Operations Manager | Boston

Blank Street•Boston, MA

4d•$90,000 - $120,000

About The Position

The Operations Manager is the leader of an area of 5+ stores and the General Managers who lead them. The role focuses on hiring, coaching, and developing GMs and building engaged, high-performing teams, while owning the area’s P&L and planning priorities to improve store performance. The Operations Manager creates clarity, capability, accountability, hospitality, and continuous improvement in a fast-moving business. Reporting to the Director of Operations and working with the Field Leadership team, the role helps scale future leaders and deliver an exceptional experience for employees and customers. The Operations Manager oversees hospitality standards, store performance, sales and labor planning, inventory calibration, talent pipelines, succession planning, store plans, and implementation of new initiatives. The position requires regular travel between stores in the Boston market and availability for 50 hours per week across five days, including two peak days, usually weekend days.

Requirements

At least 5 years of leadership experience in hospitality, retail, or another fast-growing consumer business.
Experience leading multiple locations, specifically 3–10 locations, and developing the managers who run them.
Strong commitment to hospitality and creating exceptional customer and employee experiences.
Strong operational and financial judgment, including the ability to interpret P&L and KPI dashboards and determine actions.
Experience developing managers, hiring, coaching, making decisions, and leading through change.
Ability to plan a quarter ahead and translate priorities into actionable plans for General Managers.
Excellent written communication and confident verbal communication.
Ability to travel regularly between stores within the market.
Availability to work 50 hours per week, across five days, including two peak days, usually weekend days. Weekend days are defined as Friday, Saturday, and Sunday.

Responsibilities

Coach General Managers to build systems, behaviors, and processes that maintain hospitality standards.
Check standards across the area through store visits and data, and hold General Managers accountable for addressing gaps.
Help turn around struggling stores and launch new stores in the area.
Translate quarterly sales forecasts into store-level plans and communicate expected growth, slowdowns, seasonality, and nearby openings.
Set quarterly labor targets, including headcount and transfers between stores, and coach General Managers on rota planning.
Help General Managers calibrate inventory to forecast demand and establish inventory guardrails.
Develop General Managers through training pathways, regular one-on-ones, and direct feedback.
Calibrate hiring and promotion decisions and set quarterly succession targets from barista to General Manager.
Build an area-wide culture of collaboration, shared learning, accountability, and mutual support.
Monitor store KPIs and P&L, and establish weekly and quarterly area priorities.
Work with each General Manager to create and execute a store plan and improve performance.
Roll out new initiatives, including menu launches and technology tools, using clear communication and hands-on training, and track adoption.

Benefits

$90,000–$120,000 annual base salary.
Competitive total rewards package, which may include benefits, paid time off, and other perks.
15 days of paid annual leave, in addition to company-observed holidays and sick time.
Three health plan options, with full coverage available for two employee-only tiers.
Commuter benefits.
Parental leave.
Bereavement leave.
Free access to the Regulars program, including coffee, matcha, and other offerings.
Regular social outings with the team.
Free Blank Street swag.