General Manager, Ever - Costa Mesa

About the role

The General Manager is the senior operational leader at Ever’s Costa Mesa hub. You will own the full customer-facing deal lifecycle—from first contact through funding and title—and be accountable for the performance, culture, and daily execution of four verticals: Sales, BDC, Finance & Insurance, and Business Office / Title & Registration. This role reports directly to the VP of Operations and requires a full-time, on-site presence at the Costa Mesa hub.

Key Responsibilities

• Sales Leadership
• Deal Volume & Margin: Own retail deal volume targets for the Costa Mesa market. Hold the Sales Manager and consultants accountable to closing ratios, front-end margin per unit, and customer experience scores.
• Sales Process: Drive a consistent process from lead to delivery. Monitor pipeline health, stage-by-stage conversion, and days-to-close across the team.
• Deal Quality: Review deals in progress and post-close for margin integrity, proper structure, and adherence to process. Coach the Sales Manager on unit economics and objection handling.
• Funnel Gaps: Identify and address breakdowns in the sales funnel before they become systemic issues.
• BDC & Lead Operations
• Pipeline Performance: Oversee BDC inbound and outbound pipeline. Hold the BDC Manager accountable to contact rate, appointment set rate, and show rate.
• CRM & Process Hygiene: Ensure lead routing, CRM data integrity, and scripting are up to date and consistently applied across the team.
• Alignment: Partner with pricing and inventory functions to align lead flow and vehicle positioning with BDC capacity and conversion performance.
• Finance & Insurance (F&I)
• Back-End GPU: Own back-end gross profit per unit targets across product penetration, financing conversion, and chargeback rate.
• Compliance: Ensure every deal meets lender guidelines, state regulations, and internal compliance standards. Deal-level compliance is non-negotiable.
• Leading Indicators: Monitor funding time, deal kickbacks, and stipulation clearance rates as the primary health signals for F&I operations.
• Capacity & Structure: Identify constraints in F&I staffing or role definition and escalate to the VP of Operations before they affect throughput.
• Business Office / Title & Registration
• SLA Performance: Ensure title and registration processing meets defined SLA targets. Track deal completion rate and exception volume on a weekly basis.
• Handoff Ownership: Own the Finance-to-Business-Office handoff as a documented, zero-ambiguity process. Resolve title issues and lien payoffs without allowing them to delay funding.
• State Compliance: Maintain awareness of title and registration requirements across all active states relevant to SF hub transactions.
• Execution & Accountability
• Weekly Reviews: Run structured weekly reviews with team leads. Use data to diagnose trends, assign corrective action, and track resolution.
• Target Translation: Convert company-level targets—GPU, deal volume, margins—into vertical-specific goals with defined owners and timelines.
• Programmatic Initiatives: Drive SOP implementations, system rollouts, and process improvements from design through full team adoption.
• P&L Accountability: Own the SF hub’s gross profit contribution. Understand and manage all operational levers that affect it.
• Culture: Set the standard for how the team operates, handles pressure, escalates problems, and serves customers.

Qualifications & Experience

• Leadership Experience: 5–8 years of senior leadership managing multiple functional verticals in a high-volume, consumer-facing operation.
• Sales & F&I Ownership: Direct experience owning both Sales and F&I performance with fluency in front-end and back-end margin mechanics at the deal level.
• BDC Background: Proven track record leading a BDC or inside sales function with measurable accountability to lead conversion and pipeline metrics.
• Industry Background: Experience in automotive retail or direct-to-consumer vehicle operations. Familiarity with the DTC operating model and its demands is strongly preferred.
• DMS Proficiency: Hands-on experience with CDK, Reynolds & Reynolds, or a comparable dealership management system.
• Title & Registration: Experience managing business office and title functions, including multi-state or complex regulatory environments.
• Team Building: Track record of hiring, developing, and managing performance to clear, documented standards.
• EV Knowledge: Working knowledge of or demonstrated interest in the EV market and its operational differences from traditional automotive retail.
• Customer Experience: Build a world-class sales organization that meets or exceeds customer expectations and keeps customers enthusiastic about the brand.
• Escalations Experience: Own the customer escalation funnel addressing customer concerns at the root cause, and leave customers happy and satisfied with exceptional outcomes.

Location

Costa Mesa, CA — On-Site Required. No remote or hybrid arrangements. Availability required during high-volume periods, weekend hours, and month-end close.

Compensation & Benefits

• Base Salary: $130,000 – $155,000 depending on experience.
• Annual Performance Bonus: 15% – 25% of base salary, paid annually based on KPI attainment across GPU, deal volume, team development, and operational compliance.
• Total Target Compensation: $156,000 – $201,500+.
• Benefits: Comprehensive medical, dental, and vision coverage; 401(k); stock options; PTO and sick time.