General Manager

About the Role

A General Manager at Gemba Automotive acts as the driving force behind the shop’s success. The role combines leadership, strategic planning, and hands-on management to ensure the shop delivers exceptional customer service, operates efficiently, and meets financial goals. Success in this role is found in balancing employee management, achieving operational excellence, sustaining financial performance, and maintaining customer satisfaction.

Responsibilities

• Engage and collaborate with all leadership, departments, and team members, including attending and contributing to regular All-Hands Meetings, Team Huddles, Departmental Meetings, Weekly Leadership Team Meetings, Quarterly & Annual Planning Sessions, and State of the Company Addresses.
• Develop a departmental scorecard that is meaningful to the team. Review the score on a daily, weekly, monthly, and quarterly basis to celebrate wins, highlight opportunities for improvement, and provide necessary support.
• Collaborate with the team to drive the creation, implementation, and adherence to all dealership Standard Operating Procedures (SOPs). Ensure the team understands and follows the structure and standards surrounding the company process library and file management system.
• Ensure accountability for yourself and the team, including reviewing Paid Time Off, Sick Time, and Unpaid Time Off.
• Oversee daily shop operations, ensuring efficient workflow, timely completion of repairs, and adherence to safety and quality standards.
• Ensure exceptional customer service by addressing customer concerns, providing clear communication about repair processes and costs, and maintaining a positive reputation for the shop.
• Monitor budgets, manage expenses, and ensure profitability. Oversee pricing, invoicing, and cost control while meeting revenue targets.
• Manage hiring, training, and performance of staff, including technicians, service advisors, and support personnel. Foster a collaborative and productive work environment.
• Ensure the shop adheres to all local, state, and federal regulations, including environmental and safety standards. Maintain proper certifications and licenses.
• Develop and implement marketing strategies to attract new customers and retain existing ones. Identify opportunities for expansion or new services to grow the business.
• Continuously develop and proactively practice new skills, knowledge, and wisdom as part of personal and professional growth.

Requirements

• Study, understand, and actively practice the teachings from the Gemba Library of professional and personal development material (e.g., Traction, Get A Grip, 5 Levels of Leadership, 2 Second Lean, Extreme Ownership, Good To Great, Carrots & Sticks Don’t Work, Start With Why, Leaders Eat Last, The Infinite Game).

Key Deliverables & Expected Outcomes

• Achieve and sustain specified monthly revenue goals for your location.
• Achieve and sustain customer satisfaction ratings, measured through post-service surveys or online reviews (e.g., a 4.8-star average on Google reviews).
• Achieve and sustain 65% combined gross profit margin targets on services and parts.
• Ensure average vehicle turnaround time of less than 2 days and that technicians achieve their expected daily productivity targets (measured in billed hours).
• Maintain low employee turnover rates (e.g., below 10% annually) and ensure all team members complete required certifications or training programs.
• Achieve zero workplace safety violations and ensure 100% compliance with regulatory and environmental standards during audits or inspections.