General Manager

Location:

4980

E. University Ave., Suite 114, Fresno, CA 93727, USA

Full‑Time Opportunity | Pay: $DOE

The General Manager (GM) of Field Operations manages and leads all activities related to a single or multi‑unit NSM location. The GM 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 GM 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 clients’ 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 clients’ 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 401(k), company‑paid Long‑Term Disability, and tuition reimbursement.

• Understand NSMs Vision, Mission, and Values; embody the values of Honor, Excellence, Accountability, Respect, Teamwork, and Service; set the example as a leader.
• Full oversight and responsibility for branch revenue, transaction cycle time, product margins, inventory management, expense control, and EBITDA.
• Review P&L statements and create/excite actions for improvement in partnership with the Region Area Director.
• Understand all key performance indicators (KPIs) for the branch; report metrics to Division VP, Regional Area Director, and branch team members; use the Branch Operations Dashboard to communicate performance.
• Lead action plans to improve metrics that are under‑performing to standards and celebrate strong results.
• Provide leadership in growth programs; understand market competition; serve as primary contact with referral sources and conduct quarterly business reviews with key partners.
• Oversee and assist sales teams (ATP, RTS, Home Access) to drive market growth; educate team members on market opportunities; seek new referral sources and build relationships.
• Manage inventory to ensure sales and rental inventories are cost‑effective; protect inventory from theft; document inventory transfers.
• Own the client’s experience; identify improvements through Press Ganey results, client feedback, and referral source feedback; conduct Client Care Management Checklist routinely.
• Responsible for managing and developing customer service specialists, technicians, and other team members to ensure compliance with all company standards.
• Create a positive working environment; lead, develop, and communicate to branch members; support each team member’s potential.
• Understand staffing requirements; fill open positions timely.
• Lead activities in selection and hiring; assist HR; conduct 60‑day review for new hires.
• Ensure development of all team members; complete assigned training; lead ongoing development activities using NSM University training and supplier training.
• Provide ongoing feedback; facilitate performance management processes (annual reviews, documented feedback, PIPs, etc.).
• Own work culture; review action plans related to branch culture survey results; develop retention programs; drive local recognition program.
• Conduct Branch Assessment Tool quarterly; take action on findings.
• Drive client orders efficiently; review Missing Information Reports; provide feedback and train team members on quality orders.
• Ensure employees are trained on technology related to their role, including Mobility Advisor; serve as local subject matter expert on branch related technologies.
• Accountable for organizational activities and operations compliance with policies, procedures, and relevant laws and Joint Commission standards.
• Collaborate with HR to resolve employee concerns and client concerns at branch level.
• Assure proper maintenance and care of facilities, vehicles, and property; ensure a safe working environment by following all safety protocols.
• Operate in a professional office environment; use standard office equipment such as computers, phones, printers, photocopiers, filing cabinets, and fax machines.

The physical demands described here are representative of those that must be met