Multi-Unit General Manager

Multi-Unit General ManagerBillings, Montana RetailHigh Country Ace is a group of three independently owned Ace Hardware retail stores located in Billings, Montana; Laurel, Montana; and Buffalo, Wyoming. We are committed to delivering exceptional service and treating every customer like a neighbor, because building lasting relationships matters just as much as building lasting projects.We believe in honest guidance over sales pressure — including referring customers to competitors when it's the right thing to do — and we're building a team of people who have a genuine heart for service.This isn't a startup operation where you'll be building from scratch. High Country Ace has invested in building the infrastructure to support a General Manager's success:A dedicated HR Coordinator is already in place, handling recruiting, onboarding, benefits, and employee relations across all three stores.A Comptroller manages all financial operations, A/R, A/P, and payroll — so you can focus on stores, not back-office administration.Epicor Eagle POS and Compass reporting systems are in place across all locations with established reporting cadences.You will be stepping into a role with real support, real tools, and an owner who is serious about building a professional, scalable operation.The General Manager — Director of Store Operations serves as the head of day-to-day operations across all three High Country Ace locations. This role is the critical bridge between ownership and in-store execution.You will report directly to the owner and will be a peer to the Comptroller. The three Store Managers report directly to you. The HR Coordinator and office staff report through the Comptroller, but you will work closely and collaboratively with HR on all people-related matters including hiring, performance management, and training. You will have the authority and accountability to drive results across the organization. This is a hands-on leadership role — not a desk job. You'll spend significant time in the stores, coaching managers, solving problems, and making sure we're living up to the standard our customers and communities expect.Multi-Store Operations & ExecutionOversee daily operations of all three store locations, ensuring consistency in merchandising standards, store appearance, customer service, and operational proceduresConduct regular store walks at each location to evaluate conditions, identify issues, and ensure follow-through on action itemsDevelop and enforce standard operating procedures across all locations while allowing for appropriate local adaptationManage cross-store coordination including inventory transfers, staffing support, and shared resourcesEnsure all stores maintain compliance with Ace Hardware corporate standards, safety regulations, and company policiesPeople Leadership & DevelopmentDirectly supervise, coach, and develop three Store Managers — set expectations, conduct regular one-on-ones, and hold them accountable for resultsBuild a culture of service, accountability, and continuous improvement across all locationsPartner with the HR Coordinator on hiring, onboarding, and training efforts to ensure each location is staffed with capable, service-oriented associatesAddress performance issues promptly and constructively; partner with HR on disciplinary matters, PIPs, and terminations when necessaryChampion employee development by identifying high-potential team members and creating growth opportunitiesFacilitate regular manager meetings to share best practices, review performance, and align on prioritiesFinancial Performance & ReportingOwn the P&L performance for all three stores; monitor sales, margins, labor costs, and expenses against budgetAnalyze sales trends, gross profit, and key performance indicators using Epicor Eagle and Compass reporting toolsManage labor scheduling to maintain an appropriate sales-to-payroll ratio at each location, using the company's data-driven staffing modelsReview and optimize inventory levels, reorder points, and purchasing decisions to minimize dead stock and stockoutsPrepare regular operational reports and performance summaries for ownershipIdentify opportunities to reduce costs and improve profitability without sacrificing customer experienceCustomer Experience & CommunitySet the standard for customer service across all locations — lead by example on the sales floorMonitor customer feedback, reviews, and complaints; ensure issues are resolved quickly and used as learning opportunitiesRepresent High Country Ace in the local community; support store-level events, sponsorships, and outreach effortsEnsure every store delivers on our promise: honest guidance, genuine relationships, and neighborly serviceVendor & Inventory ManagementOversee purchasing strategy and vendor relationships across all three locationsWork with Store Managers to optimize product mix, seasonal sets, and planogram executionCoordinate with Ace Hardware corporate on promotional programs, buying opportunities, and co-op initiativesLeverage centralized inventory tools to ensure each store maintains appropriate stock levels through effective use of reorder points, suggested orders, and inter-store transferSystems & TechnologyLeverage the Epicor Eagle POS system and Compass reporting tools to make data-driven decisionsEnsure Store Managers and associates are properly trained on all technology systemsPartner with ownership on technology initiatives and process improvementsUtilize Paycom for workforce management, scheduling oversight, and labor cost monitoringRequired Qualifications5+ years of retail management experience, with at least 2 years overseeing multiple locationsExperience in the hardware, home improvement, lumber/building supply, or farm & ranch retail industryProven track record of managing and developing store-level managersStrong financial acumen — comfortable reading P&L statements, analyzing margins, and managing a budgetExperience with inventory management, purchasing, and loss prevention in a retail environmentDemonstrated ability to build and maintain a high-performance, service-oriented cultureExcellent communication skills — able to coach, give direct feedback, and represent the company professionallyWillingness to travel regularly between all three store locations (Billings, Laurel, and Buffalo)Valid driver's license and reliable transportationPreferred QualificationsFamiliarity with Ace Hardware operations, programs, and co-op structureExperience with Epicor Eagle POS systems or similar retail management softwareBackground in independent retail (vs. big-box chain management) understanding of the unique challenges and advantagesExperience operating in rural or small-market retail environmentsProficiency with data analysis and reporting tools; comfort using technology to drive decisionsWhat Success Looks LikeFirst 90 DaysComplete a thorough assessment of each store's operations, staffing, inventory, and financial performanceBuild strong working relationships with all three Store Managers, the Comptroller, the HR Coordinator, and their teamsIdentify the top 3–5 operational priorities and present a plan to ownershipEstablish a regular cadence of store visits, manager meetings, and reportingFirst YearAll three stores consistently meeting or exceeding sales and margin targetsStore Managers are growing in their roles and operating with clear accountabilityOperational standards are consistent across all locations without micromanagementInventory turns are improving and dead stock is decreasingCustomer satisfaction and community engagement are measurably strongerOwnership has confidence that day-to-day operations are in capable, trustworthy handsWork Environment & Physical RequirementsThis role requires regular presence in all three store locations; expect to split time across stores weeklyTravel between Billings/Laurel, MT and Buffalo, WY is required (approximately 175 miles between the Montana and Wyoming locations)Must be able to stand and walk for extended periods on the sales floorOccasional lifting up to 50 lbs. may be requiredFlexibility to work weekends and early/late hours as needed, particularly