General Manager

Bagel Brands•Statesville, NC

19d

About The Position

The General Manager is accountable for the coffeehouse’s overall performance, including financial results, team effectiveness, and guest experience. Reporting to the Area or District Manager, this role leads daily operations and builds an engaged, high-performing team by setting clear expectations, coaching and holding team members accountable, and sustaining a healthy coffeehouse culture focused on exceptional guest service. The General Manager works to grow sales and traffic, develop the team, and lead by example while bringing Caribou Coffee’s purpose and core values to life. The role oversees staffing, scheduling, training, performance development, guest service, product quality, channel operations, inventory, financial results, cash controls, loss prevention, and food safety. The General Manager maintains a consistent and adaptable presence in the coffeehouse, ensures it is staffed and operational during expected business hours, and provides direct operational support when needed. The position regularly requires overtime, including early mornings, evenings, weekends, and holidays.

Requirements

Minimum of 1–2 years of restaurant, retail, or guest service management experience, or a combination of experience and education.
Must be at least 18 years old.
Valid driver’s license and reliable transportation for supply chain, operational, and marketing tasks.
Reliable transportation to and from the workplace.
Ability to work full-time, 40–47 hours per week.
Ability to work overtime, including early mornings, evenings, weekends, and holidays.

Nice To Haves

ServSafe certification, or ability to obtain it within 90 days of employment.
Experience with sales building, Profit & Loss (P&L) statements, recruitment, and training.
Proficiency with coffeehouse systems including Toast, CrunchTime, Teamwox, EcoSure, Medallia, Workday, and Beekeeper.
High school diploma or GED equivalent.

Responsibilities

Maintain staffing levels that meet business needs across shifts, create accurate demand-based schedules, publish schedules on time, and develop bench strength and succession plans.
Build and retain a skilled team through goal-setting, performance coaching, recognition, engagement tools, and turnover reduction.
Own role-based training, promotional window training, onboarding, and related development initiatives.
Provide individualized coaching and support, address team member concerns promptly, and maintain a safe and supportive environment.
Model company policies, practices, and standards; use designated systems and tools accurately and on time for administrative and operational tasks, records, performance monitoring, and follow-up.
Lead the team in delivering Caribou’s STAR guest service model through craft, hospitality, consistency, training, coaching, and recognition.
Improve guest satisfaction, speed of service, and loyalty using guest feedback and coffeehouse data to establish specific, repeatable actions.
Ensure food and beverages meet standard operating procedures and brand standards throughout the day.
Prepare the coffeehouse for peak periods by coaching the team to anticipate guest needs and demand across dayparts.
Manage the guest experience across in-coffeehouse, drive-thru, mobile order, and delivery channels, maintaining speed and order accuracy and balancing channel flow during peak periods.
Resolve guest, team, supply chain, and asset-related issues in a timely manner.
Lead coffeehouse performance to drive sales, profitability, and operational excellence, including executing local marketing efforts.
Maintain a consistent, adaptable presence in the coffeehouse according to scheduling standards, including during peak periods, inventory work, administrative work, promotional window sets, and holidays.
Ensure the coffeehouse is open, staffed, and fully operational during expected business hours; take ownership of shift coverage and provide direct operational support when necessary.
Manage inventory, replenishment, waste, and assets to maintain accurate levels, minimize loss, allocate resources efficiently, and support uninterrupted operations.
Manage the coffeehouse P&L and safeguard company resources by focusing on sales, managing expenses, and monitoring labor as a percentage of sales, cost of goods, waste, and controllable expenses.
Promote cash flow growth through ethical, disciplined fiscal responsibility and build focus around sales goals during promotions, seasonal windows, and daily operations.
Own cash controls and loss prevention, enforce accurate cash handling and register accountability each shift, manage cash over/short to standard, and protect against loss.
Maintain food safety, sanitation, and health protocols.
Demonstrate Caribou’s core values, build trust through transparent communication and follow-through, and show resilience and composure in dynamic environments.
Lead change, foster adaptability, promote equitable standards for people development and goal achievement, and collaborate with General Manager peers.
Give and receive feedback with empathy and professionalism, handle challenging situations and confidential information appropriately, and take ownership of difficult conversations and timely resolutions.
Learn and use new systems and tools introduced to support the business.