General Manager, Ever - Costa Mesa

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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 maintained within defined thresholds.

• Headcount & Performance: Staffing, performance management, and retention across all four verticals. Regular 1:1s and documented coaching for all direct reports.
• Hiring & Ramp: Ensure key roles are filled and ramp-ready before gaps become operational constraints.

• SOP Adherence: Enforce and continuously improve processes across Sales, BDC, F&I, and Business Office.
• Deal Integrity: Lender compliance, state title and registration requirements, CDK data accuracy, and contract packaging — end-to-end.

• Leadership Experience: 5–8 years of senior leadership managing multiple functional verticals in a high-volume, consumer-facing operation.
• Sales & F&I Ownership: Direct experience owning both Sales and F&I performance with fluency in front-end and back-end margin mechanics at the deal level.
• BDC Background: Proven track record leading a BDC or inside sales function with measurable accountability to lead conversion and pipeline metrics.
• Industry Background: Experience in automotive retail or direct-to-consumer vehicle operations. Familiarity with the DTC operating model and its demands is strongly preferred.
• DMS Proficiency: Hands-on experience with CDK, Reynolds & Reynolds, or a comparable dealership management system.
• Title & Registration: Experience managing business office and title functions, including multi-state or complex regulatory environments.
• Team Building: Track record of hiring, developing, and managing performance to clear, documented standards.
• EV Knowledge: Working knowledge of or demonstrated interest in the EV market and its operational differences from traditional automotive retail.
• Customer Experience: Build a world class sales organization that meets or exceeds customer expectations and keeps customers enthusiastic about the brand. 
• Escalations Experience: Own the customer escalation funnel addressing customer concerns at the root cause, and leaving customers happy and satisfied with exceptional outcomes.

• Costa Mesa, CA — On-Site Required. No remote or hybrid arrangements. Availability required during high-volume periods, weekend hours, and month-end close.