General Manager

Description

Full-Time Opportunity The General Manager (GM) of Field Operations manages and leads all activities related to a single or multi-unit NSM location. The General Manager ensures execution of key branch activities/initiatives, influences quality, drives exceptional customer care, and builds the employment culture. Serves employees within the location(s) by creating and maintaining safe, efficient, and productive operation. The General Manager has direct oversight of their respective branch financially and operationally, including responsibility for results in terms of productivity, methods of work, profit and loss and employee retention.

At all levels, working at National Seating & Mobility provides the opportunity to directly impact our client’s lives by giving them self-reliance and independence. Our teams are comprised of passionate individuals, dedicated to providing the best care to each client. We focus on abilities by leveraging technology and creating mobility solutions that are as unique as our client’s needs.

Working at National Seating & Mobility is an opportunity to build a meaningful career, while leaving a lasting impact on the lives of those we serve.

• Located across the United States and Canada, we strive for diversity and offer an array of benefits including 401k, company paid Long Term Disability, and tuition reimbursement.

Understands NSMs Vision, Mission, and Values. Embodies the values of Honor, Excellence, Accountability, Respect, Teamwork, and Service. Sets the example as a leader in the organization.

Full oversight and responsibility for branch revenue, transaction cycle time, product margins, inventory management, expense control, and EBITDA. Reviews Profit and Loss Statements (P&Ls) and creates/executes actions for improvement in partnership with the Region Area Director.

Understands all Key Performance Indicators (KPIs) for the branch. Reports appropriate metrics to Division Vice President, Regional Area Director, and all branch team members. Utilizes the Branch Operations Dashboard to communicate performance, explaining areas of strength and identifying areas of opportunity. Leads action plans to improve metrics that are under-performing to standards, but also recognizes and celebrates strong results with the broader team.

Provides leadership in growth programs in the marketplace. Knows the market related to competition. Serves as primary contact (in partnership with the sales team) to all Referral Sources and conducts Quarterly Business Reviews with key partners. Addresses relationship or performance standards that are not meeting/exceeding client standards.

Oversees and assists sales teams, including ATP, RTS and Home Access roles to drive growth in the market. Assists sales team members by educating them on the market, knowing where growth opportunities may exist. Seeks new referral sources and builds relationships as a business development method.

Manages inventory to ensure sales and rental inventories are managed in a cost-effective manner. Ensures quality inventory counts, protects inventory from theft, and is diligent in ensuring inventory transfers are documented.

Owns the client’s experience in the branch. Always strives to identify improvements for customer experience through Press Ganey results, client feedback, and referral source feedback. Conducts the Client Care Management Checklist on a daily/weekly/monthly basis, as required. (Reviewing the CSR queue, not scheduled deliveries, receiving product management, etc.) Responsible for managing and developing customer service specialists, technicians, and other team members to ensure compliance with all company standards.

Creates a positive working environment for all team members. Actively leads, develops, and communicates to all branch members, ensuring each team member is supported and has the potential to be successful in their role. Understands staffing requirements for the branch and ensures open positions are filled in a timely manner.

Leads activities in selection and hiring, actively participating in local recruitment to…