Job Description

Now Brewing – operations manager, Reserve Cafe/BOH #tobeapartner

From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others. As a place for community, gathering, and dynamic shared experiences, Starbucks Reserve® plays an important role in the broader Starbucks portfolio. Starbucks Reserve® celebrates craft and a place of belonging in a portfolio of unique flagship locations, Starbucks Reserve® Stores and Reserve Kitchens across the US.

Our Reserve Cafe food and culinary zone is an Italian-inspired bakery and kitchen that brings to life high quality culinary offerings within our Starbucks Reserve® experience. Our Reserve Cafe partners strive to exceed the expectations of our customers by showcasing the art of culinary innovation. Partners act as ambassadors for our food platform, preparing our freshly baked pastries and food offerings using premium ingredients. Reserve Cafe partners will use their knowledge and expertise of our exclusive products to inspire and delight customers by showcasing our sweet and savory food and beverage pairings. This fast-paced environment encourages partners to develop their passion for service while working alongside a diverse team of Starbucks partners.

This job contributes to Starbucks success by leading a team of partners to operate a profitability driven business by creating the best Starbucks Reserve® Experience for our customers and partners. The operations manager is required to regularly and customarily exercise discretion in managing the overall customer experience in their zone and store. This position also involves collaboration with market and peer management team, supervising, directing, coaching and training the workforce, ensuring customer satisfaction, stewarding product and brand quality, managing the financial performance of zones or a store and making staffing decisions. The operations manager is accountable for customer and partner experience and business performance of a store or specific zones within the store, including revenue, waste, inventory, labor spend management and operating expenses. The incumbent is responsible for modeling and acting in accordance with Starbucks guiding principles.

This role is based on-site at a Reserve or Roastery location and requires open availability to ensure the incumbent can meet the needs of the business.

As an operations manager you will:

Leadership - set goals for the work group, developing organizational capability, and modeling how we work together by:

• Leading a team of hourly partners to deliver world class customer and partner experiences. Identifies trends to continuously improve through awareness, empathy and action.
• Demonstrate a calm demeanor during periods of high volume or unusual events and manage smooth transitions thereafter to keep their zone and store operating to standard and to set a positive example for the entire store team.
• Display a customer comes first attitude by training and holding partners accountable for delivering exceptional customer service.
• Manage with integrity, honesty and knowledge that promotes the culture, values and mission of Starbucks.
• Demonstrate ingenuity and creativity in accomplishing goals when resources are limited or unavailable; can execute a plan without relying on a defined process.
• Identify and communicate key responsibilities and practices to ensure the immediate team of direct reports promote a positive attitude, confidence in leadership and collaborative teamwork to achieve business results.
• Drive and support the implementation of company programs, procedures, methods and practices to promote Starbucks key messages and achieve a competitive advantage.
• Set clear expectations, delegate and communicate key responsibilities and practices to partners within their store or zone to ensure smooth flow of operations.
• Develop relationships in the retail market to keep current with industry talent, benchmarking & identifying industry trends.
• Stay abreast of the business and competitive landscape, trends, and key business drivers to strategically identify opportunities that will maximize sales and ensure financial goals are achieved.
• Constantly review store environment and key business indicators to identify problems, concerns, and opportunities for improvement to provide coaching and direction to the store and/or zone team to achieve operational goals.

Planning and Execution – develop strategic and operational plans for the work group, managing execution, and measuring results:

• Direct and continuously improve store and zone operations to meet overall store and company objectives for operational excellence.
• Identify, plan, and execute areas for improvement to ensure consistently exceptional customer service.
• Plan and execute strategies to increase sales while controlling operational costs within the store zone. Identify trends and forecasts store or zone needs.
• Collaborate with other peer management and partner teams to plan and implement initiatives to support overall store and business unit objectives.
• Plan and manage processes and practices to ensure that programs are aligned with company business goals and objectives.
• Utilize existing tools to identify and prioritize communications and regularly use discretion to filter communications to the store team. Communicate clearly, concisely and accurately to ensure effective store organization.

