About Goodsmith

Goodsmith is redefining how homeowners care for and repair their homes. Our AI-driven platform connects members with an in-house team of full-time technicians across every trade—providing a single, accountable, and data-informed solution for home maintenance and repair.

We combine craftsmanship with technology, bringing efficiency, transparency, and exceptional service to a historically fragmented industry.

Why This Role Matters

Goodsmith’s promise to homeowners depends on disciplined execution in the field. The General Manager ensures that our team operates safely, efficiently, and profitably—meeting daily goals and exceeding expectations with every visit. This role is the link between vision and results.

Position Summary

The General Manager (GM) leads Goodsmith’s Houston operation, overseeing all field activity for a team of 14+ full-time W-2 technicians across multiple trades. This is a hands-on operational leadership role focused on performance, consistency, and customer experience—not a technical or trade-specific position.

The GM is responsible for ensuring the Houston operation runs efficiently, profitably, and in line with Goodsmith’s service standards. Success in this role comes from clear communication, strong process management, and the ability to hold people accountable while maintaining morale.

The GM partners closely with the Assistant Manager, who is responsible for field-level execution—job estimating, quality checks, and homeowner interaction. Together, they ensure a seamless, well-orchestrated daily operation.

This position is ideal for a results-oriented leader with experience managing field or service operations—whether from facilities, healthcare, logistics, retail, hospitality, or another complex service environment.

Key Responsibilities

Leadership & Culture

• Lead, support, and develop a team of full-time field technicians.

• Promote a culture of professionalism, pride, and accountability.

• Conduct regular one-on-one meetings to align expectations and resolve issues.

• Partner with the Assistant Manager to ensure clear communication across the field team.

• Maintain a 90%+ annual retention rate among top-performing employees.

Operational Oversight

• Oversee day-to-day execution: schedules, routing, and technician assignments.

• Manage workflow and resource deployment to maximize productivity.

• Monitor job progress, timeliness, and customer feedback to ensure consistent delivery.

• Maintain operational standards for uniforms, vehicle readiness, and overall presentation.

• Identify process improvements and implement operational systems for scale.

Customer Experience

• Ensure high-touch, professional service across all homeowner interactions.

• Support the Assistant Manager on escalations or sensitive customer issues.

• Monitor satisfaction data and drive initiatives to sustain a 4.8+ average rating.

• Champion Goodsmith’s reputation for reliability and craftsmanship.

Facilities & Inventory

• Maintain the warehouse in top operational condition—organized, safe, and efficient.

• Oversee vehicle fleet readiness, cleanliness, and maintenance schedules.

• Manage ordering and control of tools, parts, and consumables in coordination with the Assistant Manager.

Performance & Metrics

Own and track five key operational KPIs:

• Technician Utilization: ≥ 70%

• On-Time Arrival Rate: ≥ 95%

• First-Time Fix Rate: ≥ 85%

• Customer Satisfaction: ≥ 4.8 / 5

• Technician Retention: ≥ 90%

Conduct daily reviews, lead weekly performance meetings, and drive continuous improvement through data-based decisions.

Ideal Candidate

• 7+ years of management experience in an operational, service-based environment.

• Proven success leading teams of 10+ employees with P&L or performance accountability.

• Strong communication and organizational skills; comfortable managing both people and process.

• Calm under pressure; able to handle escalations and maintain team composure.

• Hands-on, problem-solving leader with a focus on quality and execution.

• Not required to have a background in trades or construction—just the ability to run a high-performing field operation.