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 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.

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.

Responsibilities

• Understands NSMs Vision, Mission, and Values and embodies the values of Honor, Excellence, Accountability, Respect, Teamwork, and Service.
• 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.
• 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 and 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.
• Oversees and assists sales teams, including ATP, RTS and Home Access roles to drive growth in the market.
• Manages inventory to ensure sales and rental inventories are managed in a cost-effective manner.
• Owns the client’s experience in the branch and always strives to identify improvements for customer experience.
• 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 and actively leads, develops, and communicates to all branch members.
• Ensures development of all team members and provides ongoing feedback for all team members.
• Owns the work culture in the branch and reviews and creates action plans related to branch culture survey results.
• Conducts Branch Assessment Tool on a quarterly basis and takes action on findings, addressing quality or gaps in performance.
• Drives client orders efficiently in the branch and takes ownership for quality orders being entered and approved in a timely basis.
• Ensures that all employees are trained on the technology elements related to their role, to include Mobility Advisor.
• Accountable for organizational activities and operations being carried out in compliance with company policies and procedures, applicable federal, state, and local laws, as well as Joint Commission standards.

Qualifications

• Bachelor’s Degree or equivalent work experience
• Minimum of 5 years in a progressive management experience, overseeing a complex business with aggregate financial and operational responsibility
• Proven track record of modeling excellent leadership skills and exemplifies a servant leadership mentality
• Ability to communicate (both verbal and written) effectively with leadership, clients, referral sources, and support staff

Work Environment

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

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is regularly required to sit; use hands repetitively to operate standard office equipment. The employee is frequently required to reach with hands and arms.