General Manager, Ever - Costa Mesa

About this role

General Manager, Ever - Costa Mesa

About Us

Ever is building the future of auto retail. As the first AI-native auto retail platform, we are building the next $100B+ automotive business, starting with electric vehicles. Our AI-native product and operations power our full-stack auto retail business, serving EV buyers and sellers across the nation, both online and offline.

About the Role

The General Manager is the senior operational leader at Ever’s Costa Mesa hub. You will own the full customer-facing deal lifecycle —from first contact through funding and title — and be accountable for the performance, culture, and daily execution of four verticals: Sales, BDC, Finance & Insurance, and Business Office / Title & Registration. This role reports directly to the VP of Operations and requires a full-time, on-site presence at the Costa Mesa hub.

Key Responsibilities

Sales Leadership

• Deal Volume & Margin: Own retail deal volume targets for the Costa Mesa market. Hold the Sales Manager and consultants accountable to closing ratios, front-end margin per unit, and customer experience scores.

• Sales Process: Drive a consistent process from lead to delivery. Monitor pipeline health, stage-by-stage conversion, and days-to-close across the team.

• Deal Quality: Review deals in progress and post-close for margin integrity, proper structure, and adherence to process. Coach the Sales Manager on unit economics and objection handling.

• Funnel Gaps: Identify and address breakdowns in the sales funnel before they become systemic issues.

BDC & Lead Operations

• Pipeline Performance: Oversee BDC inbound and outbound pipeline. Hold the BDC Manager accountable to contact rate, appointment set rate, and show rate.

• CRM & Process Hygiene: Ensure lead routing, CRM data integrity, and scripting are up to date and consistently applied across the team.

• Alignment: Partner with pricing and inventory functions to align lead flow and vehicle positioning with BDC capacity and conversion performance.

Finance & Insurance (F&I)

• Back-End GPU: Own back-end gross profit per unit targets across product penetration, financing conversion, and chargeback rate.

• Compliance: Ensure every deal meets lender guidelines, state regulations, and internal compliance standards. Deal-level compliance is non-negotiable.

• Leading Indicators: Monitor funding time, deal kickbacks, and stipulation clearance rates as the primary health signals for F&I operations.

• Capacity & Structure: Identify constraints in F&I staffing or role definition and escalate to the VP of Operations before they affect throughput.

Business Office / Title & Registration

• SLA Performance: Ensure title and registration processing meets defined SLA targets. Track deal completion rate and exception volume on a weekly basis.

• Handoff Ownership: Own the Finance-to-Business-Office handoff as a documented, zero-ambiguity process. Resolve title issues and lien payoffs without allowing them to delay funding.

• State Compliance: Maintain awareness of title and registration requirements across all active states relevant to SF hub transactions.

Execution & Accountability

• Weekly Reviews: Run structured weekly reviews with team leads. Use data to diagnose trends, assign corrective action, and track resolution.

• Target Translation: Convert company-level targets — GPU, deal volume, margins — into vertical-specific goals with defined owners and timelines.

• Programmatic Initiatives: Drive SOP implementations, system rollouts, and process improvements from design through full team adoption.

• P&L Accountability: Own the SF hub’s gross profit contribution. Understand and manage all operational levers that affect it.

• Culture: Set the standard for how the team operates, handles pressure, escalates problems, and serves customers.

What You Are Responsible For

Performance Metrics

• GPU: Front-end and back-end gross profit per unit; blended GPU across all closings at or above target.

• Volume & Velocity: Deal volume, close rate, days-to-fund, stip clearance rate, and BDC appointment-to-show conversion.

• Compliance Metrics: Chargeback rate and title completion rate…