General Manager

Gemba Automotive•Tempe, AZ

About The Position

The General Manager at Gemba Automotive leads the shop’s success through leadership, strategic planning, and hands-on management. The role is responsible for delivering exceptional customer service, efficient operations, and financial performance while balancing employee management, operational excellence, and customer satisfaction. Alignment with Gemba Automotive’s purpose and values is an essential prerequisite. The General Manager works collaboratively with leadership, departments, and team members; participates in regular company and team meetings; develops and reviews a departmental scorecard; and helps create, implement, and maintain dealership standard operating procedures. The role oversees daily shop operations, customer service, financial performance, staffing and development, compliance and safety, and marketing and growth. The General Manager is also expected to pursue ongoing personal and professional development and actively study and practice the company’s development materials. Expected outcomes include meeting monthly location revenue goals; sustaining customer satisfaction ratings, including an example target of a 4.8-star average on Google reviews; achieving a 65% combined gross profit margin on services and parts; maintaining average vehicle turnaround under two days and technician productivity targets; keeping annual employee turnover below 10% as an example; ensuring completion of required training or certifications; and achieving zero workplace safety violations and full regulatory and environmental compliance.

Requirements

Alignment with Gemba Automotive’s purpose and values.
Ability to lead and manage shop operations, employees, and business performance.
Ability to collaborate with leadership, departments, and team members.
Ability to meet revenue goals and financial performance targets, including a 65% combined gross profit margin target.
Ability to achieve customer satisfaction targets; an example stated target is a 4.8-star average on Google reviews.
Ability to maintain average vehicle turnaround time below two days and ensure technician productivity targets are achieved.
Ability to support low employee turnover; below 10% annually is given as an example target.
Ability to ensure required certifications or training are completed by team members.
Ability to ensure regulatory and environmental compliance and zero workplace safety violations.
Commitment to ongoing personal and professional development and to studying and practicing the company’s development materials.

Responsibilities

Collaborate and engage with leadership, departments, and team members; attend and contribute to All-Hands Meetings, team huddles, departmental meetings where required, weekly Leadership Team Meetings, quarterly and annual planning sessions, and State of the Company Addresses.
Develop a meaningful departmental scorecard, review results with the team on a daily, weekly, monthly, and quarterly basis, and use the data to recognize successes, identify improvement opportunities, and provide support.
Collaborate with the team to create, implement, and maintain dealership standard operating procedures; ensure the team understands and follows the company process library and file management standards.
Promote accountability across the team and review paid time off, sick time, and unpaid time off.
Oversee daily shop operations, efficient workflow, timely repair completion, and adherence to safety and quality standards.
Address customer concerns, communicate clearly about repair processes and costs, and maintain a positive reputation for the shop.
Monitor budgets and expenses, oversee pricing and invoicing, control costs, and meet revenue and profitability targets.
Manage hiring, training, and performance of technicians, service advisors, and support personnel, and foster a collaborative and productive work environment.
Ensure compliance with local, state, and federal regulations, including environmental and safety standards, and maintain appropriate certifications and licenses.
Develop and implement marketing strategies to attract new customers and retain existing ones; identify opportunities for expansion or new services.
Continuously develop and proactively practice new skills, knowledge, and wisdom.
Study, understand, and actively practice the teachings in Gemba’s professional and personal development library.
Achieve and sustain monthly revenue goals for the location.
Achieve and sustain customer satisfaction targets, measured through post-service surveys or online reviews.
Achieve and sustain a 65% combined gross profit margin target on services and parts.
Maintain average vehicle turnaround time below two days and ensure technicians know and achieve daily productivity targets measured in billed hours.
Maintain low employee turnover and ensure team members complete required certifications or training programs.
Achieve zero workplace safety violations and full compliance with regulatory and environmental standards during audits or inspections.