General Manager

General Manager

As the General Manager (GM), you will provide overall leadership, operational oversight, and business management for an assigned market and branch location. This role is responsible for driving branch performance across sales, operations, customer experience, profitability, and employee engagement while ensuring alignment with company goals, operational standards, and cultural values.

Also, the GM directly leads branch-level Sales and Operations leadership and serves as the primary leader responsible for day-to-day branch performance and execution. This position requires a hands-on, results-oriented leader capable of balancing strategic priorities with operational execution in a fast-paced, high-performance environment.

The GM partners closely with the Market General Manager and cross-functional support teams to drive profitable growth, operational excellence, leadership development, and an exceptional customer experience within the assigned location.

Responsibilities

Branch Leadership & Business Performance

• Lead overall branch performance, ensuring achievement of sales, operational, financial, and customer experience goals.
• Direct and develop branch leadership teams across sales and operations functions.
• Drive execution of company strategies, operational standards, and performance expectations within the assigned market.
• Foster a high-performance, people-centric culture focused on accountability, teamwork, engagement, and continuous improvement.
• Ensure branch operations remain aligned with company priorities, operational processes, and customer experience standards.

Sales & Operational Management

• Lead branch sales and operational execution to achieve revenue growth, profitability, installation efficiency, and customer satisfaction goals.
• Partner with Sales leadership to improve lead conversion, sales productivity, recruiting, onboarding, and sales team performance.
• Partner with Operations leadership to improve installation quality, cycle times, scheduling efficiency, service responsiveness, and labor productivity.
• Ensure proper staffing levels are maintained across sales and operations functions to support business demand and growth.
• Monitor and manage key branch performance metrics including sales results, margins, customer satisfaction, job costs, cycle times, AR performance, and operational productivity.
• Utilize reporting and analytics to identify trends, address performance gaps, and drive continuous improvement.

Customer Experience & Quality Execution

• Champion exceptional customer experiences throughout the customer lifecycle.
• Ensure customer concerns, escalations, and service-related issues are resolved effectively and professionally.
• Drive operational consistency and quality standards across installation, service, and customer interactions.
• Ensure adherence to operational procedures, safety standards, and company policies.
• Promote a culture of urgency, responsiveness, and customer care throughout the branch.

Leadership Development & Team Engagement

• Coach, mentor, and develop branch-level leaders and team members.
• Build leadership capability and support succession planning efforts within the branch.
• Drive employee engagement and foster a culture rooted in trust, accountability, respect, and development.
• Support recruiting, onboarding, training, and performance management activities across the branch.
• Recognize and reinforce high performance while addressing performance concerns appropriately and consistently.

Financial & Operational Accountability

• Manage branch-level financial performance including budgeting, forecasting, labor management, expense control, and profitability.
• Drive accountability around revenue growth, operational productivity, margin performance, and EBITDA contribution.
• Monitor operational and financial trends to proactively identify risks and opportunities.
• Ensure operational discipline and execution consistency throughout the branch.

Collaboration & Communication

• Partner cross-functionally with Sales, Marketing, Customer Service, HR, Finance, Operations, and centralized support teams to improve branch performance and customer outcomes.
• Communicate business priorities, operational updates, and organizational initiatives effectively across teams.
• Support organizational change initiatives with professionalism, adaptability, and strong leadership presence.
• Serve as a culture leader by modeling company values, professionalism, accountability, and teamwork.

Performance Expectations/Goals:

• Achieve branch revenue growth and profitability targets.
• Deliver branch EBITDA performance aligned with company expectations.
• Maintain high customer satisfaction and customer experience standards.
• Achieve installation cycle time, service responsiveness, and operational efficiency goals.
• Maintain strong employee engagement and leadership effectiveness within the branch.
• Ensure operational compliance, safety adherence, and execution consistency.
• Build and sustain a high-performing branch culture focused on results and development.

Qualifications

Education

• Bachelor's degree in Business, Operations, Management, or related field preferred.

Experience

• Minimum of 5–8 years of progressive leadership experience in sales, operations, branch management, or general management leadership roles.
• Proven experience leading sales and operational teams in a high-performance environment.
• Prior experience managing branch-level operations and team leadership preferred.
• Strong background in sales, service, operations, retail, home improvement, construction, or related industries preferred.
• Demonstrated success driving revenue growth, operational execution, customer satisfaction, and profitability.
• Strong business acumen with experience in budgeting, forecasting, operational reporting, and performance management.
• Proven ability to coach, develop, and lead high-performing teams.
• Strong communication, organizational, leadership, and relationship-building capabilities.
• Ability to operate effectively in a fast-paced, entrepreneurial, and growth-oriented environment.
• Proficiency in Microsoft Office Suite and operational/business systems.
• Ability to work flexible hours, including evenings and weekends as needed.

Core Competencies:

• Ensures Accountability
• Directs Work with Enthusiasm and Purpose
• Business Insight and Strategic Thinking
• Cultivates Innovation and Entrepreneurship
• Instills Trust
• Demonstrates Perseverance and Resilience
• Builds Effective Teams
• Drives Engagement
• Organizational Savvy
• Collaborates Effectively
• Develops Talent and Future Leaders
• Customer Focus
• Communicates Effectively
• Decision Quality
• Balances Strategy and Execution
• Drives Results