GENERAL DESCRIPTION:The General Manager, Commercial has full P&L responsibility and operational accountability for an assigned Tire Discounters Commercial operation, driving revenue growth, profitability, and customer retention across commercial tire sales, automotive parts, mechanical repair, and fleet services. The General Manager leads day-to-day operations by managing service and shop workflow, monitoring key financial and operational performance metrics, controlling inventory and expenses, and ensuring high-quality, timely service to commercial and fleet customers.
This position develops and maintains strong relationships with commercial, fleet, and national account customers while identifying opportunities to grow existing accounts, develop new business, and strengthen customer retention. The General Manager provides leadership and direction to the location team, establishes performance expectations, and ensures appropriate staffing, training, development, and accountability to support business and customer needs. The position works closely with Commercial Sales and other internal business partners to coordinate customer service, operational priorities, and business development activities.
The General Manager is also responsible for protecting the company assets, maintaining effective operational and financial controls, and promoting a safe, efficient, and customer-focused work environment in accordance with company policies and requirements.
ESSENTIAL FUNCTIONS: SALES AND CUSTOMER SERVICE:
- Lead the commercial store in achieving established revenue, gross profit, profitability, customer retention, and other business performance objectives.
- Develop and maintain strong relationships with commercial, fleet, national account, and other business customers to understand their needs and provide appropriate tire, mechanical repair, and fleet service solutions.
- Identify and pursue opportunities to grow existing accounts, develop new commercial business, and expand the location's customer base.
- Maintain regular communication and follow-up with customers regarding service needs, product availability, work status, scheduling, and issue resolution.
- Partner with Commercial Sales and other internal teams to support customer acquisition, account development, retention, and service delivery.
- Maintain knowledge of commercial tire products, mechanical and fleet services, pricing, programs, and competitive market conditions.
- Ensure customer concerns and service issues are addressed promptly, professionally, and to the customer's satisfaction.
- Build and Maintain a strong presence within the local business community and support company sales, marketing, and business development initiatives.
OPERATIONS AND FINANCIAL PERFORMANCE:
- Direct the day-to-day operations of the Commercial location to ensure safe, efficient, timely, and high-quality service delivery.
- Manage shop and service workflow, staffing, scheduling, and work priorities to maximize productivity, meet customer commitments, and minimize customer downtime.
- Monitor financial and operational performance, including sales, gross profit, payroll, expenses, inventory, productivity, and other key performance indicators.
- Analyze store performance and operating results, identify trends and opportunities, and implement appropriate actions to achieve established business objectives.
- Manage controllable expenses and maintain appropriate controls over payroll, inventory, supplies, and other location-related costs.
- Oversee commercial tire, parts, and related inventory levels and ensure inventory and cycle counts are completed accurately and in accordance with company procedures.
- Ensure work orders, invoices, pricing, customer account information, authorizations, and other required documentation are accurate and completed in accordance with established procedures.
- Oversee the delivery of commercial tire, mechanical, and fleet services offered by the location to ensure quality, efficiency, and customer satisfaction.
- Protect company assets, cash, inventory, vehicles, equipment, systems, and documents.
- Ensure facilities, service vehicles, tools, and equipment are properly maintained and in safe working condition.
- Maintain appropriate operational and inventory controls and ensure satisfactory completion of location audits.
- Ensure required safety, security, environmental, and loss-prevention practices are consistently followed.
- Ensure adherence to company policies and procedures and applicable federal, state, and local requirements.
- Communicate effectively with internal business partners to ensure alignment on customer needs, operational priorities, and business objectives.
TEAM MEMBER EXPERIENCE:
- Build and maintain a positive, accountable, and customer-focused team environment aligned with Tire Discounters' Core Values and Behaviors.
- Recruit, select, onboard, train, develop, and retain qualified team members to support location and customer needs.
- Establish clear performance expectations and provide ongoing coaching, feedback, recognition, and performance management.
- Ensure team members complete required company, safety, and job-specific training in a timely manner.
- Partner with leadership and tHRive to address team member performance, development, and workplace concerns as appropriate.
- Lead by example and promote effective communication, teamwork, accountability, safety, and professional conduct.
- Identify and develop team members for increased responsibility and future career opportunities.
- Delegate responsibilities appropriately while maintaining overall accountability for location performance and operations.
- Maintain appropriate staffing and scheduling based on workload, customer requirements, business needs, and established payroll controls.
- Provide operational support and perform other duties as necessary to ensure effective location coverage and customer service.
KNOWLEDGE, SKILLS, AND ABILITIES:- Strong knowledge of commercial tire sales, service operations, fleet customer needs, or related automotive/commercial service operations.
- Strong business and financial acumen with the ability to manage sales, profitability, expenses, inventory, and other location performance measures.
- Demonstrated leadership skills with experience coaching, developing, and managing the performance of team members.
- Strong sales and relationship-management skills with the ability to develop and maintain long-term commercial customer relationships.
- Ability to identify business development opportunities and effectively grow and retain customer accounts.
- Strong customer service and problem-solving skills with the ability to resolve customer and operational issues effectively.
- Ability to plan, prioritize, and manage multiple operational and customer demands in a fast-paced environment.
- Strong organizational and time-management skills with attention to detail and follow-through.
- Effective verbal and written communication skills with the ability to communicate with customers, team members, vendors, and internal business partners.
- Ability to analyze operational and financial information, identify trends, and take appropriate action.
- Working knowledge of inventory management, scheduling, workplace safety, and general location operating practices.
- Proficiency with Microsoft Office and the ability to learn and effectively use company systems and technology.
EDUCATION AND WORK EXPERIENCE:- High school diploma or GED required; Associate degree in Business, Management, Automotive Technology, or a related field preferred; equivalent combination of education and relevant experience may be considered.
- Three or more years of progressively responsible experience in commercial tire, automotive service, fleet service, distribution, or a related environment preferred.
- Two or more years of supervisory or management experience preferred.
- Experience managing sales, customer relationships, operations, inventory, and financial performance strongly preferred.
- Commercial tire and/or fleet customer experience strongly preferred.
- Valid driver's license and acceptable driving record.
PHYSICAL DEMANDS:- Standing and walking for extended periods while overseeing operations and supporting customers and team members.
- Frequent movement throughout the facility, service areas, and outdoor areas to oversee operations and inspect work areas.
- Bending, stooping, kneeling, crouching, reaching, and climbing as necessary to inspect equipment, inventory, and work areas.
- Occasionally lifting, carrying, pushing, or pulling items weighing up to 50 pounds.
- Regular verbal and written communication with team members, customers, vendors, and business partners in person and through telephone and electronic communication.
- Reading, interpreting, and preparing reports, work orders, invoices, schedules, and other business documents.
