GENERAL MANAGER

The standard-setter for the store, the team, and the guest experience.

Reports to

Founder/CEO or designated company leader

Supervises

Shift Leads, Baristas, and Training Baristas

Classification

Full-time; classification confirmed in the offer letter

Location

Assigned Fat Miilk café; may support other locations as needed

The role

The General Manager owns the daily health and performance of a Fat Miilk café. This leader turns brand standards into consistent execution—building a strong team, running an organized and financially responsible store, and ensuring that every guest experiences Fat Miilk with warmth, confidence, and care. The right person is both a people leader and an operator: present on the floor, clear in expectations, thoughtful in coaching, and accountable for results.

What you’ll own

• Lead all day-to-day store operations, including opening and closing readiness, service flow, cleanliness, safety, product quality, cash controls, and issue resolution.
• Build schedules that reflect business needs, approved availability, labor targets, training needs, and fair coverage; manage attendance and time-off requests through company systems.
• Recruit, onboard, train, coach, and develop café employees in partnership with company leadership; maintain training records and required certifications.
• Create consistent execution of beverage recipes, prep standards, presentation, hospitality, and the story of Vietnamese coffee and Robusta.
• Review sales, labor, waste, inventory, comps/refunds, guest feedback, and operational reports; identify patterns and take timely corrective action.
• Manage ordering, receiving, storage, pars, counts, transfers, and vendor communication to protect product availability and control waste.
• Maintain the physical condition of the store and equipment; document incidents, repairs, safety concerns, and facilities needs promptly.
• Partner with Quality/Sourcing, Operations/Brand, Logistics/Tech, and company leadership on launches, events, systems, training, and process improvements.
• Handle employee and guest concerns with discretion, consistency, and sound judgment; escalate harassment, discrimination, safety, payroll, or legal concerns immediately.
  

How you'll lead

• Set clear priorities before and during every shift, delegate with context, and confirm follow-through.
• Coach directly and respectfully in real time; document performance concerns and apply handbook policies consistently in partnership with leadership.
• Create an inclusive, collaborative workplace where standards are high and people can ask questions, learn, and grow.
• Model calm urgency: step into service when needed without losing sight of the full operation.
• Develop Shift Leads to run strong shifts independently and build a reliable leadership bench.
  

What we’re looking for

• 3+ years of café, restaurant, retail, or hospitality leadership experience; multi-unit or high-volume experience is a plus.
• Demonstrated skill in team development, scheduling, inventory, labor management, cash controls, and guest recovery.
• Strong written and verbal communication, sound judgment, and comfort giving and receiving direct feedback.
• Ability to learn and teach coffee, beverage, and brand knowledge with accuracy and enthusiasm.
• Comfort using Square, scheduling/payroll systems, digital training tools, email, and basic operational reporting.
• Availability to work a flexible schedule that may include early mornings, evenings, weekends, holidays, meetings, and store emergencies.
• Ability to stand for extended periods and regularly bend, reach, lift, and carry café supplies and equipment consistent with the role.
  

What success looks like

• The store is consistently clean, prepared, safe, staffed, and on brand.
• Guests receive accurate products and memorable hospitality, and recurring concerns are addressed at the root.
• Team members know what is expected, receive useful coaching, and complete training on time.
• Labor, inventory, waste, and controllable costs are actively managed against company targets.
• Reporting is accurate and timely, and risks are surfaced early with a proposed next action.
  

Schedule and compensation

• Schedule: Full-time, with open availability aligned to store needs. Regular floor presence is required, including some opening, closing, weekend, and holiday shifts.
• Compensation: Competitive and based on experience and final role scope; confirmed in the written offer letter.
  

Employment standards

This position is subject to Fat Miilk’s Employee Handbook and all current company policies. Employment is at will. Team members are expected to maintain punctual and regular attendance, record time accurately, protect confidential information, follow safety and food-handling requirements, treat coworkers and guests with dignity and respect, use personal phones only as permitted, and care for company property. Reasonable accommodations are available in accordance with applicable law.