Site General Manager

Site General Manager

The Site General Manager is the senior-most leader at the site and is accountable for the full spectrum of operations, continuous improvement, customer experience, and commercial execution. This role owns the site's performance in safety, quality, cost, service, and team development. Just as importantly, this leader is responsible for ensuring consistent, high-quality customer experience through responsiveness, execution, and relationship management. This role blends operational excellence with commercial enablement. The Site GM works closely with Sales, Customer Service, Planning, and Operations to ensure the site delivers a service advantage that earns margin premium over competitors. The ideal candidate is equally comfortable leading frontline manufacturing teams, managing customer escalations, driving performance metrics, and executing strategy. The Site General Manager is expected to lead the team, own DIFOTIS performance, and serve as the site's escalation point for commercial execution and customer issues. They will work closely with internal distribution, and the Direct Sales team to deliver fast, reliable, and responsive solutions. This leader is accountable for driving commercial outcomes that capture a margin premium over competitors by delivering superior service, responsiveness, and total customer value.

Job Responsibilities

Customer Ownership & Commercial Partnership

• Own the customer experience for the site.
• Serve as the face of the site for customers—owning service delivery, quality, and issue resolution.
• Act as the site's primary escalation point for customer and commercial concerns.
• Partner with Sales and Customer Service to ensure a seamless quote-to-production-to-delivery cycle.
• Monitor and own site-level performance in DIFOTIS (Delivery In-Full On-Time In-Spec), NPS, and customer retention.
• Collaborate with Sales to support business development, onboarding, project launches, and capability assessments.
• Identify and implement strategies to provide value-added solutions that drive customer satisfaction and commercial success.

Operational Excellence

• Oversee all day-to-day operations across production, maintenance, planning, scheduling, warehouse, quality, and distribution.
• Lead and ensure adherence to best practices in Lean Manufacturing, safety, and continuous improvement.
• Ensure full compliance with quality and regulatory requirements (EHS, OSHA, ISO, HR, etc.).
• Maintain optimal inventory, WIP, and finished goods levels to meet customer and production needs.
• Ensure effective coordination between customer service, operations, and supply chain teams.
• Champion efficiency gains, automation opportunities, and process enhancements.

Safety, Compliance & Culture

• Establish and maintain a culture of safety, ensuring all policies and procedures are followed and reinforced daily.
• Own site-level compliance with EHS programs and training requirements.
• Promote and lead a workplace culture based on accountability, collaboration, integrity, and mutual respect.
• Ensure all team members understand their role in upholding safety, product quality, and customer expectations.

Financial & Strategic Management

• Own and manage the site's P&L, including labor, overhead, productivity, OPEX, and capital improvements.
• Develop and manage operating budgets in alignment with corporate and business unit goals.
• Drive cost savings through labor optimization, waste reduction, throughput, and productivity improvements.
• Use performance data to drive decisions, corrective action plans, and long-term improvements.

Leadership & People Development

• Build, develop, and lead a strong, high-performing leadership team, including direct oversight of Plant Manager and functional leads.
• Set clear goals and KPIs across departments; drive accountability and provide feedback and coaching.
• Foster a performance-driven culture with strong communication, transparency, and team alignment.
• Lead talent development, succession planning, and workforce planning aligned with business needs.

Cross-Functional Collaboration

• Work closely with VP of Production and VP of Sales to align operational and commercial strategies.
• Coordinate with Product Development, Customer Service, and Planning teams to ensure operational readiness and customer delivery.
• Lead regular business reviews with stakeholders, sharing site metrics, risks, and opportunities.
• Collaborate with other site leaders to share best practices and elevate performance enterprise-wide.

Qualifications / Knowledge & Experience

Education & Experience

• Bachelor's degree in: Manufacturing, Engineering, Business, Operations, or related field, preferred but not required.
• 10+ years of progressive leadership experience in manufacturing, operations, or commercial-facing roles.
• Experience leading cross-functional teams and owning end-to-end site performance.
• Corrugated or printing industry experience preferred but not required.
• Strong understanding of financial statements and cost control strategies.

Knowledge, Skills & Abilities

• Proven leader with full accountability for safety, performance and culture.
• Strong commercial instincts, with experience partnering across sales, customers and senior leadership.
• Strong leadership presence with proven ability to manage teams and lead through change.
• Customer-first mindset with commercial awareness and strategic thinking.
• Excellent interpersonal and communication skills, both verbal and written.
• Skilled in Lean, Six Sigma, or other continuous improvement methodologies.
• Strong decision-making, prioritization, and problem-solving skills.
• Comfortable in both high-level strategic planning and hands-on execution.
• Learning Agility
• Skilled in leading changes, navigating ambiguity, and delivering measurable results.
• Capable of balancing day-to-day execution with long term strategic thinking outcomes.

Working Conditions/Physical Requirement

This position requires frequent movement throughout a manufacturing facility, including the production floor, warehouse, and office spaces. Regular exposure to industrial equipment, noise, and temperature variations. Ability to walk, stand, and operate within a plant environment for extended periods. Travel may be required for customer visits, off-site meetings, or corporate events.

Budget/P&L Responsibilities

Decision Rights

• Customer Experience
• Operational Strategy
• Production Oversight
• Operational Excellence
• Compliance Enforcement
• Customer Relations
• Performance Metrics
• Business Development
• Value Added Solutions
• P&L Management
• Budget Development
• Cost Optimization
• Data Driven Decisions
• Team Building
• Goal Setting
• Talent Development
• Strategic Alignment
• Business Reviews
• Best Practice Sharing

Positions Supervised

• Production Leader
• Customer Service Leader

Additional Responsibilities & Qualifications

Responsible for overseeing all operations to ensure safety, efficiency, quality, and financial performance. Ability to work on any shift when required. Must have business skills to manage the operation: Operational Leadership, People Management, Health, Safety & Compliance, Financial & Budget Management, Strategic Planning & Execution, Stakeholder & Customer Management, and Reporting & Communication.

Work Experience

Education:

No Education Preferences

What We Offer

• Engaging and inclusive culture with employee-led Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
• Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
• Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
• Healthcare benefits, 401k, paid time off and tuition reimbursement.

About Veritiv

Together with its subsidiaries, Veritiv is the leading full-service provider of packaging solutions. Veritiv also provides JanSan, hygiene, print and publishing products and services. Veritiv serves customers in a wide range of industries, through team members around the world helping shape the success of its customers.