Director of Operations (NYC Metro based)

Job Description

Job Description

Magnolia Bakery opened our first location on a quiet street corner in the heart of New York City’s West Village in 1996. From then to now, Magnolia Bakery has grown to become a globally famous, locally loved retail bakery and desserts brand. With locations in New York City, LA and Chicago, a nationwide e-commerce and wholesale business, international locations in the Middle East and Southeast Asia, and an emerging Grocery business in the US, Magnolia Bakery's whimsical spin on classic, American desserts is now in every neighborhood.

Role: Director of Operations Position

The Director of Operations is a senior leadership role responsible for overseeing the operational performance, growth, and brand execution of both company-operated bakeries and franchise business units for Magnolia Bakery. This position leads the day-to-day operations of approximately 10 company-owned bakery cafés while also directing franchise operational support, field consultation, and new bakery development initiatives. This position is NYC Metro based.

This role serves as a key bridge between corporate leadership, bakery operations, franchise partners, training, and development teams to ensure consistent execution of the Magnolia Bakery guest experience, product quality standards, financial performance, and operational excellence across all markets.

The ideal candidate is a highly organized multi-unit operator with strong bakery, restaurant, or hospitality experience and a demonstrated ability to scale systems, develop teams, support franchisees, and lead operational growth initiatives.

Key Responsibilities

Multi-Unit Operations Leadership

• Direct operational oversight of approximately 10 company-operated bakery locations.
• Lead and develop a Field Area Manager who serves as the primary operational contact for company-owned bakeries and conducts routine operational audits, compliance reviews, and in-store coaching visits.
• Ensure the Field Area Manager is effectively driving accountability, follow-up, and execution across bakery operations.
• Drive performance across sales, labor, food cost, controllables, guest satisfaction, safety, and operational compliance.
• Partner with bakery leadership teams to improve productivity, staffing stability, training effectiveness, and overall profitability.
• Establish accountability systems and operational KPIs across all company-owned locations.
• Lead corrective action plans and performance improvement initiatives where necessary.
• Ensure consistent execution of Magnolia Bakery brand standards, food quality, cleanliness, merchandising, and hospitality expectations.

Franchise Operations & Field Support

• Lead operational support strategy for the franchise business unit.
• Serve as a primary operational advisor and consultant to franchise ownership groups and operators.
• Manage and develop a team of Franchise Business Consultants (FBCs) responsible for field support and operational coaching.
• Support franchisees with operational planning, staffing models, opening readiness, production systems, training execution, and ongoing business optimization.

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• Conduct business reviews with franchisees focused on operational metrics, guest experience, profitability, and compliance.
• Collaborate with franchise partners to identify opportunities for sales growth, operational efficiencies, and local market execution.
• Support franchise compliance initiatives while maintaining strong franchisee relationships and partnership alignment.

Bakery Development & New Store Openings

• Partner with construction, facilities, culinary, training, and executive leadership teams to support bakery development projects and new bakery openings.
• Participate in site review discussions, operational layout planning, equipment recommendations, and back-of-house workflow optimization.
• Assist in developing scalable operational systems for future company and franchise growth.
• Lead operational readiness planning for new bakery openings including staffing, onboarding, training coordination, production planning, and opening support.
• Support franchise development teams during discovery and onboarding phases as needed.

Team Leadership & Talent Development

• Recruit, coach, and develop bakery operations leaders and franchise support teams with our SWEET Values in mind.
• Build succession plans and leadership development pathways across operations.
• Foster a culture centered around accountability, hospitality, collaboration, and operational excellence.
• Partner with HR and training teams on performance management, staffing strategies, and organizational development initiatives.
• Lead cross-functional communication between operations, culinary, supply chain, finance, training, and marketing teams.

Financial & Strategic Responsibilities

• Manage operational budgets and contribute to annual business planning.
• Analyze bakery and franchise performance metrics to identify operational trends and business opportunities.
• Support strategic initiatives designed to improve profitability, scalability, and operational consistency.
• Assist executive leadership in long-range operational planning and market growth strategies

Qualifications & Key Ingredients for Success

• 9-12 years of multi-unit operations leadership experience in bakery, restaurant, café, hospitality, or franchised retail environments.
• Strong experience supporting both company-operated and franchise business models preferred.
• Demonstrated success leading multiple high-volume locations and field support teams.
• Experience managing district managers, area managers, or franchise field consultants preferred.

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• Experience with new store openings, operational scaling, and systems development.
• Strong financial acumen including labor management, P&L analysis, forecasting, and operational budgeting.
• Excellent leadership, coaching, communication, and relationship management skills.
• Ability to balance strategic planning with hands-on operational execution.
• Willingness to travel regularly to bakery and franchise locations.

Preferred Experience

• Bakery or premium dessert concept experience strongly preferred.
• Franchise operations leadership experience within a growth-stage brand.
• Experience building operational infrastructure for expanding multi-unit organizations.
• Familiarity with training systems, operational manuals, and franchise support programs.

Reporting Structure

• Reports to: Chief Operating Officer

Direct Reports

• Field Area Manager – Company Operations
• Franchise Business Consultants
• Training & Opening Support Partners (dotted-line collaboration)

Success Metrics

• Company bakery sales growth and profitability
• Franchise operational performance and compliance
• Guest satisfaction and brand consistency
• Labor and food cost performance
• New bakery opening execution
• Leadership retention and team development
• Franchisee satisfaction and operational support effectiveness.

Work Environment

This position operates in both corporate and field environments and requires regular travel to company-owned and franchise bakery locations. The role requires a hands-on leadership approach with the ability to work effectively in fast-paced operational settings.

Company Benefits

•Medical, Dental, Vison

•401k plan

•Life Insurance

•Vacation & Sick Time

•Employee discount

*Magnolia Bakery is an Equal Opportunity Employer and participates in E-Verify.