General Manager - Spotless Window Cleaning & SoftWash : Job Details

Company Overview:

Spotless Window Cleaning & SoftWash Company (Spotless) provides window cleaning, pressure washing & softwashing, gutter cleaning and other related services to the local residential market in Richmond, VA (voted Richmond's best window cleaner in 2022-2025 by Richmond Magazine) and to commercial customers across the state. Our company was founded in 1962, and we take immense pride in our rich 60+-year history.

Spotless has enjoyed rapid growth during the past several years under new ownership, and our vision is to become Virginia's most admired and efficient one-stop provider of exterior cleaning services with a mission of brightening the day of each customer with service and quality that exceed expectations. Our five core values guide how we work each day: Safety, Integrity & Professionalism, Superior Customer Service, Best-in-Class Quality and Teamwork.

The Role:

We are hiring a General Manager (“GM”) to run day-to-day operations for the company, reporting to the President of the Company, and drive aggressive growth targets, including the expansion of Spotless to other branch locations. This leader is highly motivated, professional and an organized problem-solver who ensures our field service operations run safely and efficiently through effective oversight of all technician/operations employees, customer service representative (CSRs), and sales personnel. As the supervisor of line managers and service technicians, the GM is both strategic and maintains high attention to detail. The GM is a selfless collaborator with other company managers and ownership and upholds the highest integrity and professionalism.

You are a leader. You are a coach and mentor. You are trustworthy and honest. You're flexible and self-motivated. You manage multiple priorities proactively like a pro. You make order out of chaos. You love improving processes and systems – large and small. You communicate accurately and with ease. You are a teammate on a winning management team and enthusiastic about rolling up your sleeves with the front-line employees. You want to join our “60-year-old start-up”.

Duties:

· Serves as day-to-day lead for all field operations, and primary point of contact for Owners/President on day-to-day operations.

· Direct management of field service supervisors, CSRs, sales staff, and front-line technicians. Must have experience hiring/firing and direct HR management of at least 5-10 FTEs, including both line leaders and individual contributors.

· Ensure operations supervisors, CSRs and sales personnel are appropriately trained and supported to perform their day-to-day duties. This responsibility includes, but is not limited to, the following activities:

• Ensure CSRs and sales personnel are aligned with operations on a daily basis and meeting quotas and performance metrics.
• Schedule book is aligned with resource capabilities.
• Assign technicians to jobs based on skillset needed.
• Stage company trucks and dispatch crews daily.
• Monitor crew routes compared to daily schedule and make intraday adjustments as needed/required.
• Perform quality checks on job sites and interact with customers to address concerns.
• Manage equipment service & maintenance, including the company's truck fleet.
• Purchase materials, plan inventory, and oversee warehouse efficiency.
• New hire and ongoing employee training/skills development

· Manage biweekly payroll process, including timecard integrity and calculation of sales commissions.

· Ensure daily operations are maintaining a maximum safety culture.

· Monitor and maintain a positive environment for all employees, and build upon the Company's existing employee- and customer- focused culture.

· Formulate strategic and operational objectives.

· Manage business performance, budgets and examine/utilize financial data to improve productivity.

· Responsible for hiring, onboarding, training, coaching, and period and ongoing individual performance management (annual goal setting and mid-year reviews).

· Acquire data to complete status update reports with proposed solutions to management team in a timely manner.

· Perform quality controls and monitor KPIs to enhance productivity.

· Some nights, weekends, and out-of-town work may be required.

· Other duties, as may be assigned.

Compensation and Benefits:

· Joining the senior management team of a growing company positioned for continued expansion.

· Competitive base salary starting at $100,000 per year, based on qualifications and experience.

· Performance bonus incentive plan targeting 25-50% of base salary tied to achievement of targeted company financial performance, in addition to base salary.

· Paid vacation (10 days) and company holidays (5 days).

· Assignment of company vehicle.

· A close-knit atmosphere where ownership cares about your success.

· A fun team environment that celebrates victories.

Job Requirements:

· Have a positive, can-do attitude and unwavering honesty/integrity/professionalism.

· Be an early riser that can report to work by 7am before the operations staff and diligently prepare to win the day in the field.

· Be extremely customer-focused and drive a hospitality industry-like culture.

· Have clear and proactive communication skills, both verbal and written, to internal employees and external customers, preferably with a base level of conversational Spanish.

· Have high attention to detail and commitment follow-through.

· Be well-organized, have strong time management skills, and the ability to multi-task.

· Have ability to work independently and collaboratively as part of a team.

· Build and maintain positive relationships with direct reports and other managers.

· Display emotional intelligence, flexibility, and ability to respond to challenges in a professional and calm manner.

· Solve unexpected problems to uphold customer service standards and company reputation.

· Be willing to work in a physically demanding role (may include lifting heavy equipment, working on your feet for extended periods of time outdoors, etc.).

Qualifications:

· 5+ years experience in a field service environment. Maintenance/restoration property cleaning service is not required.

· 5+ years experience as manager/supervisor of front-line employees.

· 3+ years experience as a manager/supervisor of other managers/supervisors.

· 2+ years experience leading CSRs and sales personnel.

· Previous direct responsibility for P&L budget of $3M/year or more.

· Bachelor's degree or Technical degree strongly preferred.

· Proficient in Microsoft Office applications: Excel, Word, PowerPoint, and Outlook (Excel proficiency is a requirement).

· Ability to tailor daily work hours to the needs of a seasonal field service operation.

· Valid driver's license and acceptable driving record.

· Ability to pass third party criminal background check and drug screen.

Other Preferred Qualifications:

· Bilingual communication – both English and Spanish – is strongly preferred.

· OSHA, First Aid, and boom/scissor lift certifications are preferred.

· Ability to travel out of town for up to a week at a time is preferred.