Store Operations Manager (GM)

Insomnia Cookies•El Paso TX, TX

9d•Onsite

About The Position

The Store Operations Manager leads the day-to-day operation and performance of an Insomnia Cookies bakery. This hands-on role involves building and developing a team, creating a welcoming guest experience, maintaining bakery standards, and driving sales and operational results. The manager stays actively engaged in bakery operations, coaches team members, leads busy evening and late-night shifts, connects with guests, and identifies ways to improve performance and grow the business. The manager owns bakery execution, including staffing, scheduling, labor, ordering, inventory, product rotation, shrink, food safety, cleanliness, cookie quality, speed, and accuracy. They hire, onboard, coach, and develop Shift Leaders, Cookie Crew, and Delivery Drivers; establish clear expectations; recognize performance; and build a talent pipeline. They also monitor business performance, take action toward goals, partner with the District Manager and field leadership, and carry out local marketing activities. The role requires a flexible schedule, including evenings, late nights, weekends, and holidays as business needs require. Managers work a minimum of 45 hours per week and are expected to perform essential bakery team duties when needed. The work takes place in a fast-paced bakery with guest interaction, oven heat, refrigerated 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–Sunday.
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 teams.
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 essential job functions with or without reasonable accommodation.
Ability to work nights and weekends.
Ability to stand and walk for extended periods, including up to 8 hours during a 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, with schedule flexibility during peak periods, staffing needs, and other times leadership presence is needed.

Responsibilities

Own the day-to-day bakery operation and ensure every shift is staffed, prepared, and set up for success.
Maintain standards for cookie quality, speed, accuracy, cleanliness, food safety, and overall bakery execution.
Own scheduling and labor execution while balancing 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 company’s Always Warm promise.
Set hospitality standards and coach the team to provide friendly, fast, memorable service.
Monitor the guest experience, identify opportunities to improve it, and take action when service falls short.
Hire, onboard, coach, and develop Shift Leaders, Cookie Crew, and Delivery Drivers.
Set clear expectations, recognize performance, support team members, and hold 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 support team members’ career growth with Insomnia Cookies.
Own bakery performance by tracking sales and key performance measures and taking action toward goals.
Identify business opportunities and convert 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 performance.
Build local community connections and execute local marketing activities to increase awareness, traffic, and sales.
Perform essential bakery team duties when needed.