General/operations Manager

General Manager

The General Manager (GM) oversees all day-to-day operations of the handyman service franchise. This includes managing staff (craftsmen, office coordinators), ensuring outstanding customer service, meeting financial goals, and ensuring all work is delivered with high quality and safety standards. The GM is responsible for driving growth, optimizing scheduling, and upholding company values.

Key Responsibilities

Operations Management

• Oversee scheduling, dispatching, and completion of service jobs.
• Ensure that jobs are completed on time, within budget, and meet quality standards.
• Monitor job performance metrics (on-time arrival, first-time fix rate, etc.).

Team Leadership

• Recruit, hire, train, and retain skilled craftsmen.
• Conduct performance reviews and provide coaching and mentorship.
• Foster a positive, accountable team culture.

Customer Satisfaction

• Resolve customer complaints or escalations professionally.
• Monitor Net Promoter Scores and reviews to improve service.
• Ensure compliance with safety standards and company policies.

Financial & Sales Oversight

• Track daily revenue, gross margin, and profit performance.
• Work with marketing and sales staff to grow job volume and revenue.
• Manage franchise P&L (Profit & Loss) and hit revenue targets.

Compliance & Licensing

• Ensure all work complies with local/state regulations and that craftsmen operate within licensed scopes.
• Maintain records of insurance, certifications, and licenses.

Strategic Growth

• Identify opportunities for upselling services or bundling jobs.
• Build relationships with repeat customers and community partners.
• Implement systems to streamline job quoting, CRM usage, and customer communication.

Qualifications

• Experience in construction, facilities, or home improvement operations preferred.
• Strong leadership, organizational, and communication skills.
• Proven ability to manage field and office staff.
• Financial acumen: budget management and forecasting.
• Knowledge of local/state licensing and permitting requirements (varies by state).
• Experience with scheduling/dispatch software is a plus.
• Sales and/or marketing – a basic understanding of sales and marketing and the differences between the two, a plus
• QuickBooks Online or other accounting knowledge, a plus
• Customer-facing experience, a plus
• ServiceTitan experience is a major plus

Build fun and rewarding career with an industry leader! Apply now!