Site General Manager

Job Purpose:

The Site General Manager is the senior-most leader at the site and is accountable for the full spectrum of operations, continuous improvement, customer experience, and commercial execution. This role owns the site’s performance in safety, quality, cost, service, and team development. Just as importantly, this leader is responsible for ensuring consistent, high-quality customer experience through responsiveness, execution, and relationship management. This role blends operational excellence with commercial enablement.
The Site GM works closely with Sales, Customer Service, Planning, and Operations to ensure the site delivers a service advantage that earns margin premium over competitors. The ideal candidate is equally comfortable leading frontline manufacturing teams, managing customer escalations, driving performance metrics, and executing strategy.
The Site General Manager is expected to lead the team, own DIFOTIS performance, and serve as the site’s escalation point for commercial execution and customer issues. They will work closely with internal distribution, and the Direct Sales team to deliver fast, reliable, and responsive solutions. This leader is accountable for driving commercial outcomes that capture a margin premium over competitors by delivering superior service, responsiveness, and total customer value.


Job Responsibilities: Briefly describe what this person would be accountable for in their performance reviews (e.g., project implementation, report creation, process management, trade-off decisions). List the accountabilities in order of importance to the enterprise.
Customer Ownership & Commercial Partnership
• Own the customer experience for the site.
• Serve as the face of the site for customers—owning service delivery, quality, and issue resolution.
• Act as the site’s primary escalation point for customer and commercial concerns.
• Partner with Sales and Customer Service to ensure a seamless quote-to-production-to-delivery cycle.
• Monitor and own site-level performance in DIFOTIS (Delivery In-Full On-Time In-Spec), NPS, and customer retention.
• Collaborate with Sales to support business development, onboarding, project launches, and capability assessments.
• Identify and implement strategies to provide value-added solutions that drive customer satisfaction and commercial success.
Operational Excellence
• Oversee all day-to-day operations across production, maintenance, planning, scheduling, warehouse, quality, and distribution.
• Lead and ensure adherence to best practices in Lean Manufacturing, safety, and continuous improvement.
• Ensure full compliance with quality and regulatory requirements (EHS, OSHA, ISO, HR, etc.).
• Maintain optimal inventory, WIP, and finished goods levels to meet customer and production needs.
• Ensure effective coordination between customer service, operations, and supply chain teams.
• Champion efficiency gains, automation opportunities, and process enhancements.
Safety, Compliance & Culture
• Establish and maintain a culture of safety, ensuring all policies and procedures are followed and reinforced daily.
• Own site-level compliance with EHS programs and training requirements.
• Promote and lead a workplace culture based on accountability, collaboration, integrity, and mutual respect.
• Ensure all team members understand their role in upholding safety, product quality, and customer expectations.
Financial & Strategic Management
• Own and manage the site’s P&L, including labor, overhead, productivity, OPEX, and capital improvements.
• Develop and manage operating budgets in alignment with corporate and business unit goals.
• Drive cost savings through labor optimization, waste reduction, throughput, and productivity improvements.
• Use performance data to drive decisions, corrective action plans, and long-term improvements.
Leadership & People Development
• Build, develop, and lead a strong, high-performing leadership team, including direct oversight of Plant Manager and functional leads.
• Set clear goals and KPIs across departments; drive accountability and provide feedback and coaching.
• Foster a performance-driven culture with strong communication, transparency, and team alignment.
• Lead talent development, succession planning, and workforce planning aligned with business needs.
Cross-Functional Collaboration
• Work closely with VP of Production and VP of Sales to align operational and commercial strategies.
• Coordinate with Product Development, Customer Service, and Planning teams to ensure operational readiness and customer delivery.
• Lead regular business reviews with stakeholders, sharing site metrics, risks, and opportunities.
• Collaborate with other site leaders to share best practices and elevate performanc