General Manager

About the Role

The General Manager is responsible for leading the overall performance and day-to-day operations of a high-volume retail location. This role requires a strong people leader with sound business judgment, operational discipline, and the ability to create a consistent, service-focused customer experience.

The General Manager will oversee team development, financial performance, inventory, operational execution, and customer experience while partnering closely with regional and cross-functional leadership. Responsibilities may evolve as business needs change.

Key Responsibilities

Leadership & Team Development

• Lead hiring, onboarding, training, coaching, and performance management for store employees
• Build a high-performing and accountable team culture centered on service, collaboration, and results
• Establish clear expectations and provide consistent coaching and feedback
• Maintain strong communication across the team regarding priorities, goals, and business updates
• Model professionalism, ownership, and a customer-focused leadership approach

Business Performance

• Own overall location performance, including sales, labor, expenses, and operational results
• Translate broader business goals into clear and actionable plans for the store team
• Monitor key performance indicators and identify opportunities to improve results
• Evaluate local market trends and customer needs to support business decisions
• Maintain strong controls around inventory accuracy, shrink, and loss prevention

Store Operations

• Oversee daily opening, closing, and general operating procedures
• Manage cash handling, reconciliation, deposits, and reporting with a high degree of accuracy
• Ensure the location remains clean, organized, well maintained, and customer ready
• Identify facility or operational needs and partner with appropriate teams to resolve issues
• Ensure established policies, procedures, and operating standards are consistently followed

Inventory & Operational Controls

• Oversee receiving, inventory tracking, reconciliation, and product movement
• Maintain appropriate inventory levels and ensure product accuracy and presentation
• Establish strong operational controls and hold team members accountable to established procedures
• Partner with internal teams to support inventory accuracy, risk management, and operational consistency
• Maintain required records and documentation in accordance with company and applicable regulatory standards

Customer Experience

• Champion a consistent, high-quality customer experience
• Lead by example in providing approachable, knowledgeable, and efficient service
• Build strong relationships with customers and the surrounding community
• Identify opportunities to improve service, accessibility, and the overall customer journey
• Effectively resolve escalated customer concerns when needed

General Expectations

• Operate effectively in a fast-paced and evolving business environment
• Maintain strong communication and partnership with regional and cross-functional teams
• Demonstrate sound judgment, ownership, and accountability for business outcomes
• Identify opportunities for continuous improvement across people, processes, and performance
• Perform additional responsibilities as needed to support the business

Qualifications

• 3+ years of leadership experience in retail, hospitality, consumer services, or a similar customer-facing environment
• Previous responsibility for leading teams and driving location-level business performance
• Strong experience in customer service and employee development
• Experience managing inventory, cash controls, labor, and day-to-day operating processes
• Ability to meet any background, licensing, or eligibility requirements associated with the position
• Flexible availability, including evenings, weekends, and holidays as business needs require

Skills & Attributes

• Strong leadership, communication, and interpersonal skills
• Demonstrated ability to coach, develop, and retain high-performing teams
• Strong business judgment and problem-solving capabilities
• High attention to detail and operational discipline
• Comfortable using retail systems, reporting tools, and standard business technology
• Ability to manage competing priorities and make effective decisions in a fast-moving environment

Equal Opportunity Statement

We are committed to fostering an inclusive workplace and making employment decisions based on qualifications, merit, and business needs.