The General Manager, based at a corporate location within 40 miles, is responsible for overseeing all day-to-day store operations while fostering a positive, high-performing team culture. They act as both the face of Ziggi’s Coffee to customers and the leader who develops and empowers team members to succeed. The GM drives exceptional customer experiences, ensures operational excellence, manages financial performance, and cultivates future leaders—all while modeling Ziggi’s values and energy.
Customer Service & Brand Standards
· Ensures Ziggi’s "Standards of Service" are consistently upheld: exceptional customer service, excellent drink/food quality, accuracy, consistency, and speed.
· Addresses customer concerns promptly and professionally, ensuring resolution and documenting as needed.
· Regularly observes and audits guest interactions and product quality to ensure consistency with brand standards.
· Acts as a brand ambassador in the community, building relationships and representing the Ziggi’s brand positively.
Team Leadership & Development
· Recruits, interviews, hires, and onboards new team members.
· Provides continuous training, coaching, recognition, and corrective action when needed.
· Builds and sustains a positive work environment that motivates and engages employees.
· Identifies and develops high-performing team members for leadership roles.
· Creates and maintains weekly schedules that align labor needs with sales, budget, and compliance requirements.
· Implements succession planning by identifying and mentoring team members for future leadership positions.
· Models professionalism, accountability, and teamwork, setting the tone for the store culture.
Operational Excellence
· Maintains a clean, safe, and organized store that meets all Ziggi’s standards.
· Oversees product preparation, stocking, equipment maintenance, and cleanliness to meet all health, safety, and food safety regulations.
· Places and manages vendor orders; tracks inventory and minimizes waste.
· Prepares and submits accurate bank deposits.
· Monitors daily operations to proactively identify and resolve potential service disruptions.
· Ensures all required documentation, logs, and compliance reports are completed accurately and on time.
Financial & Business Management
· Manages controllable expenses, including labor and cost of goods sold.
· Analyzes sales and operational data to identify opportunities for improvement.
· Partners with Store Owner/District Manager to achieve store-level financial goals and ensure overall profitability.
· Actively drives sales through team engagement, upselling, and community involvement.
· Creates action plans to improve underperforming areas of the business based on data analysis and performance trends.
· Drives local store marketing initiatives in partnership with the Owner/District Manager to increase traffic and sales.
Communication & Collaboration
· Maintains consistent, open communication with staff, the Leadership Team, Store Owner, and District Manager.
· Participates in leadership meetings, provides updates, and ensures alignment with company initiatives.
· Provides timely feedback, clear direction, and consistent follow-up to ensure alignment across all levels of the team.
Other Duties
· Performs additional responsibilities as assigned to support store and company success.
KNOWLEDGE, SKILLS, AND ABILITIES
· Strong leadership and coaching skills with the ability to build, develop, and retain high-performing teams.
· Excellent customer service and problem-solving skills.
· Strong business acumen with the ability to manage P&L drivers including labor, sales, and inventory.
· Good analytical and math skills to create and analyze reports, sales statistics, and spreadsheets.
· Ability to work with a sense of urgency in a fast-paced environment.
· Effective communication skills, both verbal and written.
· Ability to prioritize and manage multiple responsibilities while meeting deadlines.
· Proficiency with Microsoft Office Suite or related software.
· Flexible availability, including early mornings, evenings, weekends, and holidays.
· In-depth knowledge of food safety, sanitation, and OSHA requirements.
· Ability to de-escalate conflicts and handle sensitive employee or customer situations with professionalism and discretion.
· Strong organizational skills with attention to detail in scheduling, ordering, and operational processes.
· Entrepreneurial mindset with the ability to think strategically, take initiative, and drive business results.
· Comfortable learning and utilizing point-of-sale (POS) systems and other store technology.
Physical Demands
The position requires the ability to stand for up to 8 hours per day and to move quickly, bend, reach, and lift up to 50 pounds regularly. It also requires specific vision abilities, including close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment
Primarily indoors in a coffee shop setting with a fast-paced, team-oriented atmosphere.
Experience & Qualifications:
Years of Experience Minimum of 2 years management experience required, preferably in QSR, retail, or hospitality
Education High School Diploma or G.E.D. required
License, Certificate or Food Safety Certificate preferred (or ability to obtain)
This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.
Ziggi’s Coffee is an Equal Opportunity Employer.
Work schedule
- 8 hour shift
- Weekend availability
- On call
- Monday to Friday
- Holidays
- Day shift
- Night shift
Supplemental pay
- Tips
Benefits
- Flexible schedule
- Employee discount