General Manager

Description

As with all members of the Gemba Automotive Team, alignment with Our Purpose and Values is an essential prerequisite.

This defines why we are in business, how we go about our daily business, and what it is that we do. We are dedicated to surrounding ourselves with a full team of great people who see what we see, believe what we believe, and proudly embody our values.

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Role Objectives:

A General Manager at Gemba Automotive acts as the driving force behind the shop’s success. The role combines leadership, strategic planning, and hands-on management to ensure the shop delivers exceptional customer service, operates efficiently, and meets financial goals.

The success in this role is found in balancing employee management, achieving operational excellence, sustaining financial performance, and maintaining customer satisfaction.

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Key Responsibilities:

Teamwork - Engagement and collaboration with all Leadership, Departments and Team Members is essential. This includes attendance of, and contribution to, regular All-Hands Meeting, Team Huddles and Departmental Meetings (where required), Weekly Leadership Team Meetings, Quarterly & Annual Planning Sessions, and State of the Company Addresses.

Scorecard Ownership - Develop a departmental scorecard that is meaningful to the players playing the game. Review the score with the Team on a daily / weekly / monthly / quarterly basis and use the data to celebrate wins, highlight opportunities for improvement, and provide

the necessary support.

Standard Operating Procedures - Collaborate with the team to drive the creation, implementation, and adherence to all dealership SOPs. You will also be responsible for ensuring your team understands and follows the structure and standards surrounding our company

process library and file management system.

Accountability - Ensure that you, and everyone on the team, can be counted on to play their part in the collective effort. Review Paid Time Off, Sick Time, and Unpaid Time Off.

Location Management - Oversee daily shop operations, ensuring efficient workflow, timely completion of repairs, and adherence to safety and quality standards.

Customer Service and Satisfaction - Ensure exceptional customer service by addressing customer concerns, providing clear communication about repair processes and costs, and maintaining a positive reputation for the shop.

Financial Oversight - Monitor budgets, manage expenses, and ensure profitability. Oversee pricing, invoicing, and cost control while meeting revenue targets.

Staff Supervision and Development - Manage hiring, training, and performance of staff, including technicians, service advisors, and support personnel. Foster a collaborative and productive work environment.

Compliance and Safety - Ensure the shop adheres to all local, state, and federal regulations, including environmental and safety standards. Maintain proper certifications and licenses.

Strategic Growth and Marketing - Develop and implement marketing strategies to attract new

customers and retain existing ones. Identify opportunities for expansion or new services to grow the business.

Personal & Professional Development - Continuously develop and proactively practice new skills, knowledge, and wisdom - every day is a school day!

Requirements

Key Deliverables- Expected Outcomes

The Gemba Library - Study, understand, and actively practice the teachings from our Library of professional and personal development material (Traction, Get A Grip, 5 Levels of Leadership, 2 Second Lean, Extreme Ownership, Good To Great, Carrots & Sticks Don’t Work, Start With Why, Leaders Eat Last, The Infinite Game).

Revenue Targets - Achieve and sustain specified monthly revenue goals for your location. 

Customer Satisfaction Index (CSI) - Achieve and sustain customer satisfaction ratings, measured through post-service surveys or online reviews (e.g., achieve a 4.8-star average on Google reviews).

Gross Profit Margin - Achieve and sustain 65% combined gross profit margin targets on services and parts.

Operational Efficiency Metrics – Ensure average vehicle turnaround time of less than 2 days. Ensure technicians know and achieve their expected daily productivity targets (measured in billed hours).

Employee Retention and Training - Maintain low employee turnover rates (e.g., below 10% annually) and ensure all team members complete required certifications or training programs.

Compliance and Safety Standards - Achieve zero workplace safety violations and ensure 100% compliance with regulatory and environmental standards during audits or inspections