Assistant General Manager

Pay Rate: $67k - $70k (estimate)

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 following:

• 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…