General Manager

About the role

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 and initiatives, influences quality, drives exceptional customer care, and builds the employment culture. They serve employees by creating and maintaining a safe, efficient, and productive operation, with direct oversight of financial and operational results, including productivity, work methods, profit and loss, and employee retention.

Responsibilities

• Embody NSM’s Vision, Mission, and Values (Honor, Excellence, Accountability, Respect, Teamwork, and Service) and set an example as a leader.
• 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.
• Understand and report all Key Performance Indicators (KPIs) for the branch; use the Branch Operations Dashboard to communicate performance, explain strengths, and identify areas of opportunity.
• Lead action plans to improve under-performing metrics and celebrate strong results with the team.
• Drive growth programs in the marketplace, serve as the primary contact for Referral Sources, and conduct Quarterly Business Reviews with key partners.
• Oversee and assist sales teams (ATP, RTS, Home Access) to drive growth; educate team members on market opportunities and build new referral relationships.
• Manage inventory cost-effectively, ensure accurate counts, prevent theft, and document inventory transfers.
• Own the client experience by improving customer care through feedback (Press Ganey, client, and referral source input) and conducting the Client Care Management Checklist (CSR queue, unscheduled deliveries, product management).
• Manage and develop customer service specialists, technicians, and other team members to ensure compliance with company standards.
• Create a positive work environment by leading, developing, and communicating with all branch members; ensure timely hiring and onboarding of quality talent.
• Conduct 60-day reviews for new hires to provide feedback or address concerns.
• Ensure completion of assigned training (compliance, competencies) and lead ongoing development using NSM University, supplier training, and other resources.
• Provide ongoing feedback and facilitate Performance Management Processes (annual reviews, documented feedback, PIPs) in partnership with Human Resources.
• Address performance issues promptly and own the branch work culture by reviewing culture survey results and creating action plans.
• Develop retention programs through listening sessions, weekly communications, one-on-one meetings, daily coaching, and local recognition programs.
• Conduct the Branch Assessment Tool quarterly and take action on findings to address quality or performance gaps.
• Drive efficient client order processing, ensure timely entry and approval, review Missing Information Reports, and train team members on order quality and timeliness.
• Train employees on role-related technology, including Mobility Advisor, and serve as the local subject matter expert.
• 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; ensure a safe working environment by following all safety protocols.

Requirements

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

Work Environment

This job 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 role requires regular talking or hearing, frequent sitting, repetitive use of hands to operate office equipment, and reaching with hands and arms.

Benefits

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

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