Job Title: General Manager
Department: Executive Leadership
Work Hours: Our standard business hours are Monday through Friday, 7:00 AM to 5:00 PM.
As a member of the executive leadership team, the General Manager is
expected to maintain a presence during core business hours while also
demonstrating flexibility to meet the demands of the role. This may include
extended hours, early mornings, or occasional after-hours availability to support
operations, resolve escalated issues, or participate in leadership meetings.
FLSA Status: Exempt
Pay Scale: $156,000-$166,000 Annual
Position Summary: The General Manager is responsible for overseeing and aligning all
operational, sales, and administrative functions of the company to meet strategic and financial goals. This includes direct supervision of the Operations, Sales, and Accounting Managers, while ensuring consistent use of company systems, policies, procedures, and technologiesincluding full and effective utilization of ServiceTitan for workflow execution and performance tracking.
This role plays a critical part in driving day-to-day execution, continuous
improvement, and team accountability, while serving as a key liaison between
management teams and the CEO/President.
Reports To: CEO/President
Required Qualifications:
- Valid driver’s license; insurable under company policy
- 5+ years as General Manager or equivalent senior leadership role
- Associate’s Degree or higher
- Experience managing a $10M+ HVAC or skilled trades organization
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Demonstrated ability to lead and manage teams effectively
- Highly organized, self-motivated, and detail-oriented
Preferred Qualifications:
- 10+ years in management within the trades industry
- Bachelor’s Degree in Business, Construction Management, or similar
- Proven experience managing a $5M+ business
- Experience with QuickBooks or equivalent financial software
- Strong P&L, budgeting, and job costing expertise
- Proficient in ServiceTitan, with experience in operationalizing its features across departments
Key Competencies for Success:
- Strategic Thinking & Business Acumen
- Process Discipline & Systems Thinking
- Data-Driven Decision Making
- Team Leadership & Accountability
- Communication (Written & Verbal)
- Change Management
- Problem-Solving & Conflict Resolution
- Time Management & Stress Tolerance
- Entrepreneurial Drive
Key Responsibilities:
Leadership & Strategy
- Translate the strategic vision and goals set by the CEO/Board into actionable plans for each department
- Oversee and support the Operations, Sales, and Accounting Managers, holding them accountable for performance, efficiency, and adherence to company policy
- Foster a culture of high performance, clear communication, and continuous improvement
- Lead weekly manager meetings and contribute to broader leadership discussions on organizational effectiveness
Operations & Process Oversight
- Ensure all departments follow and document daily work using ServiceTitan and other internal systems
- Monitor key operational reports (billing, productivity, job costing, cash flow) and follow up with appropriate managers
- Approve purchases and overhead expenses in line with established authority and budget
- Ensure departmental compliance with internal workflows, including scheduling, dispatching, invoicing, and customer communication
ServiceTitan & Systems Accountability
- Ensure all departments fully utilize ServiceTitan for job tracking, performance reporting, costing, customer interactions, and employee accountability
- Work with the operations and office managers to identify inefficiencies in workflow or gaps in system use; implement solutions to improve execution and tracking
- Lead the enforcement and evolution of standard operating procedures (SOPs) within ServiceTitan and across departments
- Ensure there are documented and up-to-date Standard Operating Procedures (SOPs) for every department and role within the company, including desk-level procedures for all positions
- Oversee the development and ongoing maintenance of all operational, administrative, and field-based process documentation to ensure continuity, training efficiency, and scalability
Sales & Financial Oversight
- Support and supervise the sales department, including residential and commercial project pipelines
- Develop and lead weekly sales meetings, review closing ratios, follow-ups, and pricing strategy
- Provide leadership for project estimating, contract negotiation, and profitability analysis
- Assist with the development and review of annual budgets and departmental KPIs
- Conduct ongoing P&L and job cost reviews to ensure profitability and proper allocation of resources
People & Culture
- Lead and support hiring, development, coaching, performance management, and terminations
- Support the Managers with employee issues, training needs, and leadership development
- Act as a resource and problem solver for interdepartmental disputes or escalations
- Promote a high-performance, customer-focused culture
Customer & Vendor Relations
- Serve as final escalation point for unresolved customer concerns
- Maintain strong vendor relationships; negotiate terms, discounts, and contracts as needed
Other Duties as Assigned
- Fill in or support key manager roles as necessary
- Attend training, leadership development sessions, and industry events
- Contribute to high-level commercial projects and ensure company execution standards are met
Key Performance Indicators (KPIs):
1. Departmental Performance Accountability
Description: Ensure all department heads (Ops, Sales, Marketing) meet their defined KPIs.
- Target: 90%+ of departmental KPIs achieved per quarter.
- Measured By: Aggregated reports and quarterly reviews with each department.
2. Company Gross Profit Margin
Description: Oversee pricing strategy, job costing accuracy, and labor efficiency to protect margins.
- Target: Maintain 40% gross margin.
- Measured By: Monthly P&L reviews and job cost reports.
3. EBITDA/Net Operating Profit
Description: Drive profitability through operational control, sales oversight, and budget discipline.
- Target: Achieve annual EBITDA goal as defined in budget.
- Measured By: Monthly financial reports.
5. Strategic Initiative Completion
Description: Deliver company-wide initiatives on time (e.g. Internal Warranty Program, Training Programs with each Dept., expansion goals).
- Target: 90% initiatives completed on time and within scope.
- Measured By: Project tracking and leadership team check-ins.
6. Customer Satisfaction & Brand Reputation
Description: Oversee customer experience across departments to ensure consistent, high-quality service.
- Target: 4.6/5 average score on customer reviews; <5% negative feedback requiring escalation.
- Measured By: Survey reports and reputation management platform.
7. Revenue Growth vs. Budget
Description: Ensure the business is meeting or exceeding sales/revenue goals.
- Target: Achieve or exceed monthly/quarterly revenue forecasts.
- Measured By: Sales reports and budget vs. actual tracking.
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.
Physical Demands:
The work environment is typical of standard office settings. Employee sits often, including for computer work. Reaching will be required involving extending arms in any direction. Office equipment, such as a computer and telephone will be used, requiring the use of hands and fingers to manipulate a keyboard or keypad. Visual ability to read a computer screen or written documents is necessary. Hearing is necessary to receive detailed information through oral communication. Consistent and regular attendance is required to ensure course scheduling is not disrupted.
Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
