Senior Manager of Operations - Chicago

Job Description

Job Description

Description:

About Who Brew

At Who Brew, we're more than just a coffee stand - we're a community. Our energy, our kindness, and the way we treat each other and our customers is what sets us apart. Yes, great drinks and fast service matter, but it's how we make people feel that keeps them coming back.

We believe in creating a place where team members can grow, have fun, and feel like they belong. When we show up as our best selves and bring good vibes to the window, the rest takes care of itself.

We're redefining the drive-thru experience - not just with amazing drinks, but with meaningful, positive interactions. That starts with you. If you're looking for a place where culture comes first, where every day is high-energy and full of purpose, come join our crew.

Let's build something special together.

Job Overview

The Senior Manager of Operations assumes full responsibility for the operational and financial performance of multiple regions, providing strategic leadership and direct oversight to a team of Regional Managers. This role safeguards 7 Brew's culture, mission statement, and values across every assigned region, and builds the leadership bench that drives Who Brew's continued growth.

This role divides time between coaching Regional Managers in-region, conducting cross-region audits and strategic planning, and partnering with senior leadership on multi-region performance. The position reports directly to the Director of Operations. As the company continues to grow, the scope and structure of this role may evolve to reflect changing organizational needs.

Requirements:

Guest Experience & Service Excellence

• Set and uphold guest-first culture and service standards across all assigned regions, ensuring Regional Managers cascade consistent expectations to every stand.

• Coach and develop Regional Managers on leading stand managers to deliver exceptional guest experiences in fast-paced drive-thru environments.

• Analyze guest satisfaction trends across multiple regions, identifying systemic issues and directing region-level improvement plans.

• Establish clear, cross-region expectations for balancing speed, accuracy, and hospitality under pressure.

• Serve as the highest escalation point for complex or cross-region guest concerns, guiding Regional Managers through resolution.

• Conduct region-level audits — spanning both financial and cultural performance — and benchmark performance across regions, sharing best practices and building repeatable playbooks.

Operational & Financial Management

• Own P&L performance across all assigned regions, holding Regional Managers accountable for labor cost, inventory, and profitability targets.

• Identify and act on areas of opportunity in both financial and cultural performance across assigned regions through data-driven analysis, partnering with Regional Managers to close gaps.

• Partner with Regional Managers on inventory management, small wares, and equipment/asset upkeep at a multi-region scale.

• Evaluate capital and expense decisions across regions, prioritizing investment where it drives the greatest operational return.

• Ensure adherence to all processes, procedures, and government regulations across every region, with clear delegation, follow-up, and accountability.

• Use reporting and analytics tools to benchmark regions against one another and identify trends requiring intervention.

• Direct focused, hands-on operational support to underperforming or transitioning stands, including increased leadership presence and coordinated coaching resources, in partnership with the NSO team where opening-related issues are a factor.

Strategic Planning & Region Growth

• Partner with the Director of Operations on multi-region strategy, budgeting, and long-range planning.

• Evaluate new region and new stand opening opportunities, including site selection and region entry timing.

• Lead or support New Stand Openings across assigned regions, ensuring Regional Managers and stand teams are prepared to launch successfully.

• Monitor competitive landscape and region trends, translating insights into action plans for Regional Managers.

• Partner with the Director of Operations on Regional Manager staffing structure and territory design, using stand-level sales, coverage, and workload data to inform coverage decisions as region needs and the field organization continue to evolve.

Leadership, Coaching & Team Development

• Directly manage, coach, and develop a team of Regional Managers, including regular one-on-ones and performance reviews.

• Build and maintain a strong leadership pipeline across regions, reducing turnover at the stand manager and Regional Manager levels.

• Monitor cultural performance indicators across regions — including engagement survey feedback, turnover trends, and manager conduct — and direct Regional Managers toward corrective action where needed.

• Identify high-potential Regional Managers and stand managers, creating development plans that support succession planning.

• Provide regular, balanced feedback to Regional Managers and model the coaching behaviors expected at every level of the organization.

• Maintain proficiency in Brewista, Shift Lead, Manager, and Regional Manager duties and skill sets to credibly coach at every level.

Hiring and Recruiter Partnership

• Interview and select Regional Managers who demonstrate strong leadership, operational discipline, financial acumen, and a commitment to guest-first service.

• Partner with Recruiting and senior leadership to build consistent hiring, onboarding, and succession-planning practices across all assigned regions.

• Guide and support Regional Managers in hiring stand managers who align with company values and culture.

Communication & Corporate Alignment

• Serve as the primary link between assigned regions and Who Brew / 7 Brew Corporate leadership, cascading and localizing initiatives.

• Represent Who Brew and 7 Brew's values at all times, in and out of the stand, and hold Regional Managers to the same standard.

• Communicate region performance, risks, and opportunities to senior leadership with clarity and objectivity.

• Additional duties may be assigned.

Experience

• Proven experience managing managers in a multi-site, multi-region environment.

• Prior experience as a Regional Manager or equivalent multi-unit leadership role, ideally spanning more than one region.

• Strong background in P&L ownership, business development, guest service implementation, strategic planning, and process improvement.

• Demonstrated ability to build and lead high-performing teams of leaders, not just individual contributors.

• Experience leading New Stand Openings and evaluating new region or site opportunities.

• Exceptional leadership skills with the ability to inspire, align, and hold accountable leaders across multiple regions.

Work Schedule Requirements

• Required to live in the area where they oversee Operations. 

• Flexible schedule to support operations across multiple regions.

• Regular travel between assigned regions to coach Regional Managers and maintain visibility at the stand level.

• Availability on weekends and holidays as needed.

• On-call/in-person availability for urgent, multi-region needs.

• Ability to quickly redirect priorities as needs shift across regions.

Skills and Requirements

• Create and maintain genuine, uplifting interactions with peers, Regional Managers, team members, and guests.

• Solid financial and business acumen, with the ability to interpret and act on multi-region financial data.

• Ability to use reporting tools to analyze trends across regions and develop action plans in response to negative trends.

• Effectively manage multiple projects, directives, and deadlines across regions simultaneously.

• Effectively lead and develop leaders across a range of experience levels and personality types.

• Proven leadership in a fast-paced, multi-unit environment with numerous team members and leaders.

• Standard proficiency in Microsoft Office Suite.

• Effective communication with stand-level, Regional Manager, and senior leadership teams.

• Prioritize safety, especially when working with hot water and coffee, glass, dairy products, utility knives, and around moving vehicles.

• Work in extreme heat and cold as needed.

• Ability to lift up to 50 lbs and stand for prolonged periods.

• Ability to climb a ladder and step ladder.

• Able to stand, sit, bend, kneel, twist, and squat as necessary.

• Lead by example in all areas of the business, including working in position when needed.

Compensation

Salary: $110k/YR, Bonus plan eligible

Benefits Available

• Dental insurance

• Employee discount

• Health insurance

• Paid time off

• Vision insurance

• Flexible PTO

• Family & Personal Leave Benefits