's success:

• A dedicated HR Coordinator is already in place, handling recruiting, onboarding, benefits, and employee relations across all three stores.
• A Comptroller manages all financial operations, A/R, A/P, and payroll — so you can focus on stores, not back-office administration.
• Epicor Eagle POS and Compass reporting systems are in place across all locations with established reporting cadences.

You will be stepping into a role with real support, real tools, and an owner who is serious about building a professional, scalable operation.

The General Manager — Director of Store Operations serves as the head of day-to-day operations across all three High Country Ace locations. This role is the critical bridge between ownership and in-store execution.

You will report directly to the owner and will be a peer to the Comptroller. The three Store Managers report directly to you. The HR Coordinator and office staff report through the Comptroller, but you will work closely and collaboratively with HR on all people-related matters including hiring, performance management, and training. You will have the authority and accountability to drive results across the organization. This is a hands-on leadership role — not a desk job. You'll spend significant time in the stores, coaching managers, solving problems, and making sure we're living up to the standard our customers and communities expect.

Core Responsibilities

Multi-Store Operations & Execution

• Oversee daily operations of all three store locations, ensuring consistency in merchandising standards, store appearance, customer service, and operational procedures
• Conduct regular store walks at each location to evaluate conditions, identify issues, and ensure follow-through on action items
• Develop and enforce standard operating procedures across all locations while allowing for appropriate local adaptation
• Manage cross-store coordination including inventory transfers, staffing support, and shared resources
• Ensure all stores maintain compliance with Ace Hardware corporate standards, safety regulations, and company policies

People Leadership & Development

• Directly supervise, coach, and develop three Store Managers — set expectations, conduct regular one-on-ones, and hold them accountable for results
• Build a culture of service, accountability, and continuous improvement across all locations
• Partner with the HR Coordinator on hiring, onboarding, and training efforts to ensure each location is staffed with capable, service-oriented associates
• Address performance issues promptly and constructively; partner with HR on disciplinary matters, PIPs, and terminations when necessary
• Champion employee development by identifying high-potential team members and creating growth opportunities
• Facilitate regular manager meetings to share best practices, review performance, and align on priorities

Financial Performance & Reporting

• Own the P&L performance for all three stores; monitor sales, margins, labor costs, and expenses against budget
• Analyze sales trends, gross profit, and key performance indicators using Epicor Eagle and Compass reporting tools
• Manage labor scheduling to maintain an appropriate sales-to-payroll ratio at each location, using the company's data-driven staffing models
• Review and optimize inventory levels, reorder points, and purchasing decisions to minimize dead stock and stockouts
• Prepare regular operational reports and performance summaries for ownership
• Identify opportunities to reduce costs and improve profitability without sacrificing customer experience

Customer Experience & Community

Set the standard for customer service across all locations — lead by example on the sales floor

Monitor customer feedback, reviews, and complaints; ensure issues are resolved quickly and used as learning opportunities

Represent High Country Ace in the local community; support store-level events, sponsorships, and outreach efforts

Ensure every store delivers on our promise: honest guidance, genuine relationships, and neighborly service

Vendor & Inventory Management

Oversee purchasing strategy and vendor relationships across all three locations

Work with Store Managers to optimize product mix, seasonal sets, and planogram execution

Coordinate with Ace Hardware corporate on promotional programs, buying opportunities, and co-op initiatives

Leverage centralized inventory tools to ensure each store maintains appropriate stock levels through effective use of reorder points, suggested orders, and inter-store transfer

Systems & Technology

Leverage the Epicor Eagle POS system and Compass reporting tools to make data-driven decisions

Ensure Store Managers and associates are properly trained on all technology systems

Partner with ownership on technology initiatives and process improvements

Utilize Paycom for workforce management, scheduling oversight, and labor cost monitoring

Required Qualifications

• 5+ years of retail management experience, with at least 2 years overseeing multiple locations
• Experience in the hardware, home improvement, lumber/building supply, or farm & ranch retail industry
• Proven track record of managing and developing store-level managers
• Strong financial acumen — comfortable reading P&L statements, analyzing margins, and managing a budget
• Experience with inventory management, purchasing, and loss prevention in a retail environment
• Demonstrated ability to build and maintain a high-performance, service-oriented culture
• Excellent communication skills — able to coach, give direct feedback, and represent the company professionally
• Willingness to travel regularly between all three store locations (Billings, Laurel, and Buffalo)
• Valid driver's license and reliable transportation

Preferred Qualifications

• Familiarity with Ace Hardware operations, programs, and co-op structure
• Experience with Epicor Eagle POS systems or similar retail management software
• Background in independent retail (vs. big-box chain management) understanding of the unique challenges and advantages
• Experience operating in rural or small-market retail environments
• Proficiency with data analysis and reporting tools; comfort using technology to drive decisions

What Success Looks Like

First 90 Days

• Complete a thorough assessment of each store's operations, staffing, inventory, and financial performance
• Build strong working relationships with all three Store Managers, the Comptroller, the HR Coordinator, and their teams
• Identify the top 3–5 operational priorities and present a plan to ownership
• Establish a regular cadence of store visits, manager meetings, and reporting

First Year

• All three stores consistently meeting or exceeding sales and margin targets
• Store Managers are growing in their roles and operating with clear accountability
• Operational standards are consistent across all locations without micromanagement
• Inventory turns are improving and dead stock is decreasing
• Customer satisfaction and community engagement are measurably stronger
• Ownership has confidence that day-to-day operations are in capable, trustworthy hands

Work Environment & Physical Requirements

• This role requires regular presence in all three store locations; expect to split time across stores weekly
• Travel between Billings/Laurel, MT and Buffalo, WY is required (approximately 175 miles between the Montana and Wyoming locations)
• Must be able to stand and walk for extended periods on the sales floor
• Occasional lifting up to 50 lbs. may be required
• Flexibility to work weekends