Description

General Description

The Operations Specialist is a frontline operational leader responsible for protecting and elevating the full customer experience across all She Brews Coffee Roasters locations. This role ensures that every guest encounter reflects our Mission Statement, “Grounded In Service, Driven By Purpose.” While the Team Trainer develops team members through structured training phases, the Operations Specialist ensures that hospitality, technical barista excellence, operational systems, and service standards are executed consistently and intentionally every day. Working across all She Brews locations, the Operations Specialist formally coaches customer interaction standards, reinforces technical skill and workflow discipline, oversees inventory systems, and supports scheduling and operational execution. This position reports directly to the Team Trainer and Director of Operations and serves as a bridge between training, hospitality culture, and operational leadership.

Core Responsibilities

Customer Experience Leadership

Customer experience is a primary responsibility of this role.

- Model authentic, warm, mission-aligned hospitality in every interaction.

- Formally coach team members in creating meaningful, appropriate customer connections.

- Observe and evaluate guest interactions, providing real-time and documented feedback.

- Reinforce tone, body language, attentiveness, and emotional awareness on the floor.

- Ensure service rhythms balance relational warmth with efficiency and bar flow.

- Identify breakdowns in service standards and intervene promptly.

- Address and de-escalate customer concerns with professionalism and composure.

- Protect the relational culture of She Brews while maintaining operational discipline.

Technical Barista & Quality Excellence

- Demonstrate advanced espresso calibration and dialing-in skills.

- Maintain drink consistency and quality across all shifts and locations.

- Coach beverage execution, milk texture, latte art, and presentation standards.

- Reinforce station cleanliness, bar organization, and workflow discipline.

- Troubleshoot technical or equipment issues and escalate appropriately.

- Ensure operational execution never compromises hospitality standards.

Operational Systems & Process Accountability

- Reinforce Standard Operating Procedures (SOPs) across locations.

- Observe workflows and correct inefficiencies in real time.

- Provide documented coaching on process adherence and accountability.

- Support implementation of new operational systems and tools 

- Ensure compliance with health department and food safety regulations.

Inventory & Supply Oversight

- Monitor and maintain established par levels.

- Perform routine inventory counts (café, retail, consumables).

- Track waste, shrinkage, and product usage trends.

- Assist with supply ordering in coordination with the Director of Operations.

- Maintain organized storage and FIFO standards.

Scheduling & Shift Support

- Assist with labor awareness and schedule coordination.

- Support coverage planning and staffing adjustments.

- Step into floor leadership during peak hours or staffing gaps.

- Communicate operational concerns to leadership proactively.

Training Collaboration

Working under the direction of the Team Trainer, the Operations Specialist:

- Reinforces Phases I–V through hospitality-focused and operational coaching.

- Assists with service and technical competency validation.

- Provides documented feedback related to customer experience, bar skill, and procedural consistency.

- Supports development of leadership readiness through accountability and example.

Requirements

Qualifications

- Demonstrated excellence as a barista with advanced technical skill.

- Strong hospitality instincts and emotional intelligence.

- Experience coaching or mentoring others preferred.

- Organizational strength and systems-thinking ability.

- Clear communicator with confidence in giving constructive feedback.

- Committed to the mission of She Brews and passionate about supporting women in transition.

- Willingness to travel between sites and maintain flexible scheduling as needed.

- Familiarity with Slack, Google Workspace, and checklist tracking tools.

- County Food Handler’s Permit (or willingness to obtain one).