Retail Manager

Retail Shop Manager (East Passyunk Location) 

About Us

Milk Jawn is a small-batch ice cream company based in Philadelphia. We use fresh Pennsylvania dairy and make almost everything by hand in our South Philly production kitchen—from the lemon curd in our Lemon Blueberry Basil to the toffee in our Malted Milk Toffee Crunch. Milk Jawn got its start in 2019, growing from pop-ups and deliveries into two scoop shops, a wholesale program, farmers' markets, and a loyal following of ice cream lovers. We’re obsessed with making exceptional ice cream and making people happy.

About the Role

The Shop Manager is responsible for the day-to-day operations, team leadership, and overall performance of our East Passyunk location. This role ensures that every guest has an exceptional experience while maintaining high standards for product quality, cleanliness, and team culture. 

About You

Our ideal Shop Manager is a people-first leader who cares about doing things well. You’ll lead and develop a team, set the tone on the floor, and make sure the shop is running smoothly day to day. We’re known for great ice cream, but also for genuinely friendly service—and we’re looking for someone who understands that both are essential to the Milk Jawn experience.

This is a hands-on, highly people-facing role. You’ll spend much of your time on the floor working alongside your team, jumping in wherever you’re needed, connecting with guests, and collaborating with other Milk Jawn department heads. You’re someone who enjoys being around people, brings great energy to the shop, takes pride in the details, and wants to build a strong team and a great place to work. And, of course, you love ice cream.

Key Responsibilities 

Team Leadership & Culture 

• Hire, train, and develop scoopers and shift leads 
• Set clear expectations and provide timely feedback
• Foster a positive, energetic, and respectful shop culture 
• Lead by example during shifts—especially during high-volume periods 
• Complete quarterly check-ins and reviews
• Develop a bench of leadership that is ready to rise to future growth opportunities

Operations 

• Oversee daily shop operations including opening, closing, and shift execution 
• Create and manage staff schedules based on business needs 
• Ensure consistent product quality and presentation
• Maintain cleanliness, organization, and food safety standards 

Customer Experience  

• Ensure every guest receives friendly, efficient, and memorable service 
• Handle customer feedback and resolve issues professionally 
• Maintain a strong presence on the floor during peak hours

Inventory & Admin  

• Manage inventory levels, ordering, and waste control
• Track and manage labor to align with sales goals
• Manage shop communications and keep the team informed
• Complete required administrative tasks, including scheduling, payroll reporting, and performance management
• Oversee shop systems and processes, including cash handling, register accuracy, and daily checklists

What Success Looks Like  

• The shop runs smoothly—even during busy periods
• The team is reliable, engaged, well-trained, and know what’s expected of them
• Standards are clear, consistent, and upheld across the team
• Customers consistently have a great experience
• The space is impeccably clean, well-stocked, and organized
• Problems are addressed quickly and effectively, without everything needing to be escalated

Qualifications 

• Previous management experience in food service, retail, or hospitality
• ServSafe Managers Certificate or City of Philadelphia Food Establishment Certificate (or obtain within 30 days of hire)
• Comfortable with technology, including POS systems, Google Docs, and spreadsheets, with the ability to track and report on purchasing, inventory, labor, and cash
• Ability to bend, stoop, scoop, and handle other physically demanding tasks during a busy shift
• Ability to lift up to 50 lbs
• Strong leadership and communication skills, with the ability to give clear direction and feedback
• Organized and able to stay calm, focused, and solutions-oriented during busy shifts
• Willingness to work a variable schedule, including opening and closing shifts, weekends, and holidays
• Eager to learn, take feedback, and continue growing as a leader
• Strong work ethic, good heart, and team-first mentality
• Adaptable and comfortable with the realities of a growing small business—things change, unexpected challenges come up, and everyone jumps in when needed
• Takes initiative and ownership—you notice what needs attention, follow through, and don’t wait to be asked

THE DETAILS:

Job Type: Full Time (average 40 hrs/week)

Schedule: Flexible

Report: General Manager

Salary: $58,240 to $62,400 + Performance bonus plan tied to your impact and shop success

Location: East Passyunk (1439 E Passyunk Ave)

Benefits:

• PTO (10 days to start, grows from there)
• 1.5x holiday pay for team members asked to work holidays
• Health / Vision / Dental Insurance
• A fun, positive place to work
• Employee discount (30% off at our shops + 2 free pints/month)
• Free ice cream

NEXT STEPS

Milk Jawn is growing, and we’re looking for people who want to grow with us. We value people who take ownership of their work, bring ideas to the table, and are excited to make an impact beyond their day-to-day responsibilities.

Along with your resume, send us a cover letter telling us a little about your management style, your most memorable food experience, and why you think you’d be a great fit for Milk Jawn. We do not use AI to screen candidates. We actually read every application.

Apply either through this job site or by emailing View email address on us.fitly.work. We do our best to respond to all serious candidates within 7-14 days.

Milk Jawn is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, or sexual orientation.