Ice Cream Shop Manager

Job Description

JOB OVERVIEW

The shop manager Operations plays a pivotal role in overseeing the assigned shop's daily operations, ensuring exceptional customer experiences, developing staff members, overseeing production/inventory, and maintaining product quality. This dynamic role involves managing staff, maintaining the highest sanitary/aesthetic standards, overseeing production schedules, purchasing, controlling inventory, supporting marketing initiatives, fostering a collaborative team environment, and driving the shop’s growth. With a focus on operational excellence, the Shop Manager contributes to achieving sales goals, optimizing efficiency, and creating a welcoming space for customers and team members alike.

KEY RESPONSIBILITIES

Operational Management

- Manage daily store operations, including opening and closing procedures, and adherence to SOPs

- Create SOPs in collaboration with Operations Director

- Maintain high standards of product quality, presentation, and customer service daily

- Manage any shop concerns with urgency & professionalism

- Maintain portion control and product consistency while upholding company quality standards to ensure operational excellence

- Identify and implement improvements to streamline operations and enhance efficiency

- Monitor & maintain cleanliness, safety, and health standards in compliance with regulations

- Troubleshoot and resolve operational issues promptly

Production

- Oversee daily production for accuracy, efficiency, & quality, demonstrating top speed/accuracy daily

- Monitor & maintain consistent use of the production log daily

- Train Operations Associates directly & oversee all other training

- Coordinate with operations team to optimize workflows and meet production deadlines

- Create daily production and prep task schedules

- Plan ahead by ordering, tracking, and receiving mixes & ingredients

- Create & offer suggestions for vegan ice cream options, ensuring quality and consistency in taste and texture

Multitasking Between Front and Kitchen

- Seamlessly shift between front-of-house duties and kitchen tasks as needed

- Maintain a balance between customer service and production responsibilities during busy periods

Product Quality/Knowledge

- Be knowledgeable about all products/ingredients to answer customer questions, offer recommendations, and provide allergen information

- Ensure all items meet standards for presentation, taste, and freshness

- Immediate troubleshoots when product quality is not up to standards

Customer Service

- Lead by example to provide exceptional customer service, train staff on best practices, and actively assist during high-volume periods

- Handle customer inquiries, complaints, and feedback professionally and promptly

- Encourage loyalty via loyalty programs & remembering regulars

- Foster connections with customers through personalized service and community engagement initiatives

Team Leadership

- Assist in training, scheduling, and supervising team members.

- Cultivate a positive and collaborative team environment that encourages accountability and growth

- Motivate employees to meet or exceed performance expectations

- Conduct shift handovers and provide clear communication to staff

- Prepares for peak times by leading the team to fully restock all items, consolidate all possible tubs, fill pints, wash dishes/tubs, etc

- Address team conflicts constructively and provide feedback to resolve challenges

- Immediately take over emergency crisis by taking full accountability

- Oversee all staff to adhere to uniform and other shop policies

- Provide regular performance feedback for all staff

Inventory & Financial Management

- Track inventory levels, reorder supplies as needed, and assist with inventory counts and waste control to maintain profitability

- Support cash handling procedures, including counting registers and preparing for deposits

- Purchasing all items from merchants with best pricing

Marketing & Promotions

- Collaborate with the Operations Manager to execute in-store promotions, fundraisers, and events

- Provide insights on local marketing opportunities and customer preferences

- Ensure promotional materials and signage are displayed correctly

- Reach out to schedule fundraising partnerships & donations

- Assist in creating content for social media

Facility Management

- Ensure the shop meets all health, safety, and sanitation standards, maintaining a clean, welcoming, and visually appealing environment

- Maintains a meticulous standard of cleanliness throughout customer-facing and work areas, ensuring a hygienic environment at all times

- Ensure all systems (electrical, HVAC, water, etc) & equipment are functioning correctly for customer comfort and proper storage conditions

- Ensure the facility complies with health codes and food safety regulations

- Maintain proper cleanliness and sanitation standards in all areas, including the kitchen, customer, and restroom spaces

- Monitor and replenish cleaning supplies, paper goods, and maintenance tools

- Monitor and optimize energy and water usage to reduce operational costs

- Ensure fire extinguishers and emergency exits are accessible and compliant with local regulations

- Oversee work performed by external contractors and verify completion to specifications

- Oversees the shop's interior and exterior are clean, welcoming, and visually appealing

QUALIFICATIONS

- Maryland Certified Food Manager

- Proficiency in Microsoft & Google applications

- Minimum of 2 years of prior supervisory experience

- Passion for what you do – you love both the people and business sides of the food industry and are great at thinking through both challenges and opportunities in either area

- Adaptability and flexibility – you recognize that in the food industry, anything can – and will – happen and you’re able to calmly troubleshoot issues

- Eye for detail – you understand how to break down larger goals into day-to-day action and are inherently meticulous and strategic

- Exceptional communication skills; communicates daily challenges & issues with clarity and professionalism

- Strong accountability, taking full ownership of responsibilities while maintaining a growth-minded attitude focused on continuous improvement with everything that happens at the assigned shop

- Highest emotional regulation & professional language; demonstrates composure and professionalism under pressure & stress

- Maintains a positive and solution-oriented mindset in challenging environments via tact & diplomacy

- Always prioritizes the shop’s performance by maximizing opportunities

- Daily professional & neat appearance; adherence to our uniform policy for all staff

- Dedication to Sarah’s vision and brand values/mindset; takes full accountability and consistently self-reflects for areas for improvement

- Collaborative spirit and commitment to Sarah’s core values – you’re a team player and willing to lend a hand or elevate those around you and you’re the first to jump in if extra help is needed. You add your own individuality to contribute to a positive and uplifting work environment.

Full-time