Position Summary The General Manager leads a client-based profit center with full accountability for team performance, operational execution, and financial results. First and foremost, this role is a people leader - responsible for building, developing, and retaining a high-performing team that delivers exceptional service and drives results.
The GM sets the tone for culture, accountability, and engagement within the operation. They coach leaders, establish clear expectations, and create an environment where Extra Milers can perform at their best. Strong people leadership is equally as important as operational discipline.
In addition to developing talent, the General Manager owns the client relationship at the local level and is accountable for meeting service, quality, and financial benchmarks. Our GMs are not just operators - they are business leaders who balance labor efficiency, cost management, and process execution with intentional leadership and team development to ensure long-term profitability and growth.
Competencies - Ethics and Values
- Problem solving
- Customer focus
- Drive for results
- Conflict resolution
- Functional/technical skills
- Managing & measuring work
- Timely decision making
- Developing direct reports & others
- Delegation
- Motivating others
- Organizing
Essential Duties and Responsibilities The essential functions include, but are not limited to the following:
- Driving and maintaining the Company culture, purpose, and core beliefs through hands-on training, effective onboarding, and selection of new Extra Milers within the location
- Managing all people and operations leaders assigned to the local operation to ensure deliverables, business goals, and profitability are achieved in a timely and cost-effective manner
- Responsible for consistently meeting and exceeding client service goals
- Responsible for leading the profit center through change, whether internal or external, and ensuring continuity in communication around expectations
- Oversight and accountability for weekly operator settlements based on set agreements to include back charge process and supplementation assessments
- Maintaining a professional appearance always, while setting an example for employees alike
- Ensure daily stand-ups with service providers and team are conducted consistently, ensuring performance rankings are accurate and updated daily, following standard Company operating procedures
- Accountable for ensuring employee and provider adherence to prescribed dress code and uniform requirements
- Ensuring measurement and effectiveness of all internal and external processes; providing timely, accurate, and complete reports on the operating condition of the Company
- Ensures the implementation and maintenance of Lean warehouse principles
- Representing the Company by maintaining relationships with clients and ensuring contractual and ongoing relationships
- Maintaining the upkeep and maintenance of all assigned assets, both from RLX and the client
- Ensuring standards for quality, client expectations, and operator performance are maintained, and that cost-effective technology and processes are utilized to maximize productivity and profitability
- Ensuring successful compliance and performance of all vendors and service providers
- Developing, monitoring, and reporting operating costs within functional areas; alerting Senior Leadership of cost and labor overrun; recommending and implementing solutions to problems
- Advising managers on labor issues including safety, security, employee relations, scheduling, training, grievances, and the like; ensuring managers and supervisors comply with company policies and administering practices in fair and equitable manner
- Managing and maintaining budget and controls expenses
- Hiring, training, developing, and appraising staff effectively; taking corrective action as necessary on a timely basis and in accordance with company policies
- Maintain a respectful and professional relationship with all vendors and service providers
- Performing other work-related duties as assigned
Minimum Qualifications (Knowledge, Skills, and Abilities) - Bachelor's degree in a relevant field of study, or equivalent combination of education and experience
- Minimum of 5-7 years of warehouse, distribution, and/or supply chain operations with at least 3 years of managerial experience
- Must be proficient in Microsoft Office suite including Excel
- Ability to complete work in a timely, accurate, and thorough manner
- Effective verbal and written communication skills
- Ability to exhibit a professional manner when dealing with conflict
- Ability to coach and develop employees
- Must have reliable transportation to commute to the workplace and attend client meetings as necessary. This may involve traveling to various locations within the specific region for the client.
Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to walk and stand for long periods of time, communicate effectively with coworkers and outside stakeholders in person both on the telephone and via email and other computer-related messaging. The employee is occasionally required to maneuver about the work areas and move/manipulate various objects and there may be an occasional need to lift up to 50 pounds. This position may require extended work hours and travel.
Note This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
