General Manager
hace 5 días
Melbourne
About the Company 1-Tom-Plumber and Tidewater Restoration are professional, service-focused companies specializing in plumbing, drains, water damage mitigation, mold remediation, and construction services. We serve both commercial and residential customers across Florida, with a reputation built on reliability, excellence, and customer satisfaction. About the Role The General Manager is responsible for the day-to-day operational performance of both 1-Tom-Plumber and Tidewater Restoration. This role owns profitable execution, production team accountability, throughput, customer experience, operational discipline, and growth across all divisions. The GM reports to Ownership Group / Operations Leadership and is ultimately responsible for operational execution across the company. Direct Reports Restoration Team Leader, Reconstruction Team Leader, Lead Technician/Plumbing Team Leader, Project Managers, Field Supervisors Key Responsibilities Operational Leadership & Accountability • Lead day-to-day operations across plumbing, restoration, reconstruction, dispatch, and administrative coordination, • Hold department leaders accountable to KPIs, standards, and expectations, • Maintain operational alignment between field and office teams, • Resolve escalated operational issues quickly Revenue & Profitability Management • Own overall company operational performance, including revenue, gross margin, average ticket, technician productivity, and close rates, • Identify and address operational margin leakage, • Partner with Finance Leadership on profitability reporting Team Leadership & Development • Develop leaders within each division and conduct regular leadership meetings and accountability reviews, • Coach Team Leaders, Project Managers, Dispatch, and Administrative staff, • Build a culture of urgency, accountability, professionalism, and teamwork Customer Experience • Ensure high-quality customer communication standards and resolve escalated customer concerns, • Maintain and reinforce review capture systems across all divisions Systems & Process Enforcement • Ensure SOPs are consistently followed and partner with Operations Leadership on process improvement, • Maintain operational discipline within ServiceTitan, Albi, Clean Claims, and Paycom Scheduling & Throughput Oversight • Oversee scheduling across all divisions to ensure technician utilization, job velocity, and booking efficiency Fleet, Equipment & Operational Readiness • Ensure trucks, equipment, and warehouses remain organized, maintained, and operationally ready Reporting & KPI Accountability • Review and report on revenue by division, gross margin, technician productivity, job cycle time, days to invoice, AR aging, callback rates, and scheduling efficiency Qualifications • 7+ years of leadership experience in plumbing, restoration, construction, or home service industries, • Proven experience managing operations with full P&L responsibility and financial accountability, • Demonstrated success leading multiple departments, including Production, Sales, Customer Service, and Administration, • Strong financial management skills, including budgeting, forecasting, KPI tracking, and performance reporting, • Exceptional leadership, coaching, team development, and conflict resolution abilities, • Experience with field service management platforms such as ServiceTitan, Albi, or similar preferred, • High level of professionalism, integrity, accountability, and customer-focused decision-making, • Self-motivated, results-driven leader with a track record of improving operational performance and driving revenue growth Compensation & Benefits Compensation: Base Salary: $95,000–$145,000, depending on experience (typical starting base around $115,000) Quarterly Performance Bonus: Annual target of up to $20,000, based on individual and company performance Total Compensation Potential: Up to $135,000–$165,000 for strong performers Annual Merit Increases: Typically 3%–5%, based on performance and market benchmarking Benefits: • Company-sponsored medical insurance (employee contribution approximately $10/week), • Dental and vision insurance, • 401(k) with up to a 3% company match, • 10 days of paid time off (PTO), • 8 paid holidays annually, • Company vehicle or vehicle allowance (if applicable), • Company phone, laptop, and necessary technology provided, • Paid training and professional development, • Career advancement opportunities within a rapidly growing company, • Team-oriented, family-focused culture with leadership that invests in your success