General Manager

Home Instead; Kalispell (MT); On-site; USD 80,000 - 140,000; Full time

Job summary

Home Instead in Kalispell, MT is seeking a General Manager responsible for the overall performance of the office, including financial results, growth, and care delivery. You will translate the Owner’s vision into clear priorities, build a high-performing team, and drive disciplined execution across sales, recruiting, and client care to achieve sustainable profitability.

This role requires strong leadership, strategic planning, and relentless focus on delivering exceptional client experiences

Responsibilities

• Own and deliver overall business results across P&L, revenue, hours, margin.
• Establish and lead a metric-driven operating rhythm with daily/weekly/monthly reviews.
• Align staffing, scheduling, and resources to optimize profitability while maintaining high care quality.
• Drive organic growth and referral partnerships in the local market.
• Improve sales pipeline, conversion, and client retention.
• Implement standardized systems across sales, recruiting, and care delivery.
• Foster a culture of ownership, urgency, collaboration, and care.

Job description

Job Summary

The General Manager is fully accountable for the overall performance of the office, including financial results, growth, operational excellence, and team leadership. This leader translates the Owner’s vision into clear priorities, builds a high-performing team, and drives disciplined execution across sales, recruiting, and care delivery to achieve sustainable growth and profitability.

Key Responsibilities

1. Business Ownership & Financial Performance

Own and deliver overall business results.

• Accountable for full P&L performance, including revenue, hours, gross margin, and profitability.
• Deliver defined year-over-year growth targets through disciplined management of sales, recruiting, and retention performance.
• Establish and lead a metric-driven operating rhythm (daily, weekly, monthly reviews).
• Monitor performance dashboards, identify root causes, and execute corrective action plans.
• Align staffing models, scheduling, and resource allocation to optimize profitability while maintaining high care quality.

2. Growth & Market Development

Drive predictable, organic growth in the local market.

• Build and manage a consistent referral generation engine with key healthcare and community partners.
• Strengthen sales pipeline management and improve conversion performance.
• Increase client retention and lifetime value through proactive service management.
• Develop and execute a local market growth plan aligned with the Owner’s long-term vision.

3. Operational Excellence & Service Quality

Ensure reliable, scalable, and compliant execution.

• Implement and uphold standardized systems and best practices across sales, recruiting, and care delivery.
• Maintain appropriate Care Pro supply to meet current and projected demand.
• Ensure accurate reporting, compliance, and operational discipline.
• Deliver consistent, high-quality client and Care Pro experiences.
• Create operational clarity and accountability across all key roles.

4. Strategy Execution & Continuous Improvement

Turn strategy into measurable outcomes.

• Execute network and HQ initiatives with discipline and clear accountability.
• Pilot and refine local tactics to improve performance drivers.
• Use business insights and performance trends to guide decisions and improvements.
• Foster a culture of continuous improvement and operational innovation.

5. Team Leadership & Culture

Build and lead a high-performance, accountable team.

• Recruit, develop, and retain strong Key Players and Care Pros.
• Set clear expectations and hold team members accountable to defined metrics.
• Provide coaching in sales effectiveness, recruiting performance, and service excellence.
• Foster a culture of ownership, urgency, collaboration, and care.
• Drive alignment within the office, across the state network, and with HQ.

Performance Outcomes (KPIs)

The General Manager is accountable for achieving results across:

• Revenue and hours growth
• Gross margin and overall profitability
• Sales conversion rates and pipeline health
• Recruiting yield, retention, and staffing stability
• Client retention and satisfaction
• Team engagement, retention, and performance health