General Manager

Job Description

About the Company 1-Tom-Plumber and Tidewater Restoration are professional, service-focused companies specializing in plumbing, drains, water damage mitigation, mold remediation, and construction services. We serve both commercial and residential customers across Florida, with a reputation built on reliability, excellence, and customer satisfaction.

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About the Role The General Manager is responsible for the day-to-day operational performance of both 1-Tom-Plumber and Tidewater Restoration. This role owns profitable execution, production team accountability, throughput, customer experience, operational discipline, and growth across all divisions. The GM reports to Ownership Group / Operations Leadership and is ultimately responsible for operational execution across the company.

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Direct Reports Restoration Team Leader, Reconstruction Team Leader, Lead Technician/Plumbing Team Leader, Project Managers, Field Supervisors

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Key Responsibilities

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Operational Leadership & Accountability

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• Lead day-to-day operations across plumbing, restoration, reconstruction, dispatch, and administrative coordination
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• Hold department leaders accountable to KPIs, standards, and expectations
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• Maintain operational alignment between field and office teams
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• Resolve escalated operational issues quickly
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Revenue & Profitability Management

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• Own overall company operational performance, including revenue, gross margin, average ticket, technician productivity, and close rates
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• Identify and address operational margin leakage
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• Partner with Finance Leadership on profitability reporting
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Team Leadership & Development

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• Develop leaders within each division and conduct regular leadership meetings and accountability reviews
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• Coach Team Leaders, Project Managers, Dispatch, and Administrative staff
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• Build a culture of urgency, accountability, professionalism, and teamwork
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Customer Experience

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• Ensure high-quality customer communication standards and resolve escalated customer concerns
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• Maintain and reinforce review capture systems across all divisions
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Systems & Process Enforcement

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• Ensure SOPs are consistently followed and partner with Operations Leadership on process improvement
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• Maintain operational discipline within ServiceTitan, Albi, Clean Claims, and Paycom
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Scheduling & Throughput Oversight

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• Oversee scheduling across all divisions to ensure technician utilization, job velocity, and booking efficiency
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Fleet, Equipment & Operational Readiness

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• Ensure trucks, equipment, and warehouses remain organized, maintained, and operationally ready
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Reporting & KPI Accountability

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• Review and report on revenue by division, gross margin, technician productivity, job cycle time, days to invoice, AR aging, callback rates, and scheduling efficiency
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Qualifications

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• 7+ years of leadership experience in plumbing, restoration, construction, or home service industries
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• Proven experience managing operations with full P&L responsibility and financial accountability
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• Demonstrated success leading multiple departments, including Production, Sales, Customer Service, and Administration
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• Strong financial management skills, including budgeting, forecasting, KPI tracking, and performance reporting
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• Exceptional leadership, coaching, team development, and conflict resolution abilities
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• Experience with field service management platforms such as ServiceTitan, Albi, or similar preferred
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• High level of professionalism, integrity, accountability, and customer-focused decision-making
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• Self-motivated, results-driven leader with a track record of improving operational performance and driving revenue growth
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Compensation & Benefits

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Compensation:

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Base Salary: $95,000–$145,000 , depending on experience (typical starting base around $115,000)

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Quarterly Performance Bonus: Annual target of up to $20,000 , based on individual and company performance

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Total Compensation Potential: Up to $135,000–$165,000 for strong performers

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Annual Merit Increases: Typically 3%–5% , based on performance and market benchmarking

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Benefits:

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• Company-sponsored medical insurance (employee contribution approximately $10/week)

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• Dental and vision insurance

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• 401(k) with up to a 3% company match

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• 10 days of paid time off (PTO)

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• 8 paid holidays annually

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• Company vehicle or vehicle allowance (if applicable)

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• Company phone, laptop, and necessary technology provided

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• Paid training and professional development

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• Career advancement opportunities within a rapidly growing company

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• Team-oriented, family-focused culture with leadership that invests in your success