Store Operations Manager (GM)

Insomnia Cookies•Louisville KY (Univ of Louisville), KY

About The Position

The Store Operations Manager leads the day-to-day operations of an Insomnia Cookies bakery and is accountable for team performance, guest experience, sales, and operational results. This is a hands-on leadership role that involves working alongside the team, setting standards, understanding business performance, and taking action to achieve goals. The manager hires, onboards, coaches, and develops Shift Leaders, Cookie Crew, and Delivery Drivers; creates a supportive and accountable team culture; and builds a pipeline for career growth. The role oversees bakery execution, including staffing, scheduling, cookie quality, service speed and accuracy, cleanliness, food safety, ordering, inventory, product rotation, and bakery controls. The manager also leads during busy evening and late-night shifts, builds community connections, and executes local marketing activities. Managers partner with their District Manager and field leadership to address challenges and improve bakery performance. The position requires at least 45 hours per week, schedule flexibility, and regular evening, late-night, weekend, and holiday work as business needs require. It is based in a fast-paced bakery environment with guest interaction, oven heat, refrigerated storage, cleaning chemicals, and moderate noise. Employment is contingent on applicable pre-employment checks and requirements.

Requirements

At least 3 years of management or leadership experience in restaurant, retail, hospitality, or another fast-paced, customer-facing environment.
Availability to work a schedule aligned with bakery needs, including 2–3 mid-to-late shifts during Thursday through Sunday.
Willingness to work nights, weekends, and holidays as business needs require.
Hands-on, player-coach leadership style and willingness to help wherever the team and business need support.
Track record of hiring, coaching, developing, and retaining strong teams.
Strong hospitality orientation and commitment to an exceptional guest experience.
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 the essential job functions with or without reasonable accommodation.
Ability to stand and walk for extended periods, including up to 8 hours per shift.
Ability to frequently reach, bend, stoop, twist, kneel, and lift.
Ability to 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 safely operate bakery and kitchen equipment according to company procedures.
Ability to work in varying temperatures, including near ovens, freezers, and refrigeration units.
Ability to read order screens, reports, recipes, schedules, and safety information.
Ability to communicate effectively with guests and team members in a fast-paced environment with frequent interruptions.
Ability to work a minimum of 45 hours per week and maintain schedule flexibility, especially during peak business periods and staffing needs.

Responsibilities

Own daily bakery operations and ensure each shift is staffed, prepared, and set up for success.
Maintain standards for cookie quality, speed, accuracy, cleanliness, food safety, and overall bakery execution.
Manage scheduling and labor execution in line with team and business needs.
Oversee ordering, inventory accuracy, product rotation, shrink, and other bakery controls.
Maintain operational routines and address gaps when standards are not met.
Create a welcoming guest experience that delivers the Always Warm promise and reflects the Insomnia brand.
Set hospitality standards and coach the team to provide friendly, fast, memorable service.
Monitor guest experience, identify opportunities to improve it, and respond when expectations are not met.
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, and develop Shift Leaders to lead shifts and solve problems.
Build a talent pipeline and create opportunities for team members to grow their careers.
Own bakery performance by monitoring sales and key performance measures and taking action to meet goals.
Identify business opportunities and translate them into action with urgency, accountability, and consistency.
Partner with the District Manager and field leadership to solve problems and continuously improve bakery operations.
Build connections in the local community and carry out local marketing activities that increase awareness, traffic, and sales.
Remain actively engaged in bakery operations and perform essential bakery team duties when needed.