General Manager

Position Overview

As General Manager, you will provide visionary leadership to your operation, owning overall sales, growth, and profitability in a fast-paced restoration environment. We set aggressive targets and challenge you to deliver at peak performance, turning market opportunities into sustainable revenue streams. This role demands a blend of strategic oversight, hands-on coaching, and operational excellence to foster a high-achieving team culture

Key Responsibilities:
Leadership and Strategic Execution

• Execute the company's vision by delivering exceptional experiences for employees and customers, living our Core Values of integrity, innovation, and Accountability in every decision.
• Develop and lead the annual operating strategic plan, driving consistent high growth and profitability; track progress monthly and report insights to company leadership with actionable recommendations.
• Champion effective communication, coaching, training, and engagement to build a motivated team; maintain an open-door policy for resolving workplace issues, fostering positive labor/management relations and a constructive environment.
• Collaborate cross-functionally with Business Development, Finance, Operations Excellence, and Human Resources to align division goals with company-wide objectives.
• Demonstrate self-motivation, expert industry knowledge, and sound judgment to navigate complex restoration challenges, from emergency mobilizations to long-term client partnerships.
• Lead the adoption of emerging technologies and process improvements to enhance restoration efficiency and reduce project timelines.

Operations and Profitability

• Utilize division financial data to inform decision-making, setting and monitoring advanced KPIs (Kustom’s Six Signs of Success) to proactively address underperformance.
• Direct all daily operations from initial customer contact through project closeout and collections, ensuring seamless execution of restoration services that exceed client expectations.
• Establish harmonious relations among job site personnel, subcontractors, and stakeholders to minimize disruptions and maximize efficiency.
• Drive profitability by reviewing invoices, accounts payable/receivable, and division-related accounting; actively participate in cost control, waste reduction, and quality assurance to meet or exceed financial benchmarks.
• Maintain adequate equipment, materials, and resources for restoration projects; oversee job costing, procedures, and expense approvals for direct reports.
• Create and execute the Annual Operating Plan, balancing aggressive growth goals with disciplined financial oversight to deliver measurable ROI.
• Negotiate and maintain strategic partnerships with key vendors and subcontractors to ensure reliable supply of materials while controlling costs and minimizing disruptions during peak disaster seasons.

Team Development and Employee Relations
Safety and Compliance

• Embrace and model our safety-first culture, ensuring 100% compliance with all safety policies, procedures, and regulations (e.g., OSHA, IICRC standards) across restoration projects.
• Oversee risk management in high-stakes environments, from job sites to emergency responses, to protect teams, clients, and the business.

Sales and Business Development

• Manage and inspire a sales/marketing team to aggressively drive sales volume, identifying market opportunities early and converting leads to high-value restoration contracts.
• Oversee collections processes to maintain cash flow health and support revenue targets.
• Leverage industry expertise to spot trends in disaster recovery, positioning the branch as a market leader through proactive outreach and strategic partnerships.
• Implement customer feedback loops and loyalty programs to boost Net Promoter Scores (NPS) and secure repeat business from commercial and residential clients, including post-project follow-ups.

Skills & Competencies:

• Inspirational Leadership: Motivate and supervise teams through vision-setting, delegation of assignments, and conflict resolution to sustain high performance during disasters, essential for guiding diverse groups in crises.
• Strategic Planning: Craft annual plans aligning growth/profitability with company vision in volatile markets, leveraging strong critical thinking; drives proactive, goal-oriented decisions for long-term success.
• P&L Management: Monitor metrics (e.g., margins) to achieve revenue targets and control costs as a highly motivated, goal-oriented leader; core to financial accountability and aggressive growth.
• Project & Resource Management: Oversee end-to-end projects using tools like Xactimate for efficiency, with strong time management, organization, and attention to detail for accuracy and quality.
• Revenue Generation: Lead teams to close high-value contracts through value-based selling; fuels aggressive sales growth while emphasizing quality outcomes.
• Emotional Intelligence: Foster trust, empathy, and excellent interpersonal skills to manage diverse personalities and maintain morale in 24/7 emergencies; key for retention and positive relations.
• Change Management: Adapt to disruptions (e.g., supply chains) for seasonal resilience, applying critical thinking to navigate ambiguity; enables agility in unpredictable events.
• Safety & Compliance: Enforce OSHA/IICRC standards to mitigate liabilities in hazardous sites, prioritizing organization and detail for risk-free operations; protects people, projects, and profitability.
• Communication Excellence: Clearly articulate ideas verbally and in writing (reports, pitches), with comfort in public speaking to bridge field ops and executives; ensures alignment and stakeholder buy-in.
• Restoration Expertise: Master techniques for project quality and compliance, with a focus on efficiency and excellence; builds credible industry leadership.
Experience & Systems Requirements:
• Experience: 7+ years in restoration, construction, or facilities management, with at least 3 years in a senior leadership role (e.g., GM or Operations Director) driving P&L responsibility and team growth in a branch or regional setting.
• Education: Bachelor's degree in Business Administration, Construction Management, or a related field or equivalent work experience; advanced certifications (e.g., IICRC Senior Certified, PMP) preferred.
• Industry Knowledge: Proven expertise in restoration services, including emergency response protocols, insurance claims processing, and commercial/multi-family project delivery.

Physical Requirements & Working Conditions:

• Ability to perform all office activities typically expected in an office setting, including:
o Remaining seated for extended periods.
o Engaging in computer work.
o Participating in filing tasks.
o Lifting and carrying office supplies (up to 25 pounds).
• Regularly required to talk and hear while performing job duties.
• Fine hand manipulation skills (such as keyboarding).
• Exposure to general office conditions during work.
• The noise level in the work environment is usually moderate.

Environmental Conditions

• Combination of office and on-site work, requiring adaptability to different settings.

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