operations manager, (Tours, Events, Experiences & Wayfinding) - Chicago Roastery

at Starbucks in Chicago, Illinois, United States

Job Description

Now Brewing: operations manager (Tours, Events, Experiences & Wayfinding) – Chicago Roastery The Operations Manager of Tours, Events, Experiences, and Wayfinding leads a team of partners focused on delivering a memorable customer experience at the iconic Chicago Roastery on the Magnificent Mile. This leader will partner closely with other operations managers and store specialists to lead the execution of on-site events. Customers travel from all over the world to experience the magic of the Roastery. This leader will build capabilities with our tour partners, those responsible for sharing the history and origin story of our space. The Operations Manager will lead and direct our team of wayfinding partners, responsible for guiding our guests throughout the Roastery experience. This partner will also lead our Experiences program, an opportunity for customers to immerse in the craft, theater, and innovation of coffee. The future of our events business is bright in Siren Retail! We look forward to hearing from you! Job Summary and Mission This job contributes to Starbucks success by leading a team of managers and partners to deliver the Roastery Experience for our customers and partners. The store manager is required to regularly and customarily exercise discretion in managing the overall customer experience in the Roastery. This position also involves collaboration with peer management team, supervising and directing the workforce, ensuring customer service, stewarding product and brand quality, managing the financial performance of Roastery zones and making staffing decisions. The store manager is accountable for the customer service experience, operational quality and financial performance for all operating zones within the Roastery. The incumbent is responsible for modeling and acting in accordance with the mission. values and guiding principles of Starbucks. Summary of Key Responsibilities Responsibilities and essential job functions include but are not limited to the following: Leadership – Setting goals, driving and creating plans for the work group with peer store management team, developing organizational capability, modeling how we work together and effective communication: Leads a team of associate managers and hourly partners to deliver legendary customer and partner experiences Manages with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks Role models a passion for service, coffee curiosity, operations excellence and innovation while inspiring partners to deliver the Roastery & Reserve Experience Drives the engagement, development and performance of all members of their team Demonstrates a calm demeanor during periods of high volume or unusual events and manages smooth transitions thereafter to keep Roastery operating to standard and to set a positive example for the store team Demonstrates ingenuity and creativity in accomplishing goals when resources are limited or unavailable; can execute a plan without relying on a defined process Builds strong working relationships with the local Starbucks business market including partners, stores and leaders Displays a customer comes first attitude by training and holding partners accountable for delivering exceptional customer service Drives the implementation of company programs by developing action plans and directly motivating and instructing the store team on how to implement those plans to meet operational and organizational objectives Responsible for coaching and developing associate managers and hourly partners to achieve business goals Manages through unusual events to keep the store and all zones operating to standard Sets clear expectations, delegates and communicates key responsibilities and practices to associate managers to ensure smooth flow of operations within the store overall and across zones Establishes and communicates a compelling and inspired vision, creates competitive winning strategies and plans, ensures department strategies are aligned with company strategies Provides coaching and direction to the store team to take action and to achieve operational goals Constantly reviews store environment and key business indicators to identify problems, concerns, and opportunities for improvement to provide coaching and direction to the store team to achieve operational goals Develops a positive, respectful, productive and professional work environment Engages in conversation with customers to understand their experience and adjust as needed in the moment, identifying trends to continuously improve through awareness, empathy and action Planning and Execution – Developing strategic and operational plans for the work group, managing execution, and measuring results: Monitors and manages store staffing levels to ensure partner development and talent acquisition to achieve and maintain store operational requirements at the associate manager and hourly partner levels Utilizes existing tools to identify and prioritize communications with the store team. Communicates clearly, concisely and accurately in order to ensure effective store operations across all of the zones Creates total store implementation plans based on trend analysis and local market knowledge to ensure effective execution of Roastery & Reserve program initiatives that achieve both operational excellence and business results Follows up consistently with team of associate managers to ensure accountability to plans Business Requirements – Providing functional expertise and executing functional responsibilities: Builds associate manager capability to analyze zone level business trends and results and understand the total store impact. Proactively identifies problems, embraces problems as challenges to solve and coaches associate managers to do the same Solicits customer feedback and proactively researches local markets to understand customer and community needs. Uses all operational tools to plan for and achieve operational excellence in the store Uses discretion in accessing external resources to support store operations and to execute district and regional initiatives. Resources include but are not limited to Partner Resources, Marketing, Partner & Asset Protection, Food & Beverage, Coffee, and Operations Services Utilizes management information tools and analyzes financial reports to identify and address trends and issues in store performance Ensures compliance with applicable federal, state and local laws and regulations. Manages service of alcohol according to all state and federal laws and regulations, as well as company and brand and policies and standards Maintains regular and consistent attendance and punctuality Partner Development & Team Building – Providing partners with coaching, feedback, and developmental opportunities, using collaboration and peer coaching to build effective teams: Role models leading in service of others Actively manages store partners by regularly conducting performance assessments and providing performance feedback through the use of performance and development tools to support organizational objectives Challenges and inspires partners to achieve business results Develops and maintains positive working relationships with partners Recognizes and reinforces individual and team accomplishments by using existing organizational tools and programs as well as by finding new, creative, and effective methods of recognition Utilizes and demonstrates effective management principles and practices to create and maintain a successful store team resulting in an environment where partners are valued and respected Basic Qualifications 5-7 years of progressively experience in retail or restaurant management in a complex environment Experience supervising others Available to work flexible hours, which could include early mornings, evenings, weekends, and holidays Ability to carry 35lb on a consistent basis Ability to read, understand, follow, and enforce safety procedures