MOKA - Operations Manager - Madison, WI

Job Description

Job Description

About MOKA: MOKA is a growing drive-thru coffee brand built on exceptional customer service, speed, and quality.  We are seeking strong leaders who care about people, take pride in fostering amazing customer experiences, and want to help build a company with high standards and long-term career opportunities.

Role Overview: MOKA is seeking a high-performing Operations Manager in Madison, WI, to lead 4 coffee shop locations in the market.

This is a field-first, multi-unit leadership role for someone who loves developing teams, improving store performance, and creating a consistent, high-energy customer experience.  The Operations Manager is responsible for leading store managers, raising operating standards, driving financial results, and helping build the next generation of leaders at MOKA.

The right person will be comfortable spending significant time in the stores, coaching during real business conditions, using data to identify opportunities, and holding teams accountable to clear expectations.

Responsibilities:

1. Operational Management:
   • Lead the operational performance of 4-8 MOKA locations in the Madison market, depending on experience and ability.
   • Spend significant time in stores observing operations, coaching leaders, and supporting teams during key business periods.
   • Ensure consistent execution of company standards, including speed of service, product quality, customer service, cleanliness, training, safety, and overall store readiness.
   • Partner with store managers to identify operational challenges, create action plans, and follow through until results are improved
   • Support the rollout of company initiatives, systems, promotions, and process improvements across the market.
   • Foster a culture of high standards, accountability, urgency, teamwork, and pride.
2. Financial Performance:
   • Own market-level performance in partnership with senior leadership
   • Review sales, labor, COGS, controllable expenses, and other store-level performance trends.
   • Coach store managers to understand their numbers and make stronger daily business decisions.
   • Manage labor budgets under the direction of senior leadership.
   • Identify opportunities to grow sales, improve traffic, control costs, and drive profitability.
   • Follow up consistently to ensure financial and operational plans turn into measurable results.
3. Leadership and Team Development:
   • Lead, coach, and hold store managers across Madison accountable.
   • Develop store managers into confident operators who can lead their teams and take ownership of their business.
   • Build bench strength by identifying and developing future shift leads, assistant managers, and general managers.
   • Partner with training and HR leadership to support hiring, onboarding, retention, performance management, and team development.
   • Conduct regular 1-1’s, performance conversations, and store visits with clear follow-up.
   • Address performance issues quickly, professionally, and consistently.
4. Customer Experience and Brand Standards
   • Ensure every store delivers a fast, friendly, accurate, and memorable customer experience.
   • Protect MOKA’s brand standards across all Madison locations.
   • Use customer feedback, store observations, and performance data to improve the customer experience.
   • Create an environment where team members are proud to serve customers and represent MOKA.
5. Community Engagement and Brand Promotion:
   • Serve as a brand ambassador within the community, building relationships with local stakeholders and participating in community events and initiatives to promote brand awareness and drive customer loyalty.
   • Collaborate with marketing and promotional teams to develop and execute marketing campaigns, promotions, and events to attract new customers and retain existing ones.
   • Support local store marketing, community events, and relationship-building opportunities

What We’re Looking For:

• 3-5+ years of experience in food service, coffee, QSR, hospitality, retail, or another fast-paced customer-facing business.
• Multi-unit leadership experience is strongly preferred.
• Bachelor's degree preferred, not required.  Equivalent experience will be strongly considered.
• Proven track record of driving operational excellence, achieving sales targets, and delivering financial results.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire teams to achieve their goals.
• Excellent problem-solving and decision-making abilities, with a strategic mindset and attention to detail.
• Exceptional communication and negotiation skills, with the ability to build rapport and influence stakeholders at all levels.
• Flexibility to travel between locations as needed and work a flexible schedule, including early mornings, evenings, and weekends.

Benefits:

• Competitive base salary: $70,000-$85,000, based on experience
• Quarterly bonus program: up to $20,000 annually based on area performance
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• In-store discounts
• Opportunity to grow with an established and expanding regional coffee brand

Why Join MOKA?

This is a meaningful leadership opportunity for someone who wants to do more than manage stores.  As an Operations Manager, you will help lead an important market, develop future leaders, improve business results, and play a key role in shaping the next stage of MOKA’s growth.

If you are a strong operator who loves leading people, building teams, and creating unforgettable customer experiences, we would love to meet you.