The posting
POSITION SUMMARY
The General Manager is responsible for leading the day-to-day operation and performance of a Hello Garage business. This role leads and develops the team, drives sales and production performance, manages business and financial results, oversees operational execution, and makes sound decisions that support profitable growth and a remarkable customer experience. The General Manager must understand the core sales and production processes well enough to recognize strong performance, identify gaps, coach employees, and step into the work when needed. The General Manager reports to the franchise owner.
Lead, Manage & Develop the Team
Recruit, interview, hire, onboard, train, and develop employees to support business needs.
Set clear expectations and provide employees with regular direction, feedback, recognition, and accountability.
Conduct meaningful quality assurance (QA) reviews with Sales and Production team members.
Coach employees to established Hello Garage processes and standards, reinforcing both what is expected and why it matters.
Address performance concerns, conduct difficult conversations when necessary, and make appropriate staffing and performance-management decisions.
Lead effective sales, production, and team meetings that include meaningful communication, training, and coaching.
Prioritize high-value leadership activities, including coaching, training, recruiting, and team development.
Lead Sales Performance
Understand and demonstrate Sales the Hello Garage Way, including the purpose and rationale behind each part of the process.
Perform a sales appointment from start to finish when needed in order to effectively evaluate and coach the sales process.
Observe and evaluate Design Consultant performance, identify gaps, and provide actionable coaching.
Use sales performance measures and reports to identify trends, diagnose performance gaps, and determine appropriate actions.
Ensure the sales team uses required tools, systems, and processes consistently.
Lead Production, Quality & Service Performance
Understand the Hello Garage floor coating and storage installation processes well enough to evaluate performance, support the team, and coach to company standards.
Participate in installation work when needed and understand the steps required to complete a quality project.
Conduct production QA and identify quality, safety, process, and warranty-prevention concerns.
Manage production scheduling and staffing based on backlog, sales trends, job requirements, and available capacity.
Oversee service and warranty work, including reviewing the original customer agreement, determining applicable coverage, estimating required resources, and following the established service process.
Understand and communicate the production incentive bonus and other applicable production expectations.
Manage Business Performance & Profitability
Understand the profit and loss (P&L) statement, major revenue and expense categories, cash-flow drivers, and key manageable expenses.
Review KPIs, reports, and business-performance information; understand what drives the results and take appropriate action to improve performance.
Use business information to support budgeting, forecasting, staffing, scheduling, training, and operational decisions.
Monitor job profitability and understand how pricing, labor, materials, discounts, expenses, and operational decisions affect business results.
Partner with the franchise owner and appropriate support resources on financial performance and business priorities.
Manage Operational Execution
Manage material levels, ordering, receiving, and availability to support scheduled work.
Complete and/or oversee monthly inventory processes.
Ensure required business systems and resources are used effectively, including customer relationship management, sales, accounting/reporting, communication, and Hello Garage resource platforms.
Oversee routine payroll-related responsibilities for Sales and Production as assigned.
Maintain effective day-to-day coordination across Sales, Production, service, customers, and business-support activities.
Know where to locate current Hello Garage training, standards, tools, and resources and ensure the team uses current information.
Make Sound Business & Customer Decisions
Make timely day-to-day decisions related to staffing, customer issues, service/warranty work, scheduling, materials, expenses, equipment, discounts, and other operational needs within established authority.
Use available data, company standards, customer commitments, and business impact to evaluate options and determine appropriate action.
Resolve customer concerns professionally and in a timely manner while protecting the customer experience and the business.
Recognize when a decision requires franchise-owner approval, additional expertise, or support from Hello Garage resources.
Maintain a high standard of professionalism and support a culture aligned with the company’s Purpose, Mission, and Values.
Compensation: $100,000 - $130000 (base + bonus, dependent on experience)
KEY PERFORMANCE EXPECTATIONS
Build and maintain a capable, accountable team.
Drive consistent execution of the Hello Garage sales and production processes.
Improve performance through meaningful QA, coaching, training, and follow-through.
Use KPIs and financial information to identify issues and take appropriate action.
Maintain appropriate production capacity, materials, staffing, and operational readiness.
Support profitable growth while delivering a remarkable customer experience.
REQUIRED KNOWLEDGE, SKILLS & ABILITIES
Knowledge of management and people-leadership principles and practices.
Ability to learn and understand sales, construction/installation, and service processes sufficiently to evaluate and coach performance.
Ability to read and interpret P&L statements, KPIs, reports, and other business-performance information.
Ability to make sound operational decisions using business data, company standards, and available resources.
Strong coaching, feedback, communication, facilitation, and conflict-management skills.
Ability to prioritize competing responsibilities and focus time on high-value leadership activities.
Proficiency using business technology and the ability to learn required Hello Garage systems and platforms.
Strong verbal and written communication skills.
Ability to move about job sites, work from floor level when necessary, and ascend and descend a ladder.
EDUCATION & EXPERIENCE
College degree or equivalent combination of education and relevant experience.
Minimum three (3) years of leadership, sales management, general management, operations, or comparable experience; B2C experience preferred.
Experience coaching employees and managing performance.
Valid driver’s license and safe driving record.
ROLE READINESS
A successful General Manager should be able to demonstrate the ability to:
Coach employees and conduct meaningful sales and production QA.
Run a Hello Garage sales appointment and recognize what good sales execution looks like.
Work effectively on a production job and recognize what good installation execution looks like.
Lead effective sales and production meetings that include meaningful training and coaching.
Navigate required business systems and locate current resources.
Order materials and manage inventory needs.
Explain key P&L categories, KPIs, and the factors that influence business results.
Make sound day-to-day decisions and operate the business with limited supervision.
GENERAL STATEMENT
The statements in this job description are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required. Responsibilities may change based on business needs. Each Hello Garage franchise office is independently owned and operated.
Thrasher Group and their affiliates are an Equal Opportunity Employer. All employment offers are contingent upon the successful completion of a background check. We reserve the right to verify employment history, education, and any other information relevant to the hiring decision.
