Operations Manager

Overview

The Operations Manager will oversee designated departmental profit and loss expense lines under the direction of the General Manager. In this role, you will help the café leadership team maintain brand standards and core values while driving performance that meets or exceeds business goals.

Key Responsibilities

• Maintain a strong understanding of the café budget and profit-and-loss reporting.
• Coach and mentor hourly team members so they grow into strong brand representatives and customer service professionals.
• Build labor schedules that align with the café budget and forecasting models.
• Successfully oversee a department and/or cost center.
• Work closely with all departments to ensure systems and processes are executed consistently and products and services meet brand expectations.
• Help senior leadership develop a capable hourly team aligned around the café’s shared vision and values.
• Apply brand standards in the Rock Shop and look for opportunities to increase retail sales through team and guest engagement.
• Create a service-focused environment where guests are always prioritized.
• Ensure guest experience standards are delivered at a level that meets or exceeds brand benchmarks and ranking systems.
• Monitor service quality objectively to protect the guest experience and uphold the brand.
• Engage with guests about music, including both contemporary and classic music.
• Support hiring and retention efforts by helping attract strong talent and placing people where their abilities can have the greatest impact.
• Set clear goals and expectations for team members, use performance review tools, and ensure accountability for results.
• Encourage employee growth and advancement through structured career paths.
• Act as a learning coach by creating, implementing, and running training and development programs that support continuous improvement and retention.
• Bring a self-driven attitude to ongoing personal and professional development.

Benefits

The company offers a broad benefits package designed to support employee health, future planning, and work-life balance. Benefits can differ based on employment status. Full details are available on the employer career site.

Additional Information

This position description covers the core duties of the role, but additional tasks may be assigned as needed.

Applicants should submit their CV/resume in English.