JOB OVERVIEW The Operations Assistant Manager 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 Assistant 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.
Job Type: Full-time
Pay: $42,000.00 - $45,000.00 per year
Benefits:
Shift:
Application Question(s):
License/Certification:
Ability to Commute:
Work Location: In person
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