General Manager

Purpose & Objective
As a General Manager, you drive the store's success through leadership, operational excellence, and unparalleled customer service. Whether managing a team of 4 - 8 in a small, you’ll leverage your adaptability to navigate daily challenges, or 12 to 20 in a mid-size to large stores, where you’ll focus on maintaining consistency and steady results, your leadership is the foundation for success.

You embody the company's values, inspire high-performing teams, and drive revenue. By actively engaging in established, results-driven processes, open communication, and leading with a “no task is beneath me” mentality, you’ll keep operations running smoothly and efficiently, pushing cars through the workflow and ensuring the team stays aligned with our goals.

Key Responsibilities

Workflow Management: Ensure team performance, productivity, and customer satisfaction standards are met by actively managing the workflow board through constant monitoring. Proactively manage roadblocks by anticipating potential issues before they arise, prioritization, and open communication to push cars through the workflow efficiently.

Sales: Work alongside service advisors, supporting and taking on your own tickets to ensure customer needs are met and the team consistently hits sales targets and revenue goals. Continually monitor sales gaps to identify opportunities to drive sales, car count, and revenue. The following outlines the minimum expectations for sales involvement based on store size:

• Large: 10-20% of your role is focused on actively engaging in service advising.

• Mid-Size: 40-50% of your role is driving revenue through service advising.

• Small: 80% of your responsibilities are focused on service advising.

Customer Experience: Execute and hold teammates accountable for delivering top-tier customer service to clients, vendors, and visitors through efficient, honest, and respectful communication and timely service. Managers are responsible for monitoring customer calls and in-person interactions, providing coaching to improve performance and service, handling escalated complaints, and managing online feedback.

Technology: Adept in TekMetric, store POS, financing platforms, and other softwares to seamlessly check-in and out customers, manage financing, review and provide status updates to customers, and have metric-driven conversations with teammates and leadership.

Financial Management: Responsible for maintaining tight control over store expenses while ensuring high-quality standards and customer service are never compromised. Actively seek opportunities to reduce costs and improve operational efficiency without sacrificing quality and balancing overhead management while maintaining profitability.

Employee Management: Depending on store size, the day-to-day management of employees, employee development, metrics, and payroll tasks will differ. Below are the specific responsibilities based on store size:

• Small: Assist with operational tasks such as payroll approvals and metrics, with regional leadership primarily overseeing employee development and issue resolutions; you will provide support as needed to ensure smooth operations.

• Mid-Size Store: Oversee payroll approvals and track KPIs, lead employee management, performance discussions, and development with support from regional leadership.

• Large Store: Oversee payroll approvals, track KPIs, and manage employee performance, growth, and development with limited guidance from regional leadership.

What You’ll Bring

• Proven leadership skills tailored to the unique demands of small, mid-size, and large teams.

• A strong focus on customer relations and sales, with the ability to adjust involvement based on store scale.

• Expertise in using technology to streamline workflows and optimize operations.

• Strategic problem-solving abilities to manage costs and improve efficiency.

• A hands-on, adaptable leadership style that inspires and supports teams to succeed.

Compensation Range: $100,000 - $150,000/yr