General Manager (Seattle/Fremont Location)
8 days ago
Seattle
Job DescriptionDescription: Direct Supervisor(s): CEO or Equivalent Position Facility: Fremont Department: Operations Department Level: L5 Salary Range: $80,000 - $100,000 Bonus Eligible: Yes Position Summary The L5 General Manager (GM) ensures the mission, vision, values, and core focus of Experience Momentum are upheld and lived out daily. This role is accountable for the operational health, cultural environment, financial performance, and integrated service delivery of their location. The GM leads through—owning local Rocks, cascading messages, driving accountability, strengthening cross-departmental integration, and supporting the company’s strategic direction. This position is both a leadership and service role. GMs maintain a combination of client-facing work and management responsibilities, with the balance flexible and determined collaboratively with the CEO based on the needs of the location, seasonality, business priorities, and individual strengths. L5 General Manager Role Accountabilities • Location Operational Excellence: Ensures smooth daily operations, problem-solving proactively, and removing barriers for staff and clients., • Leadership + Team Development: Leads, manages, and holds the team accountable (LMA). Supports managers in developing their people, executing Rocks, and upholding EM standards., • Financial Performance of the Location: Reviews and responds to Profit & Loss (P&L), revenue drivers, utilization trends, and operational expenses to support profitability and sustainability goals., • Integrated Service Delivery: Ensures physical therapy, massage therapy, nutrition, fitness, and front desk functions operate cohesively, with strong referral pathways and shared client experience standards., • Culture + Core Values Stewardship: Models EM’s core values in every interaction, ensuring a supportive, inclusive, accountable, and growth-minded environment., • Client Experience Leadership: Sets and maintains high standards for customer care, directly contributes to service delivery as needed, and coaches staff in creating “raving fans.”, • Community Engagement & Local Relationships: Builds connections that strengthen EM’s local presence, reputation, and partnership opportunities. Leadership & Management (LMA) • Lead and coach the L4 leadership team; conduct recurring L4 meetings to integrate departments, address issues, and celebrate wins., • Conduct regular 1:1s, performance reviews, and development conversations., • Support L4s in identifying performance gaps, skill development needs, and implementation strategies., • Participate in interviewing, hiring, onboarding, and staff development planning., • Ensure all departments have the equipment, supplies, and resources needed., • Oversee facility maintenance, safety, and upgrades., • Provide direct revenue-generating services as appropriate for the GM’s discipline., • Participation may include client sessions, classes, workshops, events, seminars, and community service activities. The L5 GM role requires both service provision and operational leadership. Because business needs fluctuate, the GM’s allocation of time is intentionally flexible. The GM and CEO will regularly review: • Current staffing, • Location performance, • Operational demands, • Strategic priorities, • Client-facing work, • Leadership and personnel management, • Operational oversight Financial Leadership • Monitor and understand P&L statements and dashboard metrics., • Approve location-specific write-off requests., • Align staffing decisions with budget constraints, productivity expectations, and long-term financial goals., • Cascade company priorities and messages effectively., • Ensure quarterly Rocks are created, aligned with the VTO, and executed., • Maintain and build local relationships that support referral pathways and brand visibility., • Identify gaps in policy or SOPs; lead or partner in updating or creating new documents., • Location revenue and profitability targets, • Interdepartmental referral strength, • Team engagement scores (e.g., Gallup), • Achievement of quarterly Rocks, • Reduction in operational issues or repeat issues, • Staff retention + performance, • Client satisfaction and NPS/raving fan indicators L5 General Manager Traits & Skills (GWC: Gets it, Wants it, Capacity to Do it) Gets It • Understands holistic, integrated clinical + fitness business model, • Deep understanding of EM’s mission, core values, and growth strategy, • Passionate about supporting people, improving operations, and serving the community, • Values leadership transparency, development, and accountability, • Able to lead with clarity, empathy, and directness (“care personally, challenge directly”), • Strong organizational and follow-through abilities, • High emotional intelligence and approachability, • Confident decision-making and delegation, • Effective communication—written and verbal, • Working knowledge of financial and productivity metrics, • Comfortable managing multiple priorities in a fast-paced environment, • Technical literacy with MS Office and EM systems, • Ability to diagnose performance issues and guide staff toward success, • Management or director-level experience overseeing $1M+ revenue and 6+ staff, • Experience with team development and performance management, • Experience organizing and executing departmental plans, revenue strategies, and growth initiatives, • Current CPR/AED certification preferred, • Able to work up to 40 hours/week and meet all role accountabilities, • Able to manage competing needs of clients, staff, and leadership, • Able to maintain professional communication standards in all settings, • Emotionally and physically able to work in a dynamic, high-activity environmentRequirements: