Regional General Manager (East)

Basic Purpose The Regional General Manager is responsible for the overall operational leadership, performance, and strategic oversight of assigned regional client service operations on the East Coast. This position oversees Regional Client Services Managers and their teams, ensuring consistent execution of company objectives, operational excellence, employee development, and exceptional client experience across all assigned territories. This role is responsible for driving regional performance through leadership, accountability, process improvement, collaboration, and workforce development. The Regional General Manager serves as a key operational leader within the organization and partners closely with executive leadership to support company growth, client retention, employee engagement, and operational scalability. Scope Directs, coaches, and supports Regional Client Services Managers and their team members across multiple regions and operational functions. Oversees the daily operations of regional office support teams including Coordinators, Inspectors, and other administrative support personnel. Provides strategic leadership to ensure consistency in service delivery, KPI attainment, employee performance, client satisfaction, communication standards, and operational processes across all assigned territories. Develops and implements initiatives to improve efficiency, team collaboration, accountability, and overall business performance. Drives operational alignment while promoting and reinforcing ATIS’ Vision, Mission, and Values throughout all teams and client interactions. Reporting and Working Relationships The Regional General Manager will report directly to the Senior Director of US Inspections. This role works closely with Human Resources, Finance, Operations Leadership, Field Leadership, and other department leaders across the organization. Primary Responsibilities Provides direct leadership, coaching, development, and support to Regional Client Services Managers and their team members. Establishes operational goals, regional KPIs, and performance expectations aligned with company objectives to drive revenue growth, gross margin improvement, client retention, and new units. Oversees performance management processes including one-on-one meetings, performance reviews, coaching conversations, accountability measures, and employee development planning. Drives consistency in processes, communication standards, workflows, and client experience across all assigned regions and departments. Monitors operational metrics, team productivity, staffing levels, service quality, and KPI attainment; develops action plans as needed to address gaps or improve performance. Partners with leadership to identify operational efficiencies, staffing needs, process improvements, and growth opportunities. Collaborates cross-functionally with Operations, Finance, HR, Compliance, and Field Leadership to support organizational initiatives and operational alignment. Oversees onboarding, training, development, and retention efforts for regional office teams. Assists managers in navigating escalated client concerns, employee relations issues, and operational challenges. Ensures teams are effectively utilizing systems, dashboards, and reporting tools including NetSuite and Dayforce. Supports succession planning and leadership development initiatives within regional operations teams. Maintains thorough knowledge of the elevator inspection industry, company operations, and client service expectations. Manages client satisfaction and service delivery across assigned territories, measured through client feedback, retention/churn metrics, responsiveness, and operational performance. Leads regular regional leadership meetings and operational review discussions. Identifies trends, risks, and opportunities impacting operational or client performance and develops proactive solutions. Supports business growth initiatives through operational readiness, client rete…