Operations Manager

Blank Street, Inc.; Greater London; On-site; GBP 85,000 - 110,000; Full time

Job summary

Blank Street, Inc. is seeking an Operations Manager to lead an area of 5+ stores and develop a high-performing GM team. You will own the PnL, plan labor and inventory, and roll out initiatives across stores to sustain exceptional hospitality.

You will coach GMs, monitor KPIs, and ensure rapid improvement. This senior role requires strategic thinking and a track record in fast-paced retail or hospitality environments in the Greater London area.

Qualifications

• Leadership experience across multiple locations (5+ stores) preferred.
• Proven ability to hire, coach and develop managers (GMs).
• Strong PnL ownership and area-level budgeting experience.
• Excellent communicator with ability to influence at all levels.

Responsibilities

• Lead an area of 5+ stores and multiple GMs.
• Own the area PnL and drive financial performance.
• Develop GMs through training pathways and coaching.
• Plan labor, inventory and demand across stores.
• Roll out initiatives and maintain hospitality standards.

Skills

People leadership

Coaching

PnL ownership

Strategic planning

Communication

Hiring & development

Data-driven decisions

Tools

Slack

Notion

Email

Job description

• As an Operations Manager at Blank Street, you are the ultimate leader of an entire area of 5+ stores and the General Managers who lead them
• That means your greatest responsibility is growing people
• You will hire, coach and develop an A* team of GMs, helping them become confident leaders who build engaged, high-performing teams across our stores
• You are also the strategic mind behind your stores: you will own your area’s PnL and decide how to plan, prioritize and follow through, so your stores get better day by day
• In a fast-moving and constantly evolving business, you will create clarity, build capability, and foster a culture of accountability, hospitality and continuous improvement
• You’ll report to the Director of Operations and work closely with the rest of our Field Leadership team
• Together, you’ll help scale the next generation of leaders while driving an exceptional experience for both our teams and our customers
• Be Our Ultimate Hospitality Leader
• Make the standards stick: Coach your GMs to build the systems, behaviors and processes that keep our hospitality standards high every shift, whether you’re in the store or not
• Hold the bar: Check standards across your area through regular store visits and data, and hold GMs accountable for closing gaps fast
• Jump in where it counts: Take an active role in turning around struggling stores and launching new stores in your area
• Run a Tight PnL
• Plan for demand: Take quarterly sales forecasts from HQ, translate them store by store and make sure every GM knows what’s coming (growth, slowdowns, seasonality, new openings nearby)
• Build the labor plan: Set labor targets a quarter out, including headcount and transfers between stores, and coach GMs to build rotas against them
• Calibrate inventory: Help GMs calibrate inventory to forecast demand, and set clear guardrails so no store is badly overstocked or running short
• Build and Develop an A Team*
• Develop your GMs: Grow GMs into future leaders through our training pathways, regular 1:1s and direct feedback
• Own the talent pipeline: Calibrate hiring and promotion decisions across your area and set quarterly succession targets from barista to GM, so every store has its next leader ready
• Build an area-wide culture: Turn your stores into one team that shares what works and backs each other, with a culture that’s distinctly Blank Street: fast-moving, high-energy, collaborative and fun
• Operate Strategically
• Know your numbers inside out: Master your stores’ KPIs and PnL, and set clear priorities for your area every week and every quarter
• Make sure every store has a plan: Work with each GM to build a plan for their store, then stay close as they carry it out and push the numbers in the right direction
• Land change and innovation: Roll out new initiatives across your area, from menu launches to tech tools. That means clear comms, hands-on training and real buy-in from your teams, then tracking adoption until it sticks
• Full Time: 50 hours per week, 5 days of availability required and must be available to work 2 peak days (usually weekend days, weekend as described as Friday, Saturday, Sunday)

Experience leading multiple locations (3-10) and developing the managers who run themExcellent communicator: you know how to cut through the noise and are sharp in writing (Slack, Notion, email) and confident in speech (area meetings, workshops)5+ years of leadership experience in hospitality, retail, or another fast-growing consumer businessPeople leader: you have developed managers in the past and is able to hire an A* team, coach, make decisions and lead through changeStrategic planner: you know how to plan a quarter ahead and how to turn priorities into plans your GMs can act onYour Skills:Passionate about hospitality: you love creating exceptional customer and employee experiences, and care about setting the bar high in every store you’ve managedCommercial thinker: you have strong operational and financial judgment. You read the data (P&L, KPI dashboards) and know what to do next