Director of Operations

Company Description

Summer Moon Coffee is an Austin, Texas-born coffee company known for its oak-roasted coffee, signature Moon Milk, and a warm, hospitality-driven coffee shop experience. Our locally owned group operates seven Summer Moon Coffee shops in the Austin area, with a passion for strong teams, consistent customer experience, excellent customer service, and continued growth. We are looking for leaders who care deeply about people, take pride in operational excellence, and want to help build a high-performing coffee business.

Performance

To perform this job, the Director of Operations must have a “People First” attitude. They will be passionate about organizational clarity and transparent communications. The ability to handle issues of any type and drive problems to resolution will come naturally. Managing the team of General Managers, they will execute the business plan, achieving or exceeding P&L objectives.

Financial Responsibilities

·      Ensure the GM of each location is meeting its sales, labor, COGs, and speed objectives

·      Hold the leadership team accountable for meeting KPIs

·      Recommend and maintain pay and compensation standards in coordination with ownership

Running the Day-to-Day Activities

·      Get to know the team.  Interact with them directly to build trust and loyalty.

·      Keep the day-to-day operations running smoothly

·      Coordinate with the facilities team to properly prioritize tasks and projects

·      Ensure each store maintains appropriate staffing levels, onboarding discipline, and training standards

Organizational Communication and Clarity

·      Integrate all major functions of the business, ensuring consistency throughout the organization

·      Ensure all messaging is communicated in a timely manner across the organization

Process

·      Develop processes and procedures for all aspects of the business

·      Ensure all employees are familiar with policies, processes, and procedures

Customer Experience

·      Ensure that the Customer Experience exceeds the customer’s expectations through the Steps of Service

·      Give customers an elevated coffee experience by ensuring that the quality standards and cleanliness standards are met or exceeded

·      Coach GMs on responding to customer reviews, handling difficult reviews personally in a customer first manner

Talent

·      Recruit, hire, train, cross-train, develop and promote the best management team in the business, ensuring that all managers have a potential successor candidate

·      Review the hiring practices of each of the GMs. Coach them in the hiring process to ensure we hire the best candidates

·      Promote from within to fill key leadership positions whenever possible

·      Teach the art of producing top-performing teams that are fully empowered

·      Coach leaders one-on-one in both business and life skills

·      Remove managers when required

Vendors

·      Analyze contracts and performance

·      Seek out new and improved vendor support in all areas

·      Negotiate pricing

·      Ensure the strength of the supply chain

Growth

·      Ensure each store’s teams are engaged with the customer, building loyalty, and increasing per-customer sales

·      Promote top-line growth by implementing new marketing and advertising programs

·      Help create new partnerships with neighboring businesses, churches, organizations that are win-win

·      Support new store openings, including staffing readiness, training execution, operational setup, and post-opening stabilization

Personal Professional Growth

·      Continuously improve leadership, operational, financial, and people-management capabilities

Risk Management

·      Serve as first-line operational escalation for guest incidents, employee injuries, regulatory issues, labor matters, and threats involving employees, guests, stores, or the company

Characteristics

Would you describe yourself as:

- Goal driven

- Self-motivated

- Decisive

- Good at planning and executing

- Good at self-management

- Good at conflict management

- Strong manager and leader

- Good at developing teams/coaching

- Resilient/Persistent – a bulldog

- Adaptable – willing to change

- A servant leader