Store Operations Manager (GM)

Store Operations Manager (GM)

Insomnia Cookies was founded in a college dorm room by then-student, Seth Berkowitz. Fast forward 20 years and so... many....cookies... later, our innovative bakery + delivery concept has become a cult brand known for its rabid following of cookie lovers who crave Insomnia's warm, delicious delivery all day and late into the night. With an expanding footprint of over 350 stores globally, an experiential, "sweet-easy" flagship concept, and large scale operations and delivery capabilities... Insomnia Cookies is revolutionizing the cookie game by truly "Imagining What's Possible"!

Insomnia Cookies is actively hiring for a Store Operations Manager (GM) for our team in Upper West Side located at 405 Amsterdam Avenue, New York NY 10024. We are seeking a hospitality focused individuals looking to join a fun, entrepreneurial and rapidly growing company, in a role that offers great training & mentorship, professional growth/quick advancement opportunities and achievable sales success! Comp & Sweet Position Perks: · a starting base salary of $60K+ + monthly bonus compensation package. · a $50.00 per month cellphone data plan stipend. · enrollment in our Cookie Jar deferred compensation program. · excellent comprehensive benefits coverage that includes medical, dental, vision & pet insurance plans. · 401K with contribution match. · 2 weeks paid vacation, 2 Insomnia Personal Days of Wellness paid, paid sick leave. · Enrollment in our Cookie College learning/training platform. · free cookies, awesome swag and so much more!

Job Duties & Position Focus: · Hire, coach and develop a diverse part-time hourly staff that includes Shift Leaders, Cookie Crew and Delivery Drivers. · Lead service components including stellar food quality, engaging customer service, employee friendliness, and store cleanliness, through the team. · Establish a strong culture of excellence that prioritizes cookie quality, customer service, and sales performance, while also supporting personal growth and opportunity for all team members. · Manage and audit inventory to maintain proper controls. · Create and execute fun, local marketing drops. · Create and drive in-store recognition programs/contests.

What we seek: · 3+ years of management/leadership experience in a restaurant or retail establishment · Availability to work 2-3 mid-to-late shifts throughout the latter part of the week (Thurs- Sun) · Benevolent leadership style with a player-coach mentality when it comes to day-to-day management of the business · An innate sense of true hospitality and ability to deliver exceptional customer service to all of our guests · A solid technical acumen regarding restaurant/retail business software, proficiency with MS Outlook, Excel, MS Teams and prior experience hiring employees using an Applicant Tracking System · Familiarity with using commercial convection ovens - a plus

About The Role

As a Bakery Operations Manager at Insomnia Cookies, you're not just managing a bakery. You're building a team, creating the experience our guests come back for and owning the results of your business.

You're the leader, setting the standard for your team, your guests, your cookies, and your results. You'll hire and develop great people, create an environment where they can thrive, deliver an exceptional guest experience, and drive the sales and operational results your bakery is expected to achieve.

This is a hands-on leadership role. You'll be actively engaged in the day-to-day operation, know your business, understand what drives performance, and take action to hit your sales targets and improve results. That means coaching and developing your team, leading through busy late-night rushes, connecting with guests, and finding new ways to grow your business.

If you love developing people, driving results, delivering great experiences, and making things happen in a fast-paced environment, you'll fit right in. And as Insomnia grows, you'll have plenty of opportunity to grow with us.

What You'll Do

Operational Execution

• Own the day-to-day operation of your bakery, ensuring every shift is staffed, prepared, and set up for success.
• Maintain high standards for cookie quality, speed, accuracy, cleanliness, food safety, and overall bakery execution.
• Own scheduling and labor execution, balancing the needs of your team with the needs of the business.
• Manage ordering, inventory accuracy, product rotation, shrink, and other bakery controls.
• Maintain strong operational routines and quickly address gaps when standards aren't being met.

Guest Experience

• Bring our Always Warm promise to life, creating a bakery experience that feels welcoming, energetic, and unmistakably Insomnia.
• Set the standard for genuine hospitality and coach your team to deliver friendly, fast, and memorable service on every shift.
• Stay close to the guest experience, recognize opportunities to make it better, and take action when we miss the mark.

Talent & Team Development

• Hire, onboard, coach, and develop a strong team of Shift Leaders, Cookie Crew, and Delivery Drivers.
• Create a culture where expectations are clear, great performance is recognized, and team members are supported and held accountable.
• Provide consistent coaching and real-time feedback that helps your people grow and get better.
• Develop Shift Leaders who can confidently lead great shifts, coach their teams, and solve problems.
• Build a strong talent pipeline and create opportunities for team members to grow their careers with Insomnia.

Leadership & Ownership

• Take ownership of your bakery's performance, knowing your sales and key performance measures and taking action to achieve your goals.
• Understand what drives your business, identify opportunities, and turn them into action.
• Lead with urgency, accountability, and consistency, especially during peak and late-night shifts.
• Partner with your District Manager and field leadership to solve problems and continuously improve your bakery.
• Build connections in your local community and execute local marketing activities that drive awareness, traffic, and sales.

Minimum Qualifications

• 3+ years of management or leadership experience in restaurant, retail, hospitality, or another fast-paced customer-facing environment.
• Availability to work a schedule that reflects the needs of the bakery, including 2–3 mid-to-late shifts during the latter part of the week (Thursday–Sunday).
• A hands-on, player-coach leadership style and willingness to jump in wherever your team and business need you.
• A track record of hiring, coaching, developing, and retaining great teams.
• A natural sense of hospitality and commitment to delivering an exceptional guest experience.
• Strong business acumen and the ability to understand performance, set priorities, and turn goals into action.
• Strong communication, organization, and problem-solving skills.
• Comfort learning and using restaurant/retail technology and business systems.
• Ability to obtain any required food safety certifications applicable to the location.
• Ability to perform the essential functions of the position with or without reasonable accommodation.

Physical Requirements

This is a hands-on bakery leadership role. This position regularly requires the ability to:

• Stand and walk for extended periods of time, including up to 8 hours during a shift.
• Frequently reach, bend, stoop, twist, kneel, and lift.
• Lift, carry, push, and pull up to 30 pounds regularly.
• Occasionally lift up to 50 pounds with assistance.
• Use hands and fingers to handle bakery equipment, food products, technology, and point-of-sale systems.
• Safely operate bakery and kitchen equipment in accordance with company procedures.
• Work in environments with varying temperatures, including around ovens, freezers, and refrigeration units.
• Read order screens, reports, recipes, schedules, and safety information.
• Communicate effectively with guests and team members in a fast-paced environment with frequent interruptions.
• Ability to work nights and weekends

Work Environment

This position works in a fast-paced bakery environment that includes frequent interaction with guests, exposure to heat from ovens, refrigerated storage areas, cleaning chemicals, and moderate noise levels. Evening, late-night, weekend, and holiday shifts are a regular part of the business.

Bakery Operations Managers are expected to be actively engaged in bakery operations and able to perform the essential duties of bakery team members when needed.

Schedule Expectations

Our business comes alive in the evenings and late