General Manager

Sila Services•Norfolk, VA

9d•Onsite

About The Position

Guy Smith Home Services is looking for a General Manager to lead its Norfolk operation through its next stage of growth, with full responsibility for people, process, customer experience, and financial performance. This is a high-growth environment where the business is evolving quickly. The ideal candidate will be a leader who can create structure without slowing momentum, develop managers and frontline teams as the organization grows, improve processes as complexity increases, and keep the customer experience strong throughout that growth. The General Manager will have complete ownership of the P&L and responsibility for translating business goals into results. This role requires understanding revenue and profitability drivers, identifying operational shortcomings, and implementing necessary changes to improve performance. A key aspect is the ability to build strong teams, navigate change, make difficult decisions, learn from experience, and continuously improve business operations. Guy Smith Home Services is part of Sila Services, a rapidly growing home-services platform with 47 brands and 54 locations across 14 states, backed by Goldman Sachs Alternatives. This offers the opportunity to lead a local business with ownership while accessing broader resources, experienced leaders, best practices, and career opportunities within a growing organization.

Requirements

Proven experience leading a business, branch, location, or significant operating team.
Experience operating in a high-growth, fast-paced, or rapidly changing environment.
Full P&L ownership or significant financial responsibility.
Strong people leadership and team-development skills.
Demonstrated ability to improve and scale processes.
Experience successfully leading teams through meaningful change.
Strong financial and business acumen.
Ability to use data and operating metrics to make decisions.
Strong communication skills and the ability to create alignment across teams.
Customer-focused mindset with high standards for service and execution.
Comfortable making difficult decisions and holding people accountable.
High level of ownership, urgency, judgment, and follow-through.

Nice To Haves

Home-services experience is not required. We are interested in strong operators and leaders from a variety of industries.

Responsibilities

Full P&L responsibility, including revenue, gross margin, labor, operating expenses, and profitability.
Overall leadership of field operations, customer service, sales, and office support.
Building the people, processes, and operating structure needed to support continued growth.
Developing and executing plans to achieve aggressive but realistic revenue and profitability goals.
Hiring, coaching, developing, and retaining a strong leadership team.
Creating clear expectations and accountability as the organization grows.
Reviewing financial and operational results, identifying issues early, and taking action.
Improving processes to create greater consistency, efficiency, and scalability.
Leading organizational change and ensuring new processes and expectations are successfully adopted.
Maintaining an exceptional customer experience as volume and headcount increase.
Managing budgets, forecasts, staffing, and capacity based on current and future business needs.
Identifying opportunities to expand revenue, improve profitability, and strengthen market performance.
Build and develop a leadership team capable of running a growing operation.
Set clear expectations and provide direct, timely feedback.
Hold leaders and team members accountable while maintaining trust and respect.
Identify and develop high-potential employees who can take on greater responsibility.
Create an environment where employees understand where the business is going and how they contribute.
Address performance issues early rather than allowing problems to become embedded.
Lead teams through change with clarity, consistency, and follow-through.
Build a culture where strong performance, customer service, and continuous improvement are expected.
Own annual budgets, forecasts, and operating plans.
Understand the financial statements and the operational decisions behind them.
Monitor revenue, gross margin, labor efficiency, productivity, customer metrics, and other key performance indicators.
Identify the root causes behind missed targets and implement corrective actions.
Use data to make decisions rather than simply report results.
Build repeatable processes and operating rhythms that can support continued growth.
Anticipate staffing, leadership, capacity, and process needs before they become constraints.
Balance immediate performance with the investments required for sustainable growth.
The General Manager is ultimately accountable for how Guy Smith Home Services shows up for its customers.
Ensure teams continue delivering a professional, responsive, and consistent customer experience as the business grows.
When something goes wrong, the expectation is to solve the immediate problem, understand why it happened, and improve the process so the organization becomes stronger as a result.