SUMMARY:
The General Manager is responsible for the overall performance and leadership of an assigned CollisionRight repair center. This position has full accountability for the center's financial performance, operational execution, teammate leadership, customer experience, quality, safety, and local market growth.
The General Manager leads the center team to achieve established financial and operational goals while creating a high-performing, teammate- and customer-focused culture. Working closely with the Regional Manager and Support Center partners, the General Manager ensures consistent execution of CollisionRight standards, develops talent, strengthens customer and business relationships, and identifies opportunities to continuously improve center performance.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Business & Financial Performance
- Assume full responsibility for center performance, including profit and loss (P&L), revenue, profitability, operating expenses, labor performance, materials and supply costs, accounts receivable, and other established financial objectives.
- Achieve monthly operating plan and established key performance indicators (KPIs) by ensuring center leaders and teammates understand expectations and have the training, resources, and accountability necessary to deliver results.
- Regularly review center scorecards, financial results, and operational performance to identify trends, understand root causes, and implement corrective action when performance is below expectations.
- Partner with the Regional Manager to establish center goals, develop action plans, and communicate progress, risks, and business needs.
- Effectively manage staffing and other center resources to support workload, productivity, customer demand, and financial objectives.
People Leadership & Culture
- Provide leadership, direction, coaching, and accountability to all center teammates while fostering a collaborative, high-performing, and respectful work environment.
- Build and maintain an effective center team through hiring, onboarding, training, development, performance management, recognition, and retention.
- Develop center leadership and identify high-potential teammates to strengthen succession planning and create opportunities for internal growth.
- Provide timely and meaningful performance feedback and address performance, attendance, behavioral, and other workplace concerns appropriately.
- Partner with People Operations on employee relations matters, corrective action, policy interpretation, investigations, accommodations, and other teammate matters as appropriate.
- Partner with Talent Acquisition and the Regional Manager to proactively identify staffing needs and maintain appropriate staffing levels.
- Ensure company policies, employment practices, and leadership expectations are consistently applied throughout the center.
Operational Excellence, Quality & Customer Experience
- Lead the overall workflow and production of the center to ensure vehicles move efficiently through the repair process while meeting quality, safety, cycle-time, and customer expectations.
- Maintain accountability for repair quality and ensure established repair procedures, OEM requirements, company standards, and appropriate quality-control processes are consistently followed.
- Ensure center leaders effectively manage technician productivity, work in process, scheduling, repair planning, parts, and other operational drivers.
- Maintain a strong customer-focused culture and ensure concerns are addressed with urgency, professionalism, and appropriate follow-through, including recovery of dissatisfied customer and NPS experiences.
- Ensure the center complies with applicable federal, state, and local regulations, environmental requirements, safety standards, and CollisionRight policies.
- Ensure required equipment, tools, and safety resources are properly maintained and utilized and that teammates complete required technical, safety, OEM, and company training.
Sales, Strategic Accounts & Market Growth
- Build and maintain strong relationships with customers, insurance partners, dealerships, vendors, and other referral and business partners within the local market.
- Partner with Sales and Strategic Accounts teams to support existing relationships, execute customer and program requirements, and identify opportunities to grow center revenue and market presence.
- Ensure the center consistently delivers on DRP, strategic account, and customer commitments through strong operational execution, quality, communication, and service.
- Identify local business-development opportunities and partner with the Regional Manager and appropriate Support Center teams to support growth.
- Represent CollisionRight professionally within the local market and protect the company's reputation and customer relationships.
Organizational Partnership & Execution
- Serve as the primary leader and point of accountability for the center, ensuring company priorities and initiatives are effectively communicated and executed.
- Maintain regular communication with the Regional Manager regarding performance, staffing, customer concerns, operational challenges, and emerging business risks.
- Partner collaboratively with People Operations, Talent Acquisition, Finance, Safety, Training, Sales, Strategic Accounts, IT, and other Support Center teams to support center performance.
- Lead the center through organizational change, new processes, technology implementations, acquisitions/integrations, and other company initiatives as applicable.
- Identify operational barriers and opportunities for improvement and partner with the Regional Manager to develop sustainable solutions.
QUALIFICATIONS:
- High school diploma or equivalent required; Bachelor's degree in business, management, or a related field preferred.
- Minimum of 3 years of leadership experience within collision repair, automotive operations, or a related multi-faceted service environment.
- Demonstrated ability to lead teams and drive financial, operational, customer, and people results.
- Strong financial acumen with experience managing P&L, budgets, costs, productivity, and business performance.
- Proven ability to use KPIs, scorecards, and operational data to identify trends and improve results.
- Strong leadership, coaching, communication, organizational, and problem-solving skills.
- Working knowledge of collision repair processes, industry standards, repair procedures, and safety requirements.
- Experience with CCC or similar estimating and repair management systems preferred.
- Ability to build effective relationships with teammates, customers, business partners, and cross-functional teams.
- Ability to manage multiple priorities and make sound decisions in a fast-paced operating environment.
- Valid driver's license and ability to meet company driving requirements.