Business Requirements - provide functional expertise and executing functional responsibilities:

• Develop understanding and usage of all operational tools, systems, and processes to plan for and achieve operational excellence in the store.
• Proactively identify problems, embrace problems as challenges to solve, and coach hourly partners to do the same.
• Leverage experience with retail business financials to drive sales across the store and zone.
• Manage retail business fundamentals for their store or zone: sale trends, inventory management, customer shopping patterns and satisfaction, promotional tactics, etc.
• Use tools and resources to understand the business, make decisions, and plan for and achieve operational excellence. Tools and resources include financial, operational, safety, food safety, team and customer.
• Create specific strategies and plans that align to total store and business priorities and manage a team to deliver sales goals and results.
• Participate in cross-functional teams to enhance the service experience and increase profitability, including identifying, planning, and executing opportunities.
• Ensure adherence to applicable wage and hour laws for non-exempt partners and minors.
• Manage service of alcohol according to all state and federal laws and regulations, as well as company and brand and policies and standards.
• Maintain regular and consistent attendance and punctuality.

Partner Development & Team Building - provide partners with coaching, feedback, and developmental opportunities, using collaboration and peer coaching to build effective teams:

• Actively manage hourly partners by regularly conducting performance assessments, providing feedback, and setting challenging goals to improve partner performance. Manage ongoing partner performance using performance management tools to support organizational objectives.
• Provide coaching and direction support to partners to achieve partner, business, and customer results.
• Challenge and inspire store partners to achieve business results.
• Develop and maintain positive relationships with partners by creating an inclusive culture and understanding and acknowledging individual experiences, motivations, needs and concerns.
• Challenge and motivate partners to achieve business results.
• Ensure hourly partners adhere to legal and operational compliance requirements.
• Recruit, train, and schedule in accordance with zone needs, time and attendance policies, and in compliance with local labor laws.
• Oversee training and development of partners directly and indirectly to ensure partners have effective and efficient training to perform their job with excellence.
• Recognize and reinforce individual and team accomplishments by using existing organizational tools and programs as well as by finding new, creative, and effective methods of recognition.
• Utilize and demonstrate effective management principles and practices to create and maintain a successful store team resulting in an environment where partners are valued and respected.

We’d love to hear from people with:

• 5-7 years of progressively responsible experience in retail OR 2+ years in a managerial role in a complex environment
• Experience and proven ability to work collaboratively with other managers in a multi-department/zone complex business environment
• Experience and proven capability in financial management and profit and loss responsibility
• Experience and proven effective decision-making and operational problem-solving to achieve business optimization
• Ability to increase store sales and profitability through operational improvement
• Manage conflict, lead and hold others accountable
• Ability to recruit, assess, train, develop and promote partners
• Available to work flexible hours, which could include early mornings, evenings, weekends, and holidays
• 21+ years of age
• Ability to carry 35 pounds on a consistent basis

Preferred Qualifications:

• Education: College degree or a closely related field may substitute for a portion of the required experience
• Leadership experience in a high volume, full service, and structured restaurant concept
• Experience with lifestyle based experiential brands, hospitality, service oriented, big-box and/or specialty retail, restaurants and/or bakery preferred
• Experience with building and cultivating relationships with customers, partners, local market leaders (internal and external) and the community
• Additional languages beneficial

As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k)-retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 100% upfront tuition coverage for a first-time bachelor’s degree through Arizona State University’s online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities. You will also have access to backup care and DACA reimbursement. Starbucks will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, and in accordance with its plans and policies. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative. For additional information regarding partner perks and more detailed information about benefits, go to starbucksbenefits.com.

• If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Join us and inspire with every cup. Apply today!

Starbucks Coffee Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected veteran status, or any other characteristic protected by law.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

Starbucks Coffee Company is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at applicantaccommodation@starbucks.com or 1(888) 611-2258.

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