Sr. Operations Manager

Description

Overview

The Senior Operations Manager is the direct supervisor of all Area Managers across assigned regions. This role is responsible for onboarding, training, and ensuring the ongoing success of Area Managers, while holding them accountable to company-defined metrics including sales, labor, and operational checklist completion. The Senior Operations Manager ensures the overall health, performance, and consistency of all stores under their oversight and drives execution through hands-on leadership, regular field presence, and a focus on operational excellence. This role works directly with the Vice President of Operations to align regional performance with company goals and strategic initiatives.

Key Responsibilities

Area Manager Supervision & Development

• Directly supervise all Area Managers across assigned territories. 
• Lead the onboarding and training of new Area Managers to ensure alignment with company expectations and standards. 
• Provide ongoing coaching, development, and performance management to Area Managers, ensuring they are equipped to lead their regions successfully. 
• Hold Area Managers accountable to defined KPIs, including sales performance, labor control, checklist completion, and customer satisfaction. 
• Assist in mentoring and developing field managers in partner with Area Managers, creating a strong pipeline of internal talent. 
• Build and maintain a strong, positive field culture aligned with company values 

Store Health & Performance Oversight

• Directly oversee a portfolio of all stores within the assigned region, providing consistent support to the ops team. 
• Ensure the operational, financial, and cultural health of all stores within each Area Manager's region. 
• Conduct regular performance reviews, store visits, and audits to evaluate compliance with brand standards and operational consistency. 
• Partner with Area Managers to create and execute action plans for underperforming stores. 

Operational Excellence

• Drive consistent implementation of operational procedures and brand standards across all locations. 
• Support readiness and execution for product launches, promotions, and new store openings. 
• Monitor and analyze key data to identify trends, opportunities, and risks at the store and area level. 

Performance & Financial Accountability

• Monitor and analyze key performance indicators (KPIs), including labor, COGS, sales growth, and customer satisfaction. 
• Identify performance gaps and implement action plans for improvement. 
• Support budget management, inventory control, and cost optimization strategies. 

Cross-Functional Partnership

• Work closely with other departments including HR, Finance, Training, and Marketing to ensure field initiatives are well-supported and executed. 
• Serve as the key communication bridge between field operations and corporate leadership, providing insights and feedback from the field. 
• Partner directly with the Vice President of Operations to align on priorities, performance expectations, and long-term operational strategies.

Requirements

• Bachelor’s degree in Business, Hospitality, or a related field preferred.
• 5–8 years of experience in multi-unit operations, preferably in coffee, food & beverage, retail, or hospitality. 
• Experience managing, coaching, and developing field-based teams. 
• Strong operational and financial acumen, with the ability to drive accountability. 
• Excellent interpersonal, communication, and leadership skills. 
• Ability to travel regularly within assigned territory (up to 70% travel). 
• Proficiency in operational tools and platforms (scheduling, POS, reporting dashboards).