General Manager

Who we are 

Ace Hardware has been serving neighbors throughout America for nearly 100 years. Ace recognized the need for a trusted national service provider for home repairs - namely, plumbing, heating, cooling & electrical services. We call it "bringing helpful to your home" & it is our goal to deliver the same level of service, convenience & quality that you have come to expect from Ace Hardware.

We’re Hiring!

We're looking for employees that believe in working with integrity, making a difference, showing up with a positive attitude & are committed to providing positive experiences for our customers and teams. Whether you're an apprentice just starting out, a journeyman or a general manager, we believe our size & growth ambitions will provide you with unique opportunities for advancement. We offer competitive pay & benefits including medical, dental & vision plans, 401(k), incentive opportunities & paid time off. We want you to succeed and advance – it’s all about continuous improvement & empowering our employees to reach their full potential. 

Boston Unique Indoor Comfort is now a part of the Ace Hardware Family! Our teams are growing, and we have an exciting opportunity for a HVAC General Manager in Billerica, MA. 

 The General Manager is responsible for ensuring the profitable operations of the organization and alignment with the Ace Hardware platform. The General Manager executes platform strategy, leads and guides business functions, and advocates for the internal brand through positive internal and external relationships.

Key performance objectives in order of priority with projected time allocation are:

Business Operations Oversight: Oversees and manages the organization’s operations to ensure quality, efficiency, and continuous achievement of overall business objectives. 

40%

Cultural Leadership: Acts as the organization’s cultural champion and visionary ensuring a highly skilled, satisfied and engaged workforce is consistently achieved.  

20%

Financial and Risk Oversight: Oversees the financial performance of the organizations to ensure profitability goals are achieved and company-wide risk is managed and mitigated.

15%

Brand Ambassador: Acts as the face of the organization in the marketplace and throughout the platform to ensure alignment of company goals and maintenance of excellent communication channels. 

5%

Note: Ten percent of time is reserved for ancillary responsibilities and activities unrelated to the performance objectives.  

ESSENTIAL DUTIES AND RESPONSIBILITIES The responsibilities listed are fundamental to the position and must be performed successfully to achieve the key performance objectives of the role.  Other responsibilities may be assigned. 

Interpersonal Responsibilities 

1. Oversee the Organization’s Management Team and holds them accountable to the KPI’s outlined in the AOP. Meets to discuss performance, goal progress, improvement opportunities, training needs, and any barriers. Supports each Manager with team leadership, encourages interdepartmental communication, and assists in troubleshooting issues.
2. Serves as a representative and advocate of the operating company. Acts as a conduit to communicate information between the operating company and the platform.
3. Keeps Leadership informed of operational performance, goal progress, successes, and major issues. Seeks support as needed in processing large concerns and developing action plans.

Operational Responsibilities

1. Oversees organizational operations ensuring all work is completed in accordance with brand standards that results in high customer satisfaction. Implements operational controls and monitors KPI’s to maintain progress towards goals. Troubleshoots and initiates corrective actions to remediate performance and escalated customer service issues. 
2. Facilitates frequent communication between operational departments to ensure effective and efficient capacity planning.
3. Partners with marketing team to develop marketing strategies, create budgets, execute uniform needs, and carry out platform integrations.
4. Partners with sales team with execution of sales initiatives, achievement of sales goals, management of Key Accounts, and development of new service agreements. 
5. Develops and maintains high value external partnerships to support operations, including but not limited to training, continuous improvement, and other organizational needs. 

Organizational Responsibilities

1. Creates and owns operating company’s Annual Operating Plan (AOP) including KPI’s and forecasted staffing needs, resource and infrastructure requirements, and capital expenditures.
2. Sets financial budgets, approves financial requests, develops company goals, and manages the overall profitability of the organization. 
3. Reviews reports and tracks the progress of goals to maintain alignment between targets and actual performance. Implements corrective measures as needed to stay on course.
4. Develops and leads improvements and innovations to enhance the efficiency and performance of the organization. Stays abreast of latest industry technology and processes for potential adoption. 
5. Identifies expansion opportunities through merger and acquisition targets, expansion of service lines and geographical expansion in alignment with platform objectives.
6. Owns and manages company risk including but not limited to safety, financial and legal risk mitigation.
7. Acts as the cultural champion ensuring a continued focus on company vision, mission and core values. 
8. Owns the satisfaction and engagement of the organization’s workforce, ensuring people are rewarded, recognized, developed and ready to execute their roles. This includes succession planning and career pathway development.
9. Supports the execution of the organization’s reward and recognition program by planning for and approving merit increase and promotions.

What is in it for you?         

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand.

In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

• Inventive/Commission/Bonus opportunities (Based on role / grade level)
• 401(k) retirement savings plan with matching contributions (once eligibility requirements have been met) 
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents
• Paid time off & paid holidays (depending on role and month of hire)
• Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities – and we support our employees in doing the same by offering an annual Ace Cares Week, time off work to volunteer at an organization of your choice, opportunities to help Children’s Miracle Network Hospitals and the Ace Helpful Fund through the Ace Foundation
• Ace invests in every employee we hire, with a key focus on development and coaching. We offer classes, facilitator-led courses, and a generous tuition assistance program, plus a performance management approach that goes beyond the typical annual review

Ace Hardware is the largest retailer-owned hardware cooperative in the world with over 5,800 locally owned & operated hardware stores in approx. 60 countries. Ace Hardware Home Services is on a mission to be the best, most trusted provider of home preservation services on the planet. Come join our team & be part of one of the fastest growing home services companies in the U.S.