General Manager

Bagel Brands•Oconomowoc, WI

3d•Onsite

About The Position

The General Manager is accountable for the overall performance of the Caribou Coffee coffeehouse, including financial results, team performance, and the guest experience. Reporting to the Area or District Manager, the General Manager leads daily operations and builds a high-performing, engaged team through clear expectations, accountability, and a healthy coffeehouse culture focused on exceptional guest service. The role drives sales and traffic growth, develops and coaches team members, and leads by example while bringing Caribou Coffee’s purpose and core values to life. The General Manager oversees staffing, scheduling, training, team development, guest service, food and beverage standards, operational readiness, inventory, cash controls, loss prevention, and financial performance. The position requires a consistent presence in the coffeehouse, including during peak dayparts and promotional periods, and direct operational support when needed. The role regularly requires overtime, including early mornings, evenings, weekends, and holidays. The position is based at 1445 Olympia Fields Dr, Oconomowoc, Wisconsin 53066. Physical demands include seeing, hearing, speaking, reaching, lifting up to 50 pounds, sitting, standing for 4 to 8 hours, bending, and moving intermittently during working hours. These demands may be accomplished with or without reasonable accommodations.

Requirements

At least 1–2 years of restaurant, retail, or guest service management experience, or a combination of experience and education.
Must be 18 years of age or older.
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 regular 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 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 and publish accurate demand-based schedules, and develop bench strength and succession plans.
Build and retain a skilled team by setting goals, coaching performance, recognizing contributions, and using company tools to strengthen engagement and reduce turnover.
Own role-based training, promotional-window training, onboarding, and related development initiatives.
Understand team members’ motivations and concerns, provide individualized coaching and support, and address issues promptly.
Model company policies, practices, and standards, and maintain a safe, supportive environment for team members and guests.
Use designated systems and tools accurately and on time to complete administrative and operational tasks, maintain records, monitor performance, and support timely decisions.
Lead the team in delivering Caribou’s STAR guest service model through craft, hospitality, and consistency; reinforce standards through training, coaching, and recognition.
Improve guest satisfaction, speed of service, and loyalty using guest feedback and coffeehouse data to guide specific actions.
Ensure food and beverage items meet standard operating procedures and brand standards throughout the day.
Coach the team to anticipate guest and daypart demand and prepare the coffeehouse for peak periods.
Own the guest experience across in-coffeehouse, drive-thru, mobile order, and delivery channels, maintaining service speed and order accuracy and managing channel flow during peak periods.
Facilitate timely resolution of guest, team, supply chain, and asset-related issues.
Lead coffeehouse performance to drive sales, profitability, and operational excellence, including local marketing execution.
Maintain an adaptable coffeehouse presence in accordance with scheduling standards, including during peak dayparts, inventory work, administrative tasks, promotional sets, and holidays.
Ensure the coffeehouse is open, staffed, and operational during expected business hours; take ownership of shift coverage and provide direct support when needed.
Manage inventory, replenishment, waste, and assets to maintain accurate inventory, minimize loss, allocate resources efficiently, and support uninterrupted operations.
Manage the coffeehouse P&L and safeguard company resources; focus on sales while managing expenses according to business needs.
Monitor labor as a percentage of sales, cost of goods, waste, and controllable expenses, and support cash flow growth through disciplined fiscal responsibility.
Build focus around meeting and exceeding sales goals during promotions, seasonal periods, and daily operations.
Own cash controls and loss prevention; enforce accurate cash handling and register accountability, manage cash over/short to standard, and protect against loss.
Maintain food safety, sanitation, and health protocols.
Build trust through transparent communication and consistent follow-through; demonstrate resilience, composure, adaptability, and leadership through change.
Provide an equitable environment for people development and goal achievement, and support General Manager peers through partnership and collaboration.
Give and receive feedback with positive intent, empathy, and professionalism; handle challenging situations and confidential information consistently.
Take ownership of difficult conversations by seeking to understand team members and providing timely resolutions.
Learn new systems and tools introduced to support the business.