General Manager @ Search Fund Backed Healthcare Company (Full-Time)

Crane Talent Group is managing this search on behalf of the client. Please Note This company does not sponsor visas This is a great opportunity for someone who is seeking a PE-backed or search fund backed operator role with a path to COO The role is in-person in Minneapolis, MN The company has 60 employees and ~$15mm in revenue Application Link: https://recruitcrm.io/apply/17489747891000026819CRn THE COMPANY Founded over 50 years ago, the company is a home medical equipment (HME) company based in Minneapolis, MN that supplies incontinence products, lift chairs, bathroom aids, and a long list of other products as well as a home delivery service to clients throughout the Twin Cities and to facilities nationwide. The company started out as a small locally owned business, and has grown into a company that staffs over 50 employees that bring decades of work experience. From its Customer Care group, to repairs, to order fulfillment, it does everything possible to satisfy its customers’ needs. The company’s goals are: Provide the highest level of customer experience in our industry To continue adapting to the ever-changing world of insurance Grow by 20%+ every year through a combination of inorganic and organic initiatives Provide a singular employee experience that rewards contribution to the company’s mission The company has a showroom located in South Minneapolis and holds contracts with most major insurance carriers and waiver programs. Core Values: Proactive spirit Genuinely cares Stubborn diligence THE ROLE The company is looking to hire a proactive, detail oriented and genuine General Manager, who has desires to grow into a COO position. This hire must be a proven leader who will lead the Customer Service, Business Development and Fulfillment teams. As such, the ability to prioritize ruthlessly and execute beautifully across conflicting issues will be necessary for success. Reporting to the CEO, this position will be the go-to contact for all operational needs. When needed, the GM can escalate problems to the CEO, but should bring several potential solutions. Experience in healthcare is preferred. The position will be very hands-on, and true to their core values, they are looking for a proactive spirit who believes no role is below them. This is a highly visible role in which you will work closely with the CEO, management, and any advisors. The role is based in Minneapolis, MN and is in-office 5 days / week. KEY RESPONSIBILITIES Leadership and Team Management: Participate in weekly manager meetings and quarterly EOS sessions. Manage and lead a team of three direct reports + 45 indirect reports Oversee team goals, performance reviews, hiring, training, and development. Ensure team members meet KPIs and have clear goals and objectives. Contact Center Management: In concert with department leadership, ensure the Customer Support team stays excited about and motivated by the company’s mission, vision, and values Design and document the hiring, onboarding, and training of new Customer Support Representatives Own the contact center knowledge base, ensuring all content is kept up to date in our system Refine Customer Support performance reporting and performance measures Identify opportunities and design programs around upskilling high-performing employees Develop standard rep messaging around product, insurance, etc. issues Act as final point of escalation for customer issues Fulfillment Management: In concert with department leadership, ensure the Fulfillment team stays excited about and motivated by the company’s mission, vision, and values Design and document the hiring, onboarding, and training of new Fulfillment team members Refine Fulfillment performance reporting to ensure team is aligned around the mission and performance measures Assist and advise on inventory management Advise on capital expenditures required for seamless fulfillment of our products Business Development: Oversee the company’s retail operation and monitor for opportunities to improve our floor product mix, presentation, etc. Support efforts to diversify or change our product offerings Reporting and Analysis: Prepare reports for the Board of Directors (BOD), investors, and management team Prepare decks and materials for BOD meetings and investor presentations. Provide ongoing management reporting and analysis, supporting strategic priorities. IDEAL EXPERIENCE Experience 7+ years of experience in highly regulated industries (healthcare preferred), or in companies where product quality and compliance are critical. You want to grow You will enter as a GM and, through exceptional performance, will grow to COO Operational Ninja You want to make everything more efficient and can capably document the process. You have some exposure to revenue cycle management and/or compliance Customer Service You have managed a great 25+ rep contact center and understand the best practices and tools that made it great You have used and understand enterprise software (e.g., an EHR, ERP, CRM, etc.) Logistics You understand how to think about product delivery and the associated requirements Player / Coach / Mentor With nearly 50 people reporting up through the GM, you will need to support and coach your team. This will be one of the most important aspects of your role.