General Manager

Position Objective

The General Manager leads a branch of Intermountain Home Services (IHS) to achieve outstanding financial outcomes, operational excellence, and a strong team culture by managing profit and loss, fostering top-notch teams, and delivering superior customer service.

Role Overview

This leadership position entails overseeing all functions within a branch including service, sales, installations, warehouse operations, customer service, and support activities. The General Manager ensures consistent operations, nurtures leadership development, promotes market expansion, aligns branch execution with corporate standards, and balances long-term strategy with day-to-day management.

Key Responsibilities

• Take full accountability for branch revenue, gross margin, and EBITDA results.
• Ensure operational procedures align with the IHS Branch Playbook, covering booking, dispatching, service delivery, and installation coordination.
• Recruit, onboard, coach, and retain technicians, installers, and frontline supervisors to build a high-performing team.
• Develop a strong talent pipeline and maintain consistent performance standards across the branch.
• Manage customer experience metrics including Net Promoter Score (NPS), handling callbacks, managing online reviews, and resolving escalations.
• Model and promote a culture of high performance and uphold branch values.
• Optimize field productivity by managing technician workload, capacity planning, and overtime controls.
• Conduct structured daily huddles, weekly performance reviews, and monthly or quarterly business updates to drive alignment and accountability.
• Lead risk management efforts by enforcing safety, regulatory compliance, and reducing operational hazards.

Qualifications and Requirements

• Minimum of 7 years' leadership experience within multi-functional service or operations settings.
• Deep knowledge of P&L management, workforce planning strategies, and operational key performance indicators.
• Proven track record of leading large field teams, supervisors, and administrative personnel effectively.
• Strong leadership presence and demonstrated ability to cultivate a positive culture across varied departments.
• Experience in the home services sector, trades, or field operations is preferred.
• Familiarity with ServiceTitan or other CRM/dispatch systems is advantageous.
• Excellent communication, coaching expertise, and sound decision-making capabilities.
• Must successfully pass background verification and drug screening processes.

Why Join Intermountain Home Services?

At IHS, we do more than provide home repairs; we create an environment for growth, leadership, and success. We prioritize smart scaling, uphold strong company values, and are dedicated to serving communities and employees with excellence. Our culture emphasizes teamwork, rigorous standards, and measurable impact—our people are part of a transformative movement shaping the future of home services with discipline and ownership.

Equal Opportunity Employer Statement

IHS provides equal employment opportunities without discrimination based on race, color, religion, sex, national origin, political views, sexual orientation, marital status, disability, age, parental status, military experience, or any other non-merit factor.