General Manager

About The Well Coffeehouse & Roasters

We are a non-profit coffeehouse dedicated to creating spaces of connection and purpose. 

We are committed to excellent coffee, warm hospitality, and meaningful impact. Our passion for exceptional coffee, from meticulous sourcing and roasting to serving the perfect cup, drives our commitment to global impact. Every cup we serve and everything we do further advances our mission of Turning Coffee Into Water.

Position Summary

The General Manager (GM) is a critical leadership role responsible for the overall performance, profitability, health, and direction of the coffeehouse — ensuring both team and customer experiences reflect our commitment to excellence and purpose. This includes leading business operations, managing financials, developing staff, ensuring outstanding customer service, and aligning all aspects of the coffeehouse with organizational goals and values.

The GM is both business-minded and people-focused, balancing operational excellence with hospitality and team development.

Key Responsibilities

• Business Operations & Financial Oversight
• Oversees daily store operations, ensuring smooth, consistent and efficient service, product quality, and customer satisfaction.
• Oversees the team’s adherence to standards of excellence and delegates responsibilities through shift blocks and shift transitions. 
• Ensures maintenance and upkeep of store equipment and store environment.
• Oversees and adheres to ordering standards, inventory management, cleanliness, and health code compliance.
• Ensures products are stocked and available to meet the demand of the business.
• Adheres to budgets, tracks financial performance, and analyzes key metrics (COGS, Labor, P&L) weekly/monthly/quarterly.
• Adheres to payroll and cash deposit procedures in a timely manner.
• Implements systems and processes that improve workflow, cost control, and team accountability.
• Holds accountability for store operations at all times.
• Team Leadership, Development & Culture
• Leads with professional clarity and maturity, setting a positive example for the team in communication, excellence, efficiency, and hospitality.
• Hires, trains, and mentors team members; manages performance.
• Provides ongoing coaching and feedback to barista and kitchen teams.
• Creates clear pathways for employee development, coaching, and growth.
• Builds and fosters a team culture rooted in hospitality, accountability, and shared mission.
• Communicates in timely and appropriate methods all business updates, standards, goals, and requirements that enable team success.
• Challenges and inspires staff to meet business objectives — celebrating success and addressing challenges along the way.
• Customer Service & Hospitality
• Cultivates a culture of hospitality amongst staff.
• Models and maintains a high standard of customer service, treating every guest with warmth, care, and attentiveness.
• Handles customer feedback and service recovery with grace and professionalism — prioritizing guest experience and loyalty.
• Ensures all guest and employee spaces are welcoming, clean, and reflective of company mission and values.
• Holds employees to high standards of product knowledge in coffee, food, and retail offerings and coaches team on product recommendations to customers.

Mission & Community Engagement

Embodies and reinforces the mission of The Well in everyday operations.

Encourages and supports team participation in sharing coffee knowledge and missional information with guests.

Creates and fosters an atmosphere where customers and staff feel seen and valued.

Ensures any events associated with The Well are in adherence to the organization’s values. 

Growth & Strategic Direction

Maintains awareness of challenges and actively works toward solutions and innovation.

Identifies opportunities for improvement and sustainable growth.

Collaborates with leadership on vision, planning, and long-term strategy.

Qualifications

3–5+ years of experience in hospitality, food service, or retail management 

(coffee experience a plus).

Strong financial acumen and operational management skills.

Proven ability to lead and inspire a team with clarity and empathy.

Excellent communication, organizational, and problem-solving abilities.

Passion for people, community-building, and mission-driven work.

Alignment with the mission and values of The Well Coffeehouse.

What We Offer

A purpose-driven role in a growing, mission-driven organization.

A supportive work culture grounded in hospitality, integrity, and excellence.

Competitive salary with paid time off and professional development opportunities.

The chance to make a meaningful impact through your leadership every day.