Director of Operations & Commercial Sales

Job Description

Job Description

Company: Peaks To Waves LLC
Brand: Bad Ass Coffee of Hawaii
Classification: Full-Time, Exempt

Reports to: Chief Operating Officer

Responsible For/Supervises: Store Managers

Works in Conjunction With: Peaks To Waves Executive Team

 

Position Summary

The Director of Operations & Commercial Sales is a key member of the Peaks To Waves Executive Team responsible for providing high-level operational leadership across our Bad Ass Coffee of Hawaii locations while developing and leading the company's commercial sales and catering division.

This role serves as the bridge between company strategy and store-level execution, directly supporting and overseeing Store Managers to ensure operational excellence, consistency, profitability, and adherence to Bad Ass Coffee of Hawaii brand standards.

In addition to multi-unit operational leadership, this position will build a new revenue channel for Peaks To Waves through catering, bulk coffee, corporate accounts, community partnerships, events, and other commercial sales opportunities. The Director will work collaboratively with the Executive Team to develop the strategy, pricing, processes, SOPs, sales tools, and operational infrastructure necessary to launch and scale this area of the business.

The ideal candidate is both an operator and a builder: someone who can walk into a store and quickly identify operational opportunities while also developing relationships and creating new sources of revenue outside the four walls of our coffee shops.

Key Responsibilities

Multi-Unit Operations Leadership

• Provide high-level operational oversight and leadership across all Peaks To Waves Bad Ass Coffee of Hawaii locations.
• Directly support, coach, develop, and hold Store Managers accountable for store performance and execution.
• Conduct regular store visits and operational reviews to evaluate cleanliness, hospitality, product quality, staffing, training, merchandising, and overall brand execution.
• Ensure each location consistently meets Bad Ass Coffee of Hawaii brand standards and Peaks To Waves operational expectations.
• Partner with Store Managers to identify operational challenges and develop actionable solutions.
• Establish consistent operational practices across locations while allowing Store Managers appropriate ownership of their individual stores.
• Review store performance metrics and identify opportunities to improve sales, labor efficiency, cost controls, guest experience, and profitability.
• Assist Store Managers with staffing strategies, scheduling effectiveness, training, leadership development, and succession planning.
• Support new store openings, operational transitions, and future market expansion as Peaks To Waves grows.
• Serve as an escalation point for operational issues requiring support beyond the Store Manager level.
• Help develop Store Managers into strong, independent business leaders.

Commercial Sales & Catering Development

• Lead the development, launch, and ongoing growth of Peaks To Waves' commercial sales and catering division.
• Partner with the Executive Team to define the company's commercial sales strategy, target customers, offerings, pricing structure, sales goals, and growth objectives.
• Identify opportunities for corporate coffee programs, catering, meetings, conferences, community events, university partnerships, office accounts, hospitality partners, and other B2B relationships.
• Develop relationships with local businesses, universities, event venues, property managers, chambers of commerce, community organizations, and other potential partners.
• Prospect for and actively pursue new commercial accounts and catering opportunities.
• Create an organized sales pipeline and establish processes for lead generation, follow-up, quoting, account management, and repeat business.
• Develop catering packages and commercial product offerings in partnership with Operations, Brand/Marketing, and Finance.
• Build processes that encourage recurring commercial relationships rather than relying solely on one-time catering orders.
• Establish sales targets and regularly report pipeline activity, revenue, conversion rates, and commercial sales performance to the Executive Team.
• Represent Peaks To Waves and Bad Ass Coffee of Hawaii at networking events, business meetings, community events, and other sales opportunities.
• Oversee and develop the Commercial Sales Manager position as the commercial sales division grows.

SOP & Program Development

• Work collaboratively with the Executive Team and Store Managers to create a comprehensive Commercial Sales & Catering SOP.
• Establish processes for inquiry intake, quoting, ordering, payment, production, packaging, pickup, delivery, setup, and post-event follow-up.
• Define which catering and commercial orders can be fulfilled at the store level versus those requiring additional approval or coordination.
• Develop clear procedures for large-volume beverage and food orders to protect store operations and the guest experience.
• Establish lead-time requirements, order minimums, cancellation policies, delivery parameters, payment requirements, and other program standards.
• Develop tools and templates including order forms, proposals, catering checklists, production sheets, account profiles, and follow-up procedures.
• Establish communication protocols between commercial sales, Store Managers, and store teams.
• Continuously evaluate the program and refine SOPs as sales volume and the number of locations grow.

Brand Standards & Guest Experience

• Champion the Bad Ass Coffee of Hawaii brand and ensure the company's aloha spirit is consistently represented across every location and commercial interaction.
• Partner with Brand/Marketing leadership to ensure commercial sales materials, catering presentations, community activations, and partnerships remain aligned with brand standards.
• Monitor guest feedback, reviews, operational trends, and store-level opportunities.
• Coach Store Managers around hospitality, store presentation, merchandising, product execution, and team culture.
• Ensure commercial and catering experiences deliver the same level of quality and hospitality guests expect inside our stores.

Financial & Performance Management

• Review store-level KPIs with Store Managers and Executive Leadership.
• Monitor sales, labor, COGS, productivity, average ticket, transactions, and other key operational indicators.
• Partner with Store Managers to develop action plans when locations are not meeting established goals.
• Establish commercial sales and catering revenue goals and track performance against targets.
• Evaluate pricing and margins for commercial and catering offerings to ensure sustainable profitability.
• Develop forecasts and provide Executive Leadership with regular reporting on both retail operations and commercial growth.
• Identify opportunities to leverage purchasing, labor, production, and operational efficiencies across multiple locations.

Leadership & Executive Team Responsibilities

• Serve as an active member of the Peaks To Waves Executive Team and contribute to broader company strategy and decision-making.
• Translate company initiatives into clear operational expectations for Store Managers.
• Bring store-level insights, challenges, and opportunities to Executive Leadership.
• Collaborate closely with Operations, Brand/Marketing, HR, Finance, and ownership to support company goals.
• Lead regular Store Manager meetings and facilitate communication across locations.
• Help establish scalable systems and leadership structures as Peaks To Waves adds additional locations.
• Participate in annual planning, budgeting, goal setting, and expansion discussions.
• Model Peaks To Waves leadership expectations and the Bad Ass Coffee of Hawaii culture.

Position Requirements & Expectations

• Must have reliable access to transportation and the ability to travel regularly between Peaks To Waves locations, commercial accounts, events, meetings, and other business-related locations.
• Business use of a personal vehicle (POV) will be reimbursed for eligible mileage in accordance with company policy.
• Must maintain flexible availability based on store, commercial sales, and operational demands.
• This is a leadership position that may require availability outside of traditional business hours, including early mornings, evenings, weekends, and holidays, based on business and operational needs.
• Must be able to respond appropriately to time-sensitive operational matters and provide leadership support to Store Managers when needed.
• Must be comfortable working in both office/strategic environments and actively within store operations.
• Ability to travel throughout the Peaks To Waves operating market and support future locations as the company grows.
• Strong leadership, coaching, communication, relationship-building, and problem-solving skills required.
• Demonstrated ability to balance strategic planning with hands-on execution.
• Multi-unit retail, restaurant, hospitality, coffee, food service, sales, or business development experience strongly preferred.

Compensation

Compensation is commensurate with experience and qualifications.

This position will also be eligible to participate in an incentive and/or bonus compensation plan, with structure, performance metrics, and payout opportunities to be determined.