General Manager, Los Angeles

Higher People•Los Angeles, CA

16h•Onsite

About The Position

This is a new senior leadership role responsible for the Los Angeles market at a Series C startup that deploys and services smart, standalone public restroom units for cities and transit agencies. The General Manager will report to the VP of Operations and lead the LA field and operations team, including an Operations Manager and a Technical Operations Manager who will be hired for the role. The initial priority is operational excellence across a large, dispersed footprint, ensuring units are clean, stocked, and running. The role owns the LA market’s P&L, field operations, team, and customer relationship, and is responsible for executing and shaping the market strategy. It includes leading frontline operations, managing performance and customer satisfaction, building plans for growth and asset maintenance, and representing the company with local agencies and community partners. The position requires handling escalations, including after hours, and travel mostly within the LA metro area, with one or two trips to other markets during onboarding. The company offers medical plan options with 100% employer-paid premiums, dental and vision coverage, Series C equity, a 401(k) plan, paid time off and paid sick leave, and other benefits. Benefits offered to full-time and part-time employees may vary by state.

Requirements

At least 7 years of experience in operations or field services.
At least 5 years leading frontline teams of 75 to 250, including hourly employees and team members who are not seen every day.
Experience leading field operations involving maintenance and servicing of public-facing assets in transit, fleet, car share, micromobility, facilities, municipal services, or a related area.
Ability to analyze data, select useful views, and identify the information needed for decisions.
Experience owning a P&L and making cost and quality tradeoffs under pressure.
Willingness to make difficult decisions and be available when the market needs support.
Clear communication and reliable follow-up.
Ability to work quickly amid ambiguity.
Interest in and alignment with the mission of public restroom access.

Nice To Haves

SQL skills.
Experience with workforce scheduling, fleet, maintenance, or ticketing systems.
Excel modeling experience.
Experience working with product teams on internal tools.
Bachelor’s degree or equivalent experience.

Responsibilities

Own the Los Angeles P&L, including revenue, costs, and margin.
Manage KPIs including cleanliness and odor scores, uptime, response times, labor costs, and customer satisfaction; identify the levers affecting each metric and make tradeoffs among cost, quality, and staffing.
Build the long-term plan for growth, maintenance, and asset replacement.
Partner with product and engineering teams to improve units and internal tools.
Lead daily field operations, including cleaning, restocking, pumping, and technical maintenance.
Drive recovery of cleanliness and odor scores, and adapt company playbooks into Los Angeles standard operating procedures.
Recruit, develop, and retain a large frontline team, and hold a dispersed team accountable.
Hire a Technical Operations Manager and build a performance review program.
Own incident escalation for outages, vandalism, and safety events, including after hours.
Ensure compliance with contract, safety, and fleet requirements.
Be accountable for the LA Metro relationship, lead escalations and key conversations, and report performance to the customer through data and regular check-ins.
Represent the company with local agencies and community partners, including occasional permitting and site placement.
Raise risks and opportunities to internal stakeholders early.