General Manager

Job description

# General Manager **Guy Smith Home Services | Norfolk, VA** **Base up to $200k plus Bonus based on EBITDA & Revenue Performance + Equity opportunity** ## Lead the Business. Develop the People. Scale the Operation. Guy Smith Home Services is looking for a General Manager to lead our Norfolk operation through its next stage of growth, with full responsibility for people, process, customer experience, and financial performance. This is a high-growth environment. The business is evolving quickly, and we need a leader who can create structure without slowing momentum, develop managers and frontline teams as the organization grows, improve processes as complexity increases, and keep the customer experience strong throughout that growth. The General Manager will have **complete ownership of the P&L** and responsibility for translating business goals into results. You’ll need to understand what is driving revenue and profitability, where the operation is falling short, and what needs to change to improve performance. Just as importantly, we’re looking for a leader who knows how to build strong teams, navigate change, make difficult decisions, learn from experience, and continuously improve the way the business operates. ## A Local Business with the Resources to Think Bigger Guy Smith Home Services is part of **Sila Services**, a rapidly growing home-services platform with **47 brands and 54 locations across 14 states**. Sila brings together leading HVAC, plumbing, and electrical businesses while investing in the people, technology, training, and operational capabilities needed to accelerate growth. As a portfolio company of **Goldman Sachs Alternatives**, Sila combines the entrepreneurial environment of locally operated home-services businesses with the resources and growth ambitions of a scaled national platform. For the General Manager at Guy Smith, that means the opportunity to lead a local business with real ownership while having access to broader resources, experienced leaders, best practices, and career opportunities across a growing organization. ## What You’ll Own - Full P&L responsibility, including revenue, gross margin, labor, operating expenses, and profitability. - Overall leadership of field operations, customer service, sales, and office support. - Building the people, processes, and operating structure needed to support continued growth. - Developing and executing plans to achieve aggressive but realistic revenue and profitability goals. - Hiring, coaching, developing, and retaining a strong leadership team. - Creating clear expectations and accountability as the organization grows. - Reviewing financial and operational results, identifying issues early, and taking action. - Improving processes to create greater consistency, efficiency, and scalability. - Leading organizational change and ensuring new processes and expectations are successfully adopted. - Maintaining an exceptional customer experience as volume and headcount increase. - Managing budgets, forecasts, staffing, and capacity based on current and future business needs. - Identifying opportunities to expand revenue, improve profitability, and strengthen market performance. ## Lead and Develop the Team - Build and develop a leadership team capable of running a growing operation of 60+ team members. - Set clear expectations and provide direct, timely feedback. - Hold leaders and team members accountable while maintaining trust and respect. - Identify and develop high-potential employees who can take on greater responsibility. - Create an environment where employees understand where the business is going and how they contribute. - Address performance issues early rather than allowing problems to become embedded. - Lead teams through change with clarity, consistency, and follow-through. - Build a culture where strong performance, customer service, and continuous improvement are expected. ## Own the Financial & Operational Performance - Own annual budgets, forecasts, and operating plans. - Understand the financial statements and the operational decisions behind them. - Monitor revenue, gross margin, labor efficiency, productivity, customer metrics, and other key performance indicators. - Identify the root causes behind missed targets and implement corrective actions. - Use data to make decisions rather than simply report results. - Build repeatable processes and operating rhythms that can support continued growth. - Anticipate staffing, leadership, capacity, and process needs before they become constraints. - Balance immediate performance with the investments required for sustainable growth. ## Own the Customer Experience The General Manager is ultimately accountable for how Guy Smith Home Services shows up for its customers. Growth cannot come at the expense of service. You’ll ensure teams continue delivering a professional, responsive, and consistent customer experience as the business grows. When something goes wrong, the expectation is to solve the immediate problem, understand why it happened, and improve the process so the organization becomes stronger as a result. ## What We’re Looking For - Proven experience leading a business, branch, location, or significant operating team with revenue in excess of at least $15M - $30M annually. - Experience operating in a **high-growth, fast-paced, or rapidly changing environment**. - Full P&L ownership or significant financial responsibility. - Strong people leadership and team-development skills. - Demonstrated ability to improve and scale processes. - Experience successfully leading teams through meaningful change. - Strong financial and business acumen. - Ability to use data and operating metrics to make decisions. - Strong communication skills and the ability to create alignment across teams. - Customer-focused mindset with high standards for service and execution. - Comfortable making difficult decisions and holding people accountable. - High level of ownership, urgency, judgment, and follow-through. - **Home-services experience is not required.** We are interested in strong operators and leaders from a variety of industries. ## What Success Looks Like Success means Guy Smith Home Services grows **and becomes a better-run business at the same time.** Revenue and profitability increase. Processes become more consistent. Leaders become more capable. The organization develops the capacity to handle greater volume without sacrificing customer service or employee experience. You won’t be expected to have every answer on day one. What matters is having the judgment to recognize when something isn’t working, understand why, adjust quickly, and make the organization stronger as a result. Ultimately, the business should be better positioned for its next stage of growth because of the people, processes, discipline, and culture you put in place. ## Ready to Lead the Next Stage of Growth? If you’re a people-focused business leader with strong financial discipline, a track record of improving operations, and the ability to lead an organization through growth and change, we want to talk to you. **Apply today to lead Guy Smith Home Services in Norfolk, VA.**