General Manager- D-Bat Indian Trail

At TOCA, we are passionate about people and the power of sport. We believe in creating an
environment that becomes the “third home” for our guests — where they learn, where they live,
and where TOCA becomes the place where they play. Whether they’re kicking a soccer ball for the
first time, focused on finding their best, or rediscovering their passion for the game, we are here to
support and guide them every step along the way. Everyone deserves the opportunity to
experience the joy and fulfillment that sports can bring, regardless of background and skill levels.
Our ultimate goal is to create a consistent and amazing experience for everyone who interacts
with TOCA, whether it is our dedicated team members or esteemed guests.

What makes a TOCA Teammate? An individual that seeks to...

● Play Hard
● Care Deeply
● Grow Together
● Strive for Excellence
● Create Awesome Experiences

Job Highlights:

Reports To: Regional Director of Operations
Location: Indian Trail, NC
Benefits: Health, Vision, Dental, 401K, and Paid Time Off

Position Overview:
We are seeking an experienced and dynamic General Manager for the TOCA Soccer Training
Facility who will lead our team in delivering exceptional training experiences while ensuring the
facility's cleanliness, visual appeal, and overall operational excellence. Additionally, they will be
responsible for managing a range of key performance indicators (KPIs) across different areas of
the facility. A successful candidate in the General Manager role is passionate about sports, can
take ownership of their centers by providing a welcoming and engaging environment for players,
parents, and staff, enjoys working alongside a team, embodies our core values, is able to work with
teams locally and remotely, and thrives in a fast-paced people-filled setting.

Role Scope & Responsibilities:

Center Operations (25% of Role Scope):
● Oversee day-to-day operations of the TOCA Soccer Training Facility, ensuring a clean,
clutter-free, and visually appealing environment for all visitors.
● Lead a team of staff members, including coaches, front-desk personnel, and experience
functions, fostering a collaborative and customer-focused atmosphere.
● Manage scheduling and staffing to ensure optimal coverage for training sessions and
customer service needs.
● Develop and implement facility maintenance protocols to ensure a well-maintained and
safe training environment for players and staff.
● Uphold a guest-centric approach, consistently exceeding guest expectations by ensuring
high levels of service quality and experience. Address guest concerns promptly and
effectively to maintain a positive center experience.
● Set and monitor KPIs related to facility maintenance, customer satisfaction (NPS and
reviews), referral generation, and overall operational excellence.
● Create a top-line revenue and performance strategy across all product lines, ensuring
growth and profitability through local community driven events, integrated teams and
online presence.
● Oversee team training sessions, league games, and class camp/clinic experiences,
monitoring their effectiveness in enhancing player development. Analyze NPS scores to
gauge customer satisfaction and drive improvements in service quality.

Leadership & Team Development (50% of Role Scope):
● Partner with the Regional Director of Operations to assist with sourcing and hiring new
management candidates, develop a pipeline of potential talent for long-term growth, and
raise engagement from skilled team members.
● Coach a team of motivated employees, conduct regular performance reviews, and work
with the People and Culture (HR) Department to address personnel concerns or issues.
● Implement strategies to boost employee engagement and reduce turnover, creating a
positive work environment.

Community Marketing & Sales Enablement (25% of Role Scope):
● Collaborate with the corporate sales and marketing team on ideating and implementing
new brand initiatives, client acquisition, and retention strategies for the center, with
positive impact for guests and teammates.
● Participate in enhancing the community with your center and regional teams.

TOCA Culture:
● Champion and uphold our core values of excellence, integrity, innovation, and community
to create a culture that resonates throughout the facility.
● Work with leadership to create and maintain a unified culture as well as a high level of staff
engagement throughout the center.

Qualifications & E