General Manager

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 Service Titan, 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 Service Titan, 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

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