Store Operations Manager (GM)

Insomnia Cookies•Fairborn, OH

About The Position

The Store Operations Manager leads an Insomnia Cookies bakery, building and developing the team, creating an exceptional guest experience, and owning business results. This hands-on role is actively involved in day-to-day operations, coaching team members, leading busy late-night shifts, connecting with guests, and taking action to achieve sales and operational goals. The manager oversees operational execution, including staffing and scheduling, cookie quality, service speed and accuracy, cleanliness, food safety, ordering, inventory, product rotation, and bakery controls. They hire, onboard, coach, and develop Shift Leaders, Cookie Crew, and Delivery Drivers; set clear expectations; recognize performance; and build a pipeline for career growth. They also monitor performance measures, identify business opportunities, partner with the District Manager and field leadership, and carry out local marketing activities. The role requires a flexible schedule that reflects bakery needs, including evenings, late nights, weekends, and holidays. Managers work a minimum of 45 hours per week and should be prepared to perform essential bakery team duties when needed. The work takes place in a fast-paced bakery with guest interaction, heat from ovens, refrigerated storage areas, cleaning chemicals, and moderate noise.

Requirements

At least 3 years of management or leadership experience in restaurant, retail, hospitality, or another fast-paced customer-facing environment.
Availability for a schedule reflecting bakery needs, including 2–3 mid-to-late shifts during Thursday through Sunday.
Hands-on, player-coach leadership style and willingness to help wherever the team and business need it.
Track record of hiring, coaching, developing, and retaining teams.
Strong hospitality orientation and commitment to exceptional guest experiences.
Business acumen and ability to understand performance, set priorities, and turn goals into action.
Strong communication, organization, and problem-solving skills.
Comfort learning and using restaurant or retail technology and business systems.
Ability to obtain food safety certifications required for the location.
Ability to perform essential position functions with or without reasonable accommodation.
Ability to stand and walk for extended periods, including up to 8 hours during a shift; frequently reach, bend, stoop, twist, kneel, and lift; regularly lift, carry, push, and pull up to 30 pounds; and occasionally lift up to 50 pounds with assistance.
Ability to use hands and fingers to handle bakery equipment, food products, technology, and point-of-sale systems.
Ability to work in varying temperatures around ovens, freezers, and refrigeration units; read order screens, reports, recipes, schedules, and safety information; and communicate effectively amid frequent interruptions.
Ability to work nights and weekends.

Responsibilities

Own the bakery’s day-to-day operation and ensure every shift is staffed and prepared.
Maintain standards for cookie quality, speed, accuracy, cleanliness, food safety, and bakery execution.
Own scheduling and labor execution to meet team and business needs.
Manage ordering, inventory accuracy, product rotation, shrink, and other bakery controls.
Maintain operational routines and address gaps when standards are not met.
Create a welcoming, energetic guest experience that delivers the Always Warm promise.
Model hospitality and coach the team to provide friendly, fast, memorable service.
Monitor the guest experience and take action to improve it when needed.
Hire, onboard, coach, and develop Shift Leaders, Cookie Crew, and Delivery Drivers.
Set clear expectations, recognize strong performance, support team members, and hold them accountable.
Give consistent coaching and real-time feedback; develop Shift Leaders to lead shifts, coach teams, and solve problems.
Build a talent pipeline and career-growth opportunities for team members.
Own bakery performance, understand sales and key performance measures, and take action to achieve goals.
Identify business opportunities and translate them into action; lead with urgency, accountability, and consistency, particularly during peak and late-night shifts.
Partner with the District Manager and field leadership to solve problems and improve bakery operations.
Build local community connections and execute local marketing activities to drive awareness, traffic, and sales.
Work a flexible schedule reflecting bakery needs, including evenings, late nights, weekends, and holidays, and work at least 45 hours per week.
Perform essential bakery team duties when needed and safely operate bakery and kitchen equipment according to company procedures.