Store Operations Manager (GM)

Insomnia Cookies•Charlotte, NC

18d•$50,000 - $65,000

About The Position

Insomnia Cookies is hiring a hands-on bakery operations leader to build and develop a team, deliver an exceptional guest experience, and own the bakery’s business results. The manager leads day-to-day operations, sets standards for quality and service, and takes action to achieve sales and operational goals. The role includes coaching the team, supporting busy late-night shifts, connecting with guests, and identifying opportunities to grow the business. The position requires a schedule responsive to bakery needs, including mid-to-late shifts, nights, weekends, and holidays. Managers work a minimum of 45 hours per week and are expected to remain actively engaged in bakery operations, including performing team-member duties when needed. The work takes place in a fast-paced bakery with frequent 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 that reflects bakery needs, including 2–3 mid-to-late shifts 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 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/retail technology and business systems.
Ability to obtain food safety certifications required for the location.
Ability to perform the essential functions of the position 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 in accordance with 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 nights and weekends.

Responsibilities

Own daily bakery operations and ensure shifts are staffed, prepared, and set up for success.
Maintain standards for cookie quality, speed, accuracy, cleanliness, food safety, and overall execution.
Manage scheduling and labor execution in line with team and business needs.
Manage ordering, inventory accuracy, product rotation, shrink, and other bakery controls.
Maintain operational routines and address gaps in standards.
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 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, and support team members while holding them accountable.
Provide consistent coaching and real-time feedback; develop Shift Leaders to lead shifts, coach teams, and solve problems.
Build a talent pipeline and create career-growth opportunities for team members.
Own bakery performance by monitoring sales and key performance measures and taking action toward goals.
Identify business opportunities and translate them into action.
Lead with urgency, accountability, and consistency, especially during peak and late-night shifts.
Partner with the District Manager and field leadership to solve problems and improve bakery performance.
Build local community connections and execute local marketing activities to increase awareness, traffic, and sales.
Work a minimum of 45 hours per week, including nights, weekends, and holidays as business needs require.
Perform essential bakery team-member duties when needed.