Job Description
General Manager (Multi-Location Operations) – The UPS Store Franchise
Position Overview
The General Manager is responsible for the full day-to-day ownership and execution of multiple pack, ship & print locations. This role oversees all aspects of the business, including operations, staffing, training, financial performance, customer experience, and compliance.
This position is designed to transition operational responsibility from ownership to a dedicated leader, allowing ownership to focus on high-level oversight, strategy, and growth. The General Manager is expected to manage the business, make decisions (with ownership approval), and ensure consistent execution across all locations.
This is a hands-on leadership role. The General Manager must be equally comfortable managing performance at a high level and working behind the counter to support operations.
The role carries full accountability for store performance, team execution, and operational consistency across all assigned locations.
Core Responsibilities
Multi-Unit Operations & Execution
- Oversee and manage daily operations across multiple locations
- Ensure consistent execution of processes, service standards, and workflows across all stores
- Monitor operational performance and proactively address inefficiencies or breakdowns
- Maintain high standards of organization and brand compliance, cleanliness, and readiness at all locations
- Balance and prioritize competing operational needs across stores in real time
Staffing, Hiring & Team Management
- Lead all aspects of staffing across locations, including recruiting, hiring, on boarding, and retention
- Ensure each location is appropriately staffed based on business demand
- Build and maintain a dependable, accountable team
- Manage scheduling and labor allocation across stores
- Address staffing gaps quickly and effectively
Training, Development & Accountability
- Ensure all employees are properly trained in The UPS Store systems, services, and customer experience standards
- Provide ongoing monitoring & coaching, hands-on training, and performance feedback
- Establish clear expectations for employee performance and behavior
- Conduct performance evaluations and manage both development and corrective actions
- Develop internal talent to support future leadership and operational needs
Hands-On Store Leadership
- Work in-store and behind the counter regularly to support operations
- Step in during peak hours, high-volume periods, or staffing shortages
- Maintain full proficiency in all services, including shipping, printing, and customer interactions
- Lead by example in service quality, urgency, and professionalism
Coverage & Floater Responsibility
- Serve as the primary operational backup across all locations
- Travel between stores as needed to maintain service levels and continuity
- Adjust staffing and schedules dynamically based on real-time needs
- Ensure no disruption to operations due to staffing issues
Financial Performance & P&L Accountability
- Manage and take ownership of financial performance across all locations
- Monitor revenue, expenses, and labor costs
- Analyze performance trends and implement improvements
- Ensure stores are operating efficiently and profitably
- Prepare and communicate regular performance updates to ownership
Customer Experience & Service Standards
- Ensure all locations consistently deliver high-quality customer service
- Address escalated customer issues and implement solutions
- Reinforce service expectations and customer interaction standards across teams
- Drive a culture focused on reliability, responsiveness, and professionalism
Compliance, Brand Standards & Store Discipline
- Enforce adherence to The UPS Store brand standards and operational procedures
- Ensure employees meet uniform, appearance, and conduct expectations
- Conduct regular audits of store execution and compliance
- Maintain accountability across all team members and locations
- Regularly audit transactions to locate deficiency in training and employee compliance
Sales, Growth & Local Engagement
- Support store-level revenue growth through improved execution and service
- Identify opportunities for local partnerships and repeat business
- Ensure teams actively promote services and maximize customer interactions
- Assist in executing local marketing initiatives
Inventory, Systems & Operational Control
- Oversee inventory management and supply levels across all locations
- Ensure proper use of POS systems and operational tools
- Implement controls to reduce waste and improve efficiency
- Maintain store equipment and ensure operational readiness
Qualifications
- 3+ years of retail management experience required (multi-location or high-volume environment preferred)
- Proven ability to manage operations, teams, and business performance independently
- Demonstrated experience in hiring, training, and employee development
- Strong understanding of store operations and financial performance
- Ability to multitask effectively in high-demand, fast-paced environments, managing multiple priorities, locations, and operational issues simultaneously
- Ability to remain organized, make decisions quickly, and execute under pressure without compromising service quality
- Strong leadership with a hands-on, accountable management style
- Excellent communication, problem-solving, and decision-making skills
- Proficiency in Microsoft Office and retail systems
Key Attributes
- Operates with a strong sense of ownership and accountability
- Capable of running day-to-day operations with minimal oversight
- Able to prioritize, shift focus quickly, and manage multiple issues simultaneously
- Maintains composure and effectiveness in high-pressure situations
- Builds and maintains reliable, high-performing teams
- Maintains consistency and discipline across multiple locations
Physical Requirements
- Ability to stand for extended periods
- Ability to lift packages up to ~50 lbs.
- Ability to perform all in-store operational tasks
Role Expectations
- This is a hands-on, in-store leadership role, not a remote or administrative-only position
- Requires regular movement between multiple store locations
- Requires schedule flexibility, including weekends and peak business hours
- The General Manager is expected to take full responsibility for daily operations.
Job Tags
Full time, Work at office, Local area, Shift work