General Manager

Bagel Brands•Andover, MN

20d•Onsite

About The Position

The General Manager is accountable for the overall performance of the coffeehouse, including financial results, team performance, and guest experience. Reporting to the Area or District Manager, the General Manager leads daily operations and builds a high-performing, engaged team by setting clear expectations, holding team members accountable, and maintaining a healthy coffeehouse culture centered on exceptional guest experience. The role focuses on sales and traffic growth, team development and coaching, and leading by example while bringing Caribou Coffee’s purpose and core values to life. The General Manager oversees staffing, scheduling, training, and team engagement; leads consistent guest service and product quality across in-coffeehouse, drive-thru, mobile, and delivery channels; and manages coffeehouse sales, profitability, inventory, labor, cash controls, and operational standards. The role requires a consistent and adaptable presence in the coffeehouse, including during peak periods and holidays, and direct operational support when needed.

Requirements

At least 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.
The role regularly requires overtime, including early mornings, evenings, weekends, and holidays.
Ability to reach, lift up to 50 pounds, sit, stand for 4 to 8 hours, bend, and move intermittently during working hours; these demands may be met with or without reasonable accommodations.

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 them on time, and develop bench strength and succession plans.
Build and retain a skilled team through goal setting, performance coaching, recognition, engagement resources, and efforts to reduce turnover.
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 Caribou systems and tools accurately and on time for 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, service speed, and loyalty using feedback and coffeehouse data to guide repeatable actions.
Ensure food and beverages meet standard operating procedures and brand standards, and prepare the coffeehouse to anticipate guest and daypart demand.
Manage guest experience and channel flow across in-coffeehouse, drive-thru, mobile order, and delivery, maintaining service speed and order accuracy.
Resolve guest, team, supply-chain, and asset-related issues in a timely manner.
Lead coffeehouse performance to drive sales, profitability, operational excellence, and local marketing execution.
Maintain an adaptable coffeehouse presence according to scheduling standards, including peak periods, inventory, administrative work, promotional sets, and holidays.
Ensure the coffeehouse is open, staffed, and operational during expected business hours; own shift coverage and provide direct operational support when needed.
Manage inventory, replenishment, waste, and assets to maintain accurate inventory, minimize loss, allocate resources efficiently, and support operations.
Manage the coffeehouse P&L and company resources; focus on sales while controlling labor, cost of goods, waste, and other controllable expenses.
Drive sales goals during promotions, seasonal windows, and daily operations, and maintain ethical and disciplined fiscal responsibility.
Own cash controls and loss prevention, enforce accurate cash handling and register accountability, and manage cash over/short to standard.
Maintain food safety, sanitation, and health protocols.
Build trust through transparent communication and consistent follow-through; demonstrate resilience, composure, adaptability, and positive change leadership.
Support equitable standards for employee development and goal achievement, and collaborate with General Manager peers.
Give and receive feedback with empathy and professionalism, handle confidential information consistently, and address difficult conversations with timely resolutions.
Learn new systems and tools introduced to support the business.