General Manager – Branch Operations
Reports To: President
Location: Madison, WI
FLSA Status: Exempt
Position Summary
The General Manager (GM) is the local business leader responsible for the overall performance, profitability, and day-to-day execution of their assigned branch. This role owns branch P&L results, leads project and service execution, manages key customer relationships, and ensures all work is performed in accordance with company standards and processes.
The General Manager operates with full accountability for local results while partnering closely with the President, COO, enterprise leadership, functional Vice Presidents, and the Business Operations Manager to maintain consistency, discipline, and scalability across the organization.
Key Responsibilities
Financial & Business Performance
- Own full branch P&L, including revenue, gross margin, labor productivity, and overhead control
- Forecast branch performance and proactively identify risks and opportunities
- Ensure backlog is balanced with available manpower and operational capacity
- Drive accountability for cost control, job performance, and service profitability
Project & Service Execution
- Provide day-to-day leadership for Project Managers (HVAC, Plumbing, Controls) and the Service Manager
- Prioritize workloads, staffing, schedules, and customer commitments
- Ensure projects and service work are executed in compliance with enterprise standards
- Address execution issues early and escalate when necessary
Customer & Market Leadership
- Maintain and strengthen key customer relationships at the branch level
- Serve as escalation point for customer concerns
- Support business development efforts by providing local market insight and operational input
- Protect the company’s reputation through consistent service quality and execution
People Leadership & Culture
- Set clear expectations and reinforce company values at the branch level
- Coach, develop, and hold direct reports accountable for performance
- Promote a culture of safety, accountability, teamwork, and continuous improvement
- Support talent development and succession planning in partnership with HR and Operations leadership
Coordination & Communication
- Collaborate with enterprise teams including Preconstruction, Logistics, Fabrication, Safety, Finance, and HR
- Work with the Business Operations Manager to ensure consistent implementation of company initiatives and processes
- Communicate proactively with the President regarding branch performance, risks, and needs
Direct Reports
- Project Managers (HVAC / Plumbing / Controls)
- Service Manager
Project Managers and Service Managers maintain dotted-line functional reporting to their respective Vice Presidents.
What This Role Does Not Own
- Estimating staff or pricing authority
- BIM / VDC or engineering standards
- Logistics, warehouse, or fabrication operations
- Enterprise policies, systems, or compensation programs
Qualifications
- 8–10+ years of experience in mechanical contracting or related construction services
- Prior experience leading projects, service operations, or branch-level teams
- Strong financial and operational acumen with P&L accountability
- Proven ability to lead teams, manage performance, and drive accountability
- Strong communication, planning, and decision-making skills
- Ability to work effectively in a matrixed organization
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