General Manager - Rochester, NY
2 days ago
Job description
Description
The General Manager is responsible for the overall leadership, strategic direction, and financial performance of Ryan Plumbing & Heating. This role oversees a team of managers who are directly responsible for daily operations, service, installation, sales, customer experience, safety, and administrative functions that ensure profitable growth, operational excellence, and a strong team culture.
This role exists to develop leaders and create a self-sustaining organization. The General Manager's success is measured by how well the company runs with their oversight and influence.
Key Responsibilities
Strategic Leadership & Growth
- Develop and execute short- and long-term business strategies aligned with company goals
- Drive revenue growth through service, maintenance agreements, replacement sales, and new business development
- Analyze KPIs including revenue, gross margin, labor efficiency, average ticket, and customer retention
- Identify market trends and competitive positioning opportunities
Operations Management
- Collaborate with management team to ensure operational excellence
- Implement and maintain standard operating procedures (SOPs)
- Monitor service quality, callbacks, and warranty performance
Financial Oversight
- Manage P&L, budgets, forecasting, and cash flow
- Set pricing strategies and margin targets
- Monitor and adjust according to labor costs, material costs, and overhead expenses
- Review financial reports monthly with management team
Team Leadership & Development
- Recruit, hire, train, and retain all positions
- Establish performance goals and conduct regular evaluations
- Foster a culture of safety, accountability, empathy and continuous improvement
- Support the professional and financial development of all leaders and potential leaders.
- Develop and sustain technical and professional educational opportunities for all team members
Customer Experience & Sales
- Ensure exceptional customer service standards are met and continuously improved
- Oversee service agreement programs and customer retention initiatives
- Foster sales growth based upon the needs of and benefits to the client
- Resolve escalated customer issues professionally and efficiently
- Lead branding and marketing efforts for the Ryan brand
Qualifications
- 5+ years of leadership experience
- Strong knowledge of service operations and field management
- Demonstrated success leading teams and driving revenue growth
- Strong communication, leadership, and problem-solving skills
- Experience with service management software (e.g., Service Titan or similar) preferred
- Strong Emotional Intelligence and delegation maturity
Benefits
- Competitive pay + performance bonus
- Comprehensive health insurance (including dental and vision)
- Health Saving Account with company contribution
- Paid Life Insurance
- 401(k) plan with company matching
- Generous paid time off
- Paid Holidays
About Ryan Plumbing
Company Overview
Since 1999, Ryan Plumbing & Heating has provided various mechanical and energy system solutions to property owners in the Greater Rochester, NY region. We are dedicated to delivering exceptional HVAC, heating, and air conditioning solutions through our skilled technicians and unwavering commitment to customer satisfaction.
Why Work For Ryan Plumbing & Heating?
We offer a great working environment and company culture that values the growth and professional development of our employees while providing a place for customers relationships to thrive.
Join the team
If you are ready to contribute to a thriving company that values integrity and customer satisfaction, we invite you to apply at Ryan Plumbing & Heating today
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