General Manager of Field Operations

Job Description

General Manager | National Seating & Mobility

The Tone:
This is a full-time role at National Seating & Mobility, supporting operations across the United States and Canada. The company provides self-reliance and independence by leveraging technology to create unique mobility solutions for clients. This role directly impacts client lives by ensuring safe, efficient, and productive operations, while driving financial and operational results for a single or multi-unit location.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person

• Team: Leads all activities for a single or multi-unit branch, with direct oversight of branch finances and operations, reporting to a Division Vice President and Regional Area Director.
• Mission: To lead a branch location by ensuring operational excellence, exceptional customer care, a positive employment culture, and strong financial performance.
• Tech Stack: Mobility Advisor, Branch Operations Dashboard

What You’ll Actually Do
• Financial & Operational Oversight: Assume full responsibility for branch revenue, transaction cycle time, product margins, inventory management, expense control, and EBITDA, reviewing Profit and Loss Statements (P&Ls) and executing improvement actions in partnership with the Regional Area Director. Understand and report on all Key Performance Indicators (KPIs) using the Branch Operations Dashboard, leading action plans for under-performing metrics while celebrating strong results.
• Market Growth & Sales Leadership: Drive growth programs by understanding the market and competition, serving as the primary contact for all Referral Sources, conducting Quarterly Business Reviews with key partners, and assisting sales teams (including ATP, RTS, and Home Access roles) in identifying and pursuing new referral sources and growth opportunities.
• Client Experience & Inventory Management: Own the client’s experience by identifying improvements through Press Ganey results and client/referral source feedback, conducting the Client Care Management Checklist, and managing inventory to ensure cost-effectiveness, quality counts, protection from theft, and accurate documentation of transfers.
• Team Leadership & Development: Create a positive working environment by actively leading, developing, and communicating with all branch members, understanding staffing requirements, participating in local recruitment, selecting quality talent, executing the onboarding program, conducting 60-day new hire reviews, and ensuring completion of all assigned and ongoing training (NSM University, supplier training).
• Culture & Compliance Management: Own the branch work culture by reviewing and acting on culture survey results, developing retention programs through listening sessions, weekly communications, one-on-one meetings, and daily coaching, fostering diversity, inclusion, and belonging, and driving a local recognition program. Ensure all organizational activities and operations comply with company policies, federal, state, local laws, and Joint Commission standards, conducting quarterly Branch Assessment Tools and addressing findings.

The Must-Haves
• Background: Manager. Bachelor’s Degree or equivalent work experience in overseeing a complex business with aggregate financial and operational responsibility.
• Experience: Minimum of 5 years of progressive management experience.
• Skills: Proven track record of modeling excellent leadership skills (exemplifying a servant leadership mentality), and the ability to communicate effectively (both verbal and written) with leadership, clients, referral sources, and support staff.