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National Seating & Mobility · 4 weeks ago

General Manager - Multi-site

Van Nuys, California, United States

Full-time

Onsite

Senior Level

$70K/yr - $80K/yr

5+ years exp

National Seating & Mobility is dedicated to providing mobility solutions that enhance the independence of their clients. The General Manager of Field Operations is responsible for overseeing branch operations, ensuring exceptional customer care, and driving productivity and employee retention. This role includes financial oversight, leadership in growth programs, and fostering a positive work culture.

Health CareInformation TechnologyMedical

Responsibilities

Understands NSMs Vision, Mission, and Values. Embodies the values of Honor, Excellence, Accountability, Respect, Teamwork, and Service. Sets the example as a leader in the organization

Full oversight and responsibility for branch revenue, transaction cycle time, product margins, inventory management, expense control, and EBITDA. Reviews Profit and Loss Statements (P&Ls) and creates/executes actions for improvement in partnership with the Region Area Director

Understands all Key Performance Indicators (KPIs) for the branch. Reports appropriate metrics to Division Vice President, Regional Area Director, and all branch team members. Utilizes the Branch Operations Dashboard to communicate performance, explaining areas of strength and identifying areas of opportunity. Leads action plans to improve metrics that are under-performing to standards, but also recognizes and celebrates strong results with the broader team

Provides leadership in growth programs in the marketplace. Knows the market related to competition. Serves as primary contact (in partnership with the sales team) to all Referral Sources and conducts Quarterly Business Reviews with key partners. Addresses relationship or performance standards that are not meeting/exceeding client standards

Oversees and assists sales teams, including ATP, RTS and Home Access roles to drive growth in the market. Assists sales team members by educating them on the market, knowing where growth opportunities may exist. Seeks new referral sources and builds relationships as a business development method

Manages inventory to ensure sales and rental inventories are managed in a cost-effective manner. Ensures quality inventory counts, protects inventory from theft, and is diligent in ensuring inventory transfers are documented

Owns the client’s experience in the branch. Always strives to identify improvements for customer experience through Press Ganey results, client feedback, and referral source feedback. Conducts the Client Care Management Checklist on a daily/weekly/monthly basis, as required. (Reviewing the CSR queue, not scheduled deliveries, receiving product management, etc.) Responsible for managing and developing customer service specialists, technicians, and other team members to ensure compliance with all company standards

Creates a positive working environment for all team members. Actively leads, develops, and communicates to all branch members, ensuring each team member is supported and has the potential to be successful in their role. Understands staffing requirements for the branch and ensures open positions are filled in a timely manner

Leads activities in selection and hiring, actively participating in local recruitment to assist Human Resources. Selects quality talent and ensures execution of the onboarding program of new hires. Conducts a 60-day review for each new hire, to provide feedback or address areas of concern

Ensures development of all team members. Ensures that assigned training (including compliance required training and competencies) is completed by required due dates. Leads ongoing development activities for all employees, utilizing NSM University training, supplier training, and other relevant training provided by the company

Provides ongoing feedback for all team members. Facilitates Performance Management Processes (annual reviews, documented feedback, PIPs, etc.) for the branch, in partnership with Human Resources. Addresses performance issues in a timely manner

Owns the work culture in the branch. Reviews and creates action plans related to branch culture survey results. Develops retention programs through listening sessions, weekly communications (weekly branch meetings), one-on-one meetings, daily coaching, etc. Creates a supportive environment where all employee talents can be maximized and celebrated. Leads by example in embracing diversity, inclusion, and belonging. Drives an active local recognition program to highlight performance and key contributions

Conducts Branch Assessment Tool on a quarterly basis. Takes action on findings, addressing quality or gaps in performance

Drives client orders efficiently in the branch. Takes ownership for quality orders getting being entered and approved in a timely basis. Reviews Missing Information Reports, to ensure quality submissions. Provides feedback and trains team members who lack quality or timeliness on new order elements, whether it be new product or repairs

Ensures that all employees are trained on the technology elements related to their role, to include Mobility Advisor. Serves as the local subject matter expert on branch related technologies

Accountable for organizational activities and operations being carried out in compliance with company policies and procedures, applicable federal, state, and local laws, as well as Joint Commission standards

Collaborates with Human Resources to resolve employee concerns and issues. Addresses and resolves 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

Qualification

Progressive management experienceFinancial oversightLeadership skillsCustomer service managementCommunication skillsBachelor’s DegreeServant leadership mentality