General Manager

Location: Multiple Columbus-area shops (Plain City, Dublin, Upper Arlington, Polaris, Grove City)

About ER Autocare

ER Autocare is one of Central Ohio's fastest-growing, independently owned automotive repair groups, known for high-quality service, transparent customer care, and team-first leadership. We're expanding rapidly and building strong in-house teams that provide dealership-level expertise with a family-owned feel.

We are looking for a driven, hands‑on General Manager who can lead shop operations, mentor service advisors and technicians, and elevate both customer experience and revenue performance.

Position Summary

The General Manager oversees daily shop operations, team performance, financial results, and customer satisfaction. This position ensures efficient workflow, strong sales conversion, repair accuracy, and an exceptional experience for every customer. The GM is responsible for staff development, shop culture, and achieving monthly KPIs.

Key Responsibilities

Operational Leadership

• Oversee daily operations, workflow, and shop efficiency across all bays.
• Ensure proper scheduling, repair planning, and shop capacity management.
• Maintain a clean, safe, and organized shop environment.
• Ensure compliance with all company policies, safety requirements, and procedures.

Team Management & Development

• Lead, coach, and mentor service advisors, technicians, and support staff.
• Conduct regular performance evaluations and KPI reviews.
• Recruit and help onboard new team members as the shop grows.
• Build a strong culture of accountability, teamwork, and continuous improvement.
• Address performance issues promptly and professionally.

Customer Experience

• Ensure exceptional customer service at every touchpoint.
• Handle escalated customer concerns with professionalism and urgency.
• Maintain high standards for communication, transparency, and trust.
• Ensure service advisors follow proper estimating, pricing, and follow-up processes.

Financial Performance

• Drive revenue growth through sales coaching and service advisor training.
• Monitor daily/weekly/monthly shop KPIs (ARO, car count, GP%, labor hours, etc.).
• Oversee budgeting, cost control, and profitability targets.
• Utilize reporting and metrics to make informed operational decisions.

Sales & Service Excellence

• Support service advisors with estimate building, parts sourcing, and sales strategy.
• Ensure all repairs meet industry and manufacturer standards.
• Uphold ER Autocare's reputation for honesty, quality, and speed of service.

Qualifications

• 3+ years of automotive service management or retail operations leadership required.
• Strong understanding of automotive repair workflow, estimating, and customer service.
• Proven success with KPI management and sales coaching.
• Experience leading teams of 5-10 members. Ability to manage high-volume shop operations with accuracy.
• Excellent communication, multitasking, and conflict‑resolution skills.
• Valid driver's license with a clean driving record.