Description

The Area Manager is a hands-on operational leader responsible for driving performance, consistency, and growth across multiple Gemba Automotive locations. This role functions as both a regional leader and a working location manager (“player-coach”), serving as the primary manager for one assigned location while providing leadership, coaching, and operational support to managers across all locations.

The Area Manager ensures operational excellence, customer satisfaction, team development, financial performance, and alignment with Gemba Automotive standards and values. This role partners closely with executive leadership to execute strategic initiatives, standardize best practices, and scale operational performance across the organization.

Requirements

Key Responsibilities

Multi-Location Leadership

• Provide direct leadership, coaching, and accountability for all location managers within the assigned region.
• Drive consistent execution of operating standards, SOPs, safety protocols, and customer experience expectations across all locations.
• Conduct regular site visits, performance reviews, and operational audits.
• Identify operational gaps and implement corrective action plans.
• Serve as escalation point for complex customer, employee, and operational issues.

Primary Location Management (Player-Coach Role)

• Serve as the primary manager for one assigned location.
• Oversee daily operations including workflow, staffing, scheduling, inventory, customer service, and financial performance.
• Model best practices in leadership, customer experience, productivity, and process execution.
• Pilot new initiatives, tools, and processes before broader rollout.

Performance & Financial Management

• Own regional KPIs including revenue growth, labor efficiency, productivity, gross margin, CSI, and safety metrics.
• Analyze financial and operational reports and develop action plans to improve performance.
• Partner with leadership on budgeting, forecasting, and capital planning.
• Drive continuous improvement initiatives to maximize profitability and operational efficiency.

Talent Development & Culture

• Coach and develop location managers and leadership bench strength.
• Support recruiting, onboarding, training, and succession planning in partnership with HR.
• Conduct performance evaluations and corrective action.
• Promote a culture of accountability, engagement, safety, and customer-first mindset aligned with Gemba Automotive values.

Customer Experience & Brand Standards

• Ensure consistent, high-quality customer experience across all locations.
• Monitor customer feedback, reviews, and satisfaction metrics.
• Resolve escalated customer concerns promptly and professionally.
• Maintain brand standards in facility appearance, merchandising, and service delivery.

Process, Compliance & Safety

• Ensure compliance with company policies, labor regulations, environmental requirements, and safety standards.
• Partner with HR, Finance, and Operations on audits and risk mitigation.
• Drive adoption of new systems, technology, and standardized workflows.

Qualifications & Experience

• 5+ years of multi-location or senior operational leadership experience in automotive, retail, or service-based environments.
• Proven experience managing managers and leading through influence.
• Strong financial acumen with experience managing P&L, KPIs, and operational metrics.
• Demonstrated ability to coach, develop, and hold teams accountable.
• Hands-on operational leadership mindset with comfort working on-site.
• Strong customer service orientation and conflict resolution skills.
• Ability to travel between locations as required.
• Valid driver’s license and acceptable driving record.
• High school diploma required; associate’s or bachelor’s degree preferred.

Core Competencies

• Multi-site operations leadership
• Performance management and accountability
• Financial analysis and KPI management
• Team development and coaching
• Customer experience excellence
• Process discipline and continuous improvement
• Change management and scaling operations
• Communication and cross-functional collaboration

Physical & Work Environment

• Ability to work in an automotive environment including exposure to noise, equipment, and varying temperatures.
• Ability to stand, walk, and move throughout facilities for extended periods.
• Ability to lift up to 50 lbs occasionally.
• Regional travel required.