General Manager

About the Role

As the General Manager (GM) of Field Operations, you will manage and lead all activities related to a single or multi-unit NSM location. You will ensure the execution of key branch activities and initiatives, drive exceptional customer care, and build a strong employment culture. The GM has direct oversight of branch finances and operations, including productivity, profit and loss, and employee retention.

At National Seating & Mobility, you’ll have the opportunity to directly impact clients' lives by providing self-reliance and independence. Our teams are passionate and dedicated to delivering the best care, leveraging technology to create unique mobility solutions. This role offers a meaningful career with a lasting impact on those we serve.

Responsibilities

• Embody NSM’s Vision, Mission, and Values, demonstrating Honor, Excellence, Accountability, Respect, Teamwork, and Service.
• Oversee branch revenue, transaction cycle time, product margins, inventory management, expense control, and EBITDA. Review Profit and Loss Statements (P&Ls) and create action plans for improvement in partnership with the Regional Area Director.
• Monitor and report Key Performance Indicators (KPIs) for the branch, utilizing the Branch Operations Dashboard to communicate performance and drive action plans for improvement.
• Lead growth programs in the marketplace, serving as the primary contact for referral sources and conducting Quarterly Business Reviews with key partners.
• Oversee and assist sales teams (ATP, RTS, Home Access) to drive market growth, including identifying new referral sources and building relationships.
• Manage inventory cost-effectively, ensuring quality counts, preventing theft, and documenting transfers.
• Own the client experience, identifying improvements through feedback and conducting the Client Care Management Checklist (e.g., reviewing CSR queues, unscheduled deliveries, product management).
• Manage and develop customer service specialists, technicians, and team members to ensure compliance with company standards.
• Create a positive working environment, leading recruitment, onboarding, and 60-day reviews for new hires.
• Ensure development of all team members, including compliance training, ongoing development activities, and performance management processes (annual reviews, PIPs).
• Foster a supportive work culture through listening sessions, weekly communications, one-on-one meetings, and recognition programs.
• Conduct quarterly Branch Assessment Tool reviews and address gaps in performance.
• Drive efficient order processing, ensuring quality submissions and training team members on order elements.
• Serve as the local subject matter expert on branch-related technologies, including Mobility Advisor.
• Ensure compliance with company policies, federal/state/local laws, and Joint Commission standards.
• Collaborate with Human Resources to resolve employee concerns and address client issues at the branch level.
• Maintain facilities, vehicles, and property, ensuring a safe working environment by following all safety protocols.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• Minimum of 5 years of progressive management experience, overseeing a complex business with financial and operational responsibility.
• Proven track record of excellent leadership skills and a servant leadership mentality.
• Strong verbal and written communication skills for leadership, clients, referral sources, and support staff.

Work Environment

This role operates in a professional office environment and routinely uses standard office equipment such as computers, phones, printers, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands include regular talking, hearing, and sitting, with frequent use of hands to operate office equipment. The employee must also frequently reach with hands and arms.

Benefits

• 401k plan.
• Company-paid Long Term Disability.
• Tuition reimbursement.