General Manager

Bagel Brands; Southern Pines (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

Caribou Coffee is seeking a General Manager to oversee a busy coffeehouse, driving sales, profitability, and an exceptional guest experience. You will lead a high-performing team, set clear expectations, and maintain a positive, safe work environment while using Caribou systems to track performance.

You will be responsible for staffing, training, and daily operations, ensuring consistent service across dine-in, drive-thru, and mobile channels.

Qualifications

• Leads and develops a high-performing team across all shifts.
• Drives guest experience using Caribou's STAR service model.
• Manages coffeehouse P&L and operational metrics.

Responsibilities

• Maintain staffing across shifts with accurate schedules.
• Coach and develop team through training and performance management.
• Ensure guest experience meets SOPs and brand standards.
• Oversee daily operations, inventory, and asset management.
• Monitor labor, COGS, waste, and service speed to optimize profitability.

Skills

Team leadership

Coaching

Guest experience

P&L management

Operational excellence

Tools

POS systems

Inventory tools

Job description

At Caribou Coffee we create day-making experiences that spark a chain reaction of GOOD! This is our purpose. Our team brings this to life by focusing on what's really important - TEAM, GUEST, BUSINESS! It's that simple. If you're ready to work somewhere you can be yourself while making an impact on your community, creating life-long relationships, and serving the best coffee around, join our herd!

Position Overview:

The General Manager is accountable for the overall performance of the coffeehouse - its financial results, its team, and the guest experience that connects them. Reporting to the Area or District Manager, the General Manager leads all aspects of daily operations and builds a high-performing, engaged team by setting clear expectations, holding team members accountable, and maintaining a healthy coffeehouse culture centered in exceptional guest experience.

Success in this role requires the ability to maximize sales and traffic growth, develop and coach the team, and lead by example. The General Manager demonstrates a sustained commitment to Team, Guest, and Business, and brings the core values to life by embodying Caribou's purpose: to create day-making experiences that spark a chain reaction of GOOD.

Core Responsibilities:

TEAM

• Maintain staffing levels that meet business needs across all shifts, especially peak dayparts. Create accurate, demand-based schedules, publish them on time, and proactively develop bench strength and succession plans.

• Build and retain a skilled, experienced team by setting clear goals, coaching performance, recognizing contributions, and consistently using Caribou tools and resources to strengthen engagement and reduce turnover.

• Own the execution and completion of role-based training, promotional window training, onboarding, and all related development initiatives.

• Understand what motivates each team member, address concerns promptly, and provide individualized coaching and support that strengthens relationships and helps each person reach their full potential.

• Model and uphold company policies, practices, and standards, and maintain a safe, supportive environment for team members and guests.

• Use designated Caribou systems and tools accurately, consistently, and within required timelines to complete administrative and operational tasks, maintain reliable records, monitor coffeehouse performance, and support timely follow-up and informed decision-making.

GUEST

• Lead the coffeehouse to bring Caribou's STAR guest service model to life on every shift, inspiring and empowering the team to deliver outstanding guest experiences through craft, hospitality, and consistency while reinforcing the standard through training, coaching, and recognition.

• Drive measurable improvement in guest satisfaction, speed of service, and loyalty, using guest feedback and coffeehouse data to inform specific, repeatable actions.

• Ensure every beverage and food item meets SOP and brand standards throughout the day.

• Coach the team to read guests and dayparts, anticipate demand, and prepare the coffeehouse to perform ahead of peak.

• Own the guest experience across all channels, in-coffeehouse, drive-thru, mobile order, and delivery, maintaining consistent speed of service and order accuracy across each, and managing channel flow so no single channel disrupts overall service during peak.

• Facilitate the timely resolution of guest, team, supply chain, and asset-related issues.

BUSINESS

• Take ownership of coffeehouse performance, leading the team to drive sales, profitability, and operational excellence, including through executing local marketing efforts.

• Maintain a consistent and adaptable presence in the coffeehouse in accordance with Caribou scheduling standards, including peak dayparts, inventory, administrative work, promotional window sets, and holidays.

• Ensure the coffeehouse is open, staffed, and fully operational during all expected business hours by taking ownership of shift coverage needs and providing direct operational support when necessary.

• Manage inventory, replenishment, waste, and asset processes to maintain accurate inventory levels, minimize loss, allocate resources efficiently, and support uninterrupted coffeehouse operations.

• Apply financial planning knowledge to manage the coffeehouse P&L and safeguard company resources.

• Focus on top-line sales while managing expenses to business needs. Monitor labor as a percentage of sales, cost of goods, waste, and