DGM JOB DESCRIPTION

TITLE: District General Manager – SHIP EFFECTIVE: 3/15BUSINESS UNIT/FUNCTION: Home Services - SHIP JOB CODE: REPORTS TO (Job Title): Area General Manager Field Operations BAND: EXEMPTION STATUS: Exempt Non-ExemptGENERAL SUMMARY: Under the direction of the Area General Manager Field Operations, the DGM is responsible for managing the daily and mid-term activities, strategies and policies of the district office market. Activities include, but are not limited to: district sales performance, installation performance, P&L responsibility for district operations, drive efficiency & expense improvement, product inventory, contract processing, staffing, training, performance management, development, compliance, quality, and best in class customer experience. DGM is accountable for the attainment of monthly, quarterly, and annual revenue, profit, installation, and quality targets for the assigned market. Uses analytical, strategic, tactical, and influence skills to drive performance within assigned area. This is to be accomplished by providing strong leadership, guidance and expertise while demonstrating the SHC Values in a consistent manner.

SCOPE OF RESPONSIBILITY:• Accountable for Net Annual Revenue of 10+ million.• Accountable for (DOI) District Operating Income estimated to exceed $1+ million.• Accountable for Established %10 Customer Satisfaction Quality Goals.• Accountable for achieving and/or exceeding targeted business drivers such as Gross Close%, Net Close, Net $/Lead

Generated, Gross Margins, net installed, cycle-time, DRF, and other metrics that drive district performance.• Responsible for the following eight major product categories: HVAC, Siding, Windows, Kitchen Remodeling, Cabinet

Refacing, Roofing, Garage Doors, Flooring, Front Entry Doors, and a myriad of complimentary offerings.• Manages district team typically comprised of 1 District Sales Manager, 1-3 Field Sales Managers, 1 Production Manager,

2+ Project Coordinators, 2+ District Administrators, 15 to 35+ Product Consultants, warehouse personnel, and 20 - 40 independent contractors.

JOB RESPONSIBILITIES:• Confers with peers and Area General Manager to assist in the establishment and execution of the organization’s short term

and long-term sales, installation, quality, product expansion, vendor relationships, and support department personnel. • Manages a P&L to ensure the company’s assets are leverage in a manner that maximizes top and bottom line results. • Leads the district as a cohesive unit and ensures associates in all areas are effectively coached and developed to achieve

their best.• Understands the need for self-development and is accountable for growing core competency skill set and drives this same

expectation within subordinate population.• Manages the conversion of marketing investment dollars efficiently and in a way that meets or exceeds key metrics such as

sit rate, gross close rate, dollar per lead, net installed volume, back-log conversion, margin, %10, cycle time, cancellation rate, and expense control.

• Ensures monthly targets of sales, installation, quality, and service are achieved consistently in a manner consistent with SOP standards as well as legal and ethical standards.

• Responsible for workplace planning that forecasts and identifies staffing needs in advance of actual need using strategies and tactics that take advantage of the most efficient and productive sourcing techniques.

• Responsible for the technical development of sales & installation management as well as the in-home selling and installation professionals through the consistent application and monitoring of SHIP’s SOP’s and training programs.

• Ensures the proper time, attention, and investment of resources are in place to identify, attract, and retain associates at all levels, particularly Production Managers, Project Coordinators, District Sales Manager, and the Field Sales Managers so the business has the proper talent pools to ensure future leaders can be identified and promoted.

• Establishes internal review practices, audits, and educational practices to drive compliance around a myriad of areas such as customer contracts, vendor contracts, wage and hour law, and general employment law to ensure employees and consumers are managed in accordance with applicable laws.

• Builds networks and establishes compelling relationships with contractors in a way they connects them to the SHC mission, vision, and values to ultimately drive an industry leading customer experience.

• Reviews internal operations to ensure the pace is properly set to meet the demands the industry can place on the business at

each district level and instills an environment of improvement and performance. • Supports and implements national initiatives such as product expansion, product development, efficiency improvements,

education, training, retention, and productivity improvements.• Responsible for monitoring and ensuring the effectiveness of company sponsored incentive programs.• Builds productive relationship with support departments such the Appointment Center, Product Management, Credit, and

partners with other resources to support business objectives and goals.• Responsible for driving performance management to ensure performance deficiencies are managed through counseling,

coaching and training sessions designed to correct the problem or through the application of progressive disciplinary procedures to eliminate the source of it.

• Perform related duties as required.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED TO PERFORM ESSENTIAL FUNCTIONSEducation/Training

• Four year degree highly desired.

• Absent a four year degree, incumbent must have a significant track record of successful Home Improvement sector management experience covering one or more of the following areas: sales, operations, or installation.

Experience• A minimum of 5 years of progressively responsible Home Improvement industry experience, with a minimum of 3 years

of sales & installation specific management experience in a multiple product district environment with direct P&L responsibility.

• Practical experience in direct in-home sales and management of a direct sales organization including demonstrated sales and/or Installation leadership experience as a successful District Production Manager and or District Sales Manager.

Role specific abilities/skills• Computer knowledge, skills and experience required.

• Analytical and problem solving strength.

• Ability to build and drive a cohesive team.

• Ability to influence change across different functions and teams.

• P&L comprehension and line management experience.

• Project management skills.

• Must be proficient in root cause analysis.

• Decision making ability to react quickly to changes in the market place and SHIP marketing efforts.

• Ability to establish priorities, and to communicate effectively both orally and in writing.

• Represents the company at all times in a business-like and professional manner, which shall include conformance to the Code of Conduct.