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Job Description

The Assistant General Manager provides direct support to the General Manager by assisting in interviewing, hiring, performance improvement, and disciplinary actions. This role is responsible for team happiness, embodying our values, culture, and behaviors, and promoting a joyful and fun environment for both team members and customers. The Assistant General Manager embraces Thoughtful Leadership Principles, supports in-house and legal compliance training, and ensures trainings are conducted according to standards. They work to minimize turnover, conduct regular performance reviews, and enforce disciplinary actions when necessary. Additionally, they ensure the team’s wellbeing, support the General Manager in implementing actions, and ensure consistent delivery of amazing customer service. The role involves maintaining food safety and health standards, driving sales and profitability, and effectively managing shop operations. The Assistant General Manager also leads team briefs, staff meetings, and promotes compliance with all policies and procedures. They operate in a hybrid capacity with a requirement of 4 full days in the office/shops and 1 day flexibility to work from home. Some travel may be required for multi-regional operations or in-person meetings. Core responsibilities include the below:

-Provide direct support to my GM in implementing a robust Family Tree and Plan Bs for each role by assisting in interviewing, hiring, providing performance improvement, and disciplinary action.

-Responsible for my Team Happiness by being a role model by displaying Values, Culture, and Behaviors and by bringing the fun of the brand to my team and customers.

-Embrace and carry out the Thoughtful Leadership Principles (Being Kind, Honest, and Generous).

-Support in-house training, legal compliance training, and graduations by ensuring that trainings are carried out following the agreed standards and guidelines and at the designated and appropriate times. This includes completing Journals and reviews accordingly.

-Evaluate team performance through regular 1:1 conversations and formal reviews to keep employee turnover to company target.

-Enforce and resolve performance, attendance, and other disciplinary actions where appropriate.

-Ensure the team’s wellbeing by promoting and nurturing a healthy work-life balance.

-Support my GM by following up on and taking ownership of meaningful actions from annual employee engagement survey feedback.

-Ensure the team consistently delivers Amazing Customer Service by following and enforcing the 6 Key Points of Service.

-Ensure the Speed of Service Principles are embedded in the shop and as a result, ensure that my team consistently provides fast, friendly, and efficient service.

-Ensure the Coffee Calling System is effective, creates buzz, and delivers the right drink to the right customer.

-Encourage customer loyalty by empowering the team to use reward program initiatives.

-Strive to achieve a perfect Customer Experience Visit score every week by putting customers first and by coaching the team to see the shop through customers’ eyes.

-Ensure the team consistently delivers delicious food by following and enforcing the 6 Key Points of Production.

-To ensure the management team understand and follow the Production Principles putting the customers’ needs first and never compromising on quality or freshness.

-To ensure no Made to Sell (MTS) rejects are on display in our langars.

-Continually develop the team’s knowledge about the quality of our food and coffee.

-Ensure our Barista Prepared Drinks are made by trained employees consistently, and to the highest standard.

-Use the Big 4 principles (Forecasting, Rota, Ordering, Production) to achieve business targets; considering customer, team, and business needs.

-Consistently review and maintain Food Safety and Health & Safety Standards for the safety of the team and customers.

-Take corrective action immediately on issues that affect customers, the team, or sales, including implementing training or corrective coaching to address any issues identified.

-Achieve and maintain the “A” letter grade from the Health Department, holding your team accountable and serving as a role model for cleanliness by following safety standards at all times.

-Effectively implement the Managing By Walking Around (MBWA) principles, proactively monitor standards, and see the shop through customers’ eyes.

-Drive sales and profit through the Big 4 (Forecasting, Rota, Ordering & Production).

-Contribute to labor efficiency considering customers, team, and business needs and take appropriate action to resolve any labor efficiency issues.

-Continuously analyze and review shop results, proactively reacting to any challenges or obstacles and contributing to the development of a clear action plan to improve business profitability.

-Independently analyze stock take results, taking control of any issues by following the 7 Steps of Unaccounted stock.

-Ensure Financial standards are always followed to minimize risk and ensure the safety of my team.

-Independently review the Coffee Manning, Till Manning, Till Usage Report, Hot Food plan, or any other relevant report and identify ways to maximize opportunities to increase sales on each day part.

-Independently make effective labor distribution decisions when necessary.

-Effectively utilize merchandising guidelines and ensure marketing is used effectively to drive sales.

-Promote and grow catering and digital platform opportunities.

-Lead magic moments, staff meetings, effective and planned 1:1s. Regularly and effectively communicate with the teams. This includes attendance at area meetings.

-Protect our business integrity and escalating any causes of concern relating to this to my GM.

-Drive and embed new standard or initiative in the shop.

-Listen to and give constructive feedback and seek ideas from the team to encourage two-way communication in the shop.

-Build a network with other AGMs to share best practices and keep abreast of area initiatives.

-Monitor my Key Roles’ attendance to Key Role meetings and ensure action items are effectively put into practice.

-Ensure and promote compliance with all policies, procedures, and regulations.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

-Extensive experience in operations management, customer service, and team leadership within a retail or hospitality environment.

-Strong understanding of operational systems, customer service principles, and team management. Excellent communication, leadership, and problem-solving skills.

-Proficiency in project management and reporting tools. -Preferable background in a similar operations/retail environment like Chipotle, Starbucks, Cava, Naya, Sweetgreen, Le Pain, etc.