Operations Manager - Madison, WI

MOKA Coffee•Madison, WI

3d•$70,000 - $85,000•Hybrid

About The Position

MOKA is seeking a high-performing Operations Manager in Madison, WI, to lead 4-8 coffee shop locations in the market. This is a field-first, multi-unit leadership role for someone who loves developing teams, improving store performance, and creating a consistent, high-energy customer experience. The Operations Manager is responsible for leading store managers, raising operating standards, driving financial results, and helping build the next generation of leaders at MOKA. The right person will be comfortable spending significant time in the stores, coaching during real business conditions, using data to identify opportunities, and holding teams accountable to clear expectations.

Requirements

3-5+ years of experience in food service, coffee, QSR, hospitality, retail, or another fast-paced customer-facing business.
Multi-unit leadership experience is strongly preferred.
Proven track record of driving operational excellence, achieving sales targets, and delivering financial results.
Strong leadership and interpersonal skills, with the ability to motivate and inspire teams to achieve their goals.
Excellent problem-solving and decision-making abilities, with a strategic mindset and attention to detail.
Exceptional communication and negotiation skills, with the ability to build rapport and influence stakeholders at all levels.
Flexibility to travel between locations as needed and work a flexible schedule, including early mornings, evenings, and weekends.

Nice To Haves

Bachelor's degree preferred, not required. Equivalent experience will be strongly considered.

Responsibilities

Lead the operational performance of 4-8 MOKA locations in the Madison market, depending on experience and ability.
Spend significant time in stores observing operations, coaching leaders, and supporting teams during key business periods.
Ensure consistent execution of company standards, including speed of service, product quality, customer service, cleanliness, training, safety, and overall store readiness.
Partner with store managers to identify operational challenges, create action plans, and follow through until results are improved.
Support the rollout of company initiatives, systems, promotions, and process improvements across the market.
Foster a culture of high standards, accountability, urgency, teamwork, and pride.
Own market-level performance in partnership with senior leadership.
Review sales, labor, COGS, controllable expenses, and other store-level performance trends.
Coach store managers to understand their numbers and make stronger daily business decisions.
Manage labor budgets under the direction of senior leadership.
Identify opportunities to grow sales, improve traffic, control costs, and drive profitability.
Follow up consistently to ensure financial and operational plans turn into measurable results.
Lead, coach, and hold store managers across Madison accountable.
Develop store managers into confident operators who can lead their teams and take ownership of their business.
Build bench strength by identifying and developing future shift leads, assistant managers, and general managers.
Partner with training and HR leadership to support hiring, onboarding, retention, performance management, and team development.
Conduct regular 1-1’s, performance conversations, and store visits with clear follow-up.
Address performance issues quickly, professionally, and consistently.
Ensure every store delivers a fast, friendly, accurate, and memorable customer experience.
Protect MOKA’s brand standards across all Rochester locations.
Use customer feedback, store observations, and performance data to improve the customer experience.
Create an environment where team members are proud to serve customers and represent MOKA.
Serve as a brand ambassador within the community, building relationships with local stakeholders and participating in community events and initiatives to promote brand awareness and drive customer loyalty.
Collaborate with marketing and promotional teams to develop and execute marketing campaigns, promotions, and events to attract new customers and retain existing ones.
Support local store marketing, community events, and relationship-building opportunities.