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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, influences quality, drives exceptional customer care, and builds the employment culture. This role serves employees by creating and maintaining safe, efficient, and productive operations, with direct oversight of the branch financially and operationally, including responsibility for results in productivity, methods of work, profit and loss, and employee retention.

Responsibilities

• Understands and embodies NSM's Vision, Mission, and Values, setting an example as a leader.
• Holds full oversight and responsibility for branch revenue, transaction cycle time, product margins, inventory management, expense control, and EBITDA.
• Reviews Profit and Loss Statements and creates/executes improvement actions in partnership with the Region Area Director.
• Understands all Key Performance Indicators (KPIs) for the branch and reports metrics to leadership.
• Utilizes the Branch Operations Dashboard to communicate performance, identify opportunities, and lead action plans for improvement.
• Provides leadership in marketplace growth programs and understands the competitive landscape.
• Serves as primary contact for Referral Sources and conducts Quarterly Business Reviews.
• Oversees and assists sales teams to drive market growth and identifies new referral sources.
• Manages inventory to ensure cost-effective sales and rental inventories, maintaining quality counts and security.
• Owns the client’s experience in the branch, identifying improvements through feedback and checklists.
• Manages and develops customer service specialists, technicians, and other team members.
• Creates a positive working environment, leading, developing, and communicating with branch members.
• Understands staffing requirements and ensures timely filling of open positions.
• Leads selection and hiring activities, participating in local recruitment and ensuring execution of the onboarding program.
• Conducts 60-day reviews for new hires to provide feedback.
• Ensures development of all team members, including completion of assigned training and competencies.
• Leads ongoing development activities utilizing company training resources.
• Provides ongoing feedback and facilitates Performance Management Processes for the branch.
• Addresses performance issues in a timely manner.
• Owns the work culture in the branch, reviewing survey results and developing retention programs.
• Creates a supportive environment and leads by example in embracing diversity and inclusion.
• Drives an active local recognition program.
• Conducts Branch Assessment Tool quarterly and takes action on findings.
• Drives client orders efficiently, ensuring timely entry and approval.
• Reviews Missing Information Reports to ensure quality submissions and trains team members on new order elements.
• Ensures all employees are trained on role-related technology, serving as a local subject matter expert.
• Accountable for organizational activities and operations compliance with company policies, laws, and standards.
• Collaborates with Human Resources to resolve employee concerns and addresses client concerns at the branch level.
• Assures proper maintenance and care of facilities, vehicles, and property.
• Ensures 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.
• Exemplifies a servant leadership mentality.
• Ability to communicate effectively (both verbal and written) with leadership, clients, referral sources, and support staff.

Skills

• Leadership
• Financial Management
• Operational Oversight
• Customer Care
• Team Development
• Inventory Management
• Sales Support
• Business Development
• Client Relationship Management
• Performance Management
• Recruitment
• Onboarding
• Training
• Diversity and Inclusion
• Technology Proficiency
• Compliance Management
• Problem-Solving

Location

• Field Operations

Work Type

• Full-time

Experience Level

• Minimum of 5 years of progressive management experience

Education Level

• Bachelor's Degree or equivalent work experience

Benefits

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

About the Company

• 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.
• Working at National Seating & Mobility is an opportunity to build a meaningful career, while leaving a lasting impact on the lives of those we serve.
• Located across the United States and Canada, we strive for diversity.