Branch GM - Growth & Customer Experience Leader

B. Carlson Heating, Air Conditioning & Plumbing; Albuquerque (NM); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Competitive base salary

Bonus plan

Medical, Dental, and Vision

Pet Insurance

401k with company match

PTO and holidays

Parental Leave

Company vehicle allowance

Job summary

B. Carlson Heating, Cooling, & Plumbing in Albuquerque seeks a General Manager to lead the branch, inspire the team, and drive performance across HVAC, Plumbing, and Customer Service.

You will build a high-performing leadership team, manage P&L and budgeting, and foster a culture focused on accountability, growth, and exceptional customer experience. Ideal candidates have 5+ years in senior leadership, multi-department oversight, and strong communication and problem-solving skills; ServiceTitan

Qualifications

• 5+ years of Operations Manager or General Manager experience.
• Experience leading multiple departments and large teams.
• Strong understanding of P&L management, budgeting, and KPIs.
• Home services industry experience required.
• Excellent communication and leadership skills.
• ServiceTitan experience preferred.

Responsibilities

• Lead the overall branch operation across HVAC, Plumbing, Customer Service, Dispatch, Tech/Install teams.
• Build and maintain a high-performing leadership team focused on accountability, employee development, and results.
• Create a strong culture through daily huddles, team meetings, 1:1s, coaching, and employee engagement.
• Partner with Recruiting to ensure strong hiring pipelines across all departments.
• Ensure all service, sales, installation, and operational processes are being followed consistently.
• Review daily pace reports, KPIs, department scorecards, and branch financials to identify opportunities and challenges.
• Manage the P&L and ensure departments are meeting revenue, margin, and efficiency goals.
• Maintain strong customer satisfaction, online reviews, and NPS performance.
• Resolve escalated customer concerns quickly and professionally.
• Partner with leadership on pricing, budgeting, vendor relationships, staffing, and growth initiatives.
• Oversee branch meetings, daily huddles, and weekly department meetings to ensure teams stay aligned and focused.
• Develop future leaders and build a management pipeline for long-term success.
• Champion the B Carlson brand and help create an outstanding experience for both employees and customers.

Skills

Leadership

People management

Strategic planning

Budgeting

P&L management

KPIs

Customer service

Team coaching

Education

High School Diploma or GED

Bachelor's degree in Business or related field

Tools

ServiceTitan

Job description

B. Carlson Heating, Cooling, & Plumbing in Albuquerque seeks a General Manager to lead the branch, inspire the team, and drive performance across HVAC, Plumbing, and Customer Service.

You will build a high-performing leadership team, manage P&L and budgeting, and foster a culture focused on accountability, growth, and exceptional customer experience. Ideal candidates have 5+ years in senior leadership, multi-department oversight, and strong communication and problem-solving skills; ServiceTitan