Multi-Unit Operations Manager | Boston

At Blank Street, we're on a mission to become the defining food and beverage brand of our generation. From the very beginning, we've set out to add a spark to ordinary experiences through elevated products, attention-to-detail, and a commitment to making every moment memorable. We're motivated by the millions of customers we serve across cities, and know that our potential is unlimited. It all starts with our people and their commitment to make magic happen each and every day. 

The Operations Manager role at Blank Street is a key area leadership position, responsible for overseeing multiple locations and leading a team of General Managers. This role drives performance, consistency, and culture across all stores within a defined market by setting high operational standards and stepping in where needed. A core focus is building strong leadership by hiring, developing, and promoting talent while fostering a high-performing, cohesive culture across the area. With a strong grasp of area-level P&L, the Operations Manager coaches General Managers to make sound financial and operational decisions. It also leads short-term planning and forecasting across labor and inventory to ensure smooth operations. As the link between HQ and the field, the Operations Manager implements new initiatives, drives adoption, and shares insights to continuously improve how we operate. This role requires regular travel across Boston and reports to the Director of Operations.

• 5+ years experience in retail or hospitality multi-unit operations, with a track record of successfully managing multiple locations.
• Strong leadership skills, including the ability to lead and develop salaried managers and create a positive, high-performance culture.
• Experience with new store openings, including managing operational logistics, staffing, and ensuring successful ramp-up and execution.
• Excellent problem-solving and decision-making abilities, with a hands-on approach to tackling operational challenges and delivering results.
• Exceptional communication and organizational skills, with the ability to manage multiple locations and stakeholders while maintaining operational efficiency.

• Passion for delivering exceptional customer service and hospitality.
• Strong autonomy, sound judgment, and the ability to manage operations independently.
• Excellent organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Highly effective interpersonal and communication skills, capable of leading teams and collaborating across departments.
• Skilled in emotional intelligence and conflict resolution to foster a positive, welcoming workplace.
• Well-versed in change management, adapting to business needs and driving continuous improvement.
• Proven training and development capabilities to nurture team growth and leadership.
• Ability to troubleshoot and solve problems, prioritizing issues based on urgency.

• Hands on and highly action-oriented
• Deep knowledge and interest in specialty coffee, hospitality, restaurants or retail
• Positive, enthusiastic and results driven
• Passionate people leader and developer
• Interested in continuous personal growth

People - Coach and Support Your Team

• Create and manage a positive, engaging work culture
• Train, mentor, and celebrate your team
• Fill leadership gaps when needed
• Manage scheduling, time and attendance practices for the market
• Oversee labor strategy and budget
• Collaborate with your managers to hire and support hourly hiring
• Ensure training quality and team development
• Address performance issues promptly and fairly
• Partner with People Team on employee relations
• Help manage change to keep Blank Street evolving smoothly
• Maintain top engagement scores and host market events

Product - Deliver Quality Products

• Represent the Blank Street brand and values to customers and teammates
• Hold your team accountable for food and beverage quality
• Oversee ordering, vendor relations, waste, and inventory when needed
• Lead by example behind the bar for 30% of your week, ensuring excellent service and product quality

Physical Space - Maintain Operational Excellence

• Ensure safety, cleanliness, and presentation of locations
• Prepare stores for weather, new launches, or LTOs
• Solve facility issues quickly
• Work with HQ to improve store design, maintenance, and customer experience

Performance - Drive Financial and Customer Success

• Take ownership of store performance and find growth opportunities
• Maintain NPS and Google review scores
• Build relationships with local businesses to grow brand loyalty
• Stay updated on company tools, processes, and communication
• Identify and address performance gaps
• Share best practices and collaborate with other leaders

Project – Support Business Evolution

• Help with New Store Openings in your region
• Pilot new initiatives and act as a trusted partner for new ideas
• Support marketing and brand collaborations
• Attend training and department meetings

• $85,000 - $130,000 annual salary
  • Blank Street, in good faith, believes that the posted salary range is accurate for this role in Boston at the time of posting. Our salary ranges are rooted in the desire to pay competitively relative to our organization size and industry, reflecting just one part of the total compensation package. Blank Street may pay more or less than the posted range based on factors such as relevant experience and skills, qualifications and location, among others. This range may be modified in the future.
• 15 days of paid annual leave (on top of company-observed holidays and sick time)
• Three health plan options, with full coverage available for two employee-only tiers.
• Commuter benefits
• Parental leave
• Bereavement leave
• Exclusive access to our coveted Regulars program – yes, that means free coffee, matcha and more! ☕️
• Regular social outings with the team
• Free Blank Street swag