Store Operations Manager

About the role

This position is built for a hospitality focused professional who is eager to join a fun, entrepreneurial and rapidly growing company in the Boston, MA area. The hire will own the full employee lifecycle for the store, including recruiting, coaching, and developing a diverse part-time hourly staff that features Shift Leaders, Cookie Crew, and Delivery Drivers. You will lead critical service components such as ensuring stellar food quality, engaging customer service, employee friendliness, and store cleanliness through the team on every shift. The role establishes a strong culture of excellence that prioritizes cookie quality, customer service, and sales performance while actively supporting personal growth and opportunity for all team members. You will manage and audit inventory to maintain proper controls and safeguard company assets. In addition, you will create and execute fun, local marketing drops that drive awareness and engagement within the community. The position will also involve creating and driving in-store recognition programs and contests to motivate the team and celebrate high performance. This is a hands on role that requires strategic thinking, operational rigor, and a commitment to delivering an exceptional guest experience at all times.

Key facts

What you'll do

Hire, coach, and develop a diverse part-time hourly staff that includes Shift Leaders, Cookie Crew, and Delivery Drivers while ensuring a fair and consistent process.

Lead service components including stellar food quality, engaging customer service, employee friendliness, and store cleanliness, through the team on every shift and during all operating hours.

Establish a strong culture of excellence that prioritizes cookie quality, customer service, and sales performance, while also supporting personal growth and opportunity for all team members.

Manage and audit inventory to maintain proper controls, reduce shrink, and ensure accurate stock levels in alignment with company standards.

Create and execute fun, local marketing drops that connect the brand with the community and drive incremental store traffic.

Create and drive in-store recognition programs and contests that motivate team members and reward outstanding performance and teamwork.

Utilize strong technical acumen regarding restaurant and retail business software, including navigating point of sale systems and generating reports.

Demonstrate proficiency with MS Outlook, Excel, and MS Teams to communicate effectively, analyze data, and coordinate schedules across departments.

Prior experience hiring employees using an Applicant Tracking System to streamline recruitment and ensure compliance with company policies.

Familiarity with using commercial convection ovens is a plus that can enhance your ability to support kitchen operations and train staff.

Maintain compliance with all food safety, health, and safety regulations while modeling best practices for the team.

Collaborate with cross functional partners to resolve guest concerns and turn potential issues into positive experiences.

Analyze sales performance data to identify trends, opportunities, and areas for improvement in customer engagement and productivity.

Serve as a visible leader in the store, setting the tone for service excellence, operational consistency, and team morale.

Requirements

3+ years of management or leadership experience in a restaurant or retail establishment that has provided exposure to team supervision and operational responsibilities.

Availability to work 2-3 mid-to-late shifts throughout the latter part of the week, specifically Thursdays, Fridays, Saturdays, and Sundays, to support peak business hours.

A benevolent leadership style that balances guidance with empowerment, fostering an environment where team members can thrive and develop their skills.

An innate sense of true hospitality and a demonstrated ability to deliver exceptional customer service to all guests, regardless of circumstances.

A solid technical acumen regarding restaurant and retail business software, including comfort with learning new systems and tools as they are introduced.

Proficiency with MS Outlook, Excel, and MS Teams to effectively manage communication, scheduling, data tracking, and reporting tasks.

Prior experience hiring employees using an Applicant Tracking System to ensure efficient, accurate, and compliant recruitment processes.

Familiarity with using commercial convection ovens is a plus that can help you maintain food quality standards and coach kitchen staff effectively.

Strong attention to detail and the ability to consistently follow procedures while also identifying opportunities for process improvement.

Excellent verbal and written communication skills that enable clear, professional interactions with team members, guests, and corporate stakeholders.

The physical ability to stand, walk, and move about the store for extended periods, including lifting moderate weights when necessary.

Willingness to adhere to all food safety, hygiene, and operational policies, and to support a safe and respectful work environment.

A demonstrated commitment to teamwork, reliability, and accountability in previous roles where you managed complex responsibilities.

Flexibility to adapt to changing business needs, including schedule variations, special promotions, and unexpected operational challenges.