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! Apply today and be part of the ‘Bou Crew!
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 controllable expenses. Ensure cash flow growth through ethical, disciplined fiscal responsibility.
- Create focus and energy around meeting and exceeding sales goals during promotions, seasonal windows, and daily operations.
- Own cash controls and loss prevention. Enforce accurate cash handling and register accountability every shift, manage cash over/short to standard, and protect the coffeehouse against internal and external loss.
- Maintain rigorous standards in food safety, sanitation, and health protocols.
Skills and Qualifications:
- Bring Caribou’s Core Values to life in all that you do: Support One Another, Make Fun Happen, Be Yourself, Take Ownership, Serve with Love.
- Build trust through transparent communication and consistent follow-through.
- Display resilience and composure, maintaining focus and perspective in dynamic environments.
- Act as a change leader, embracing growth and fostering adaptability in the team. Provide a coffeehouse environment that sets equitable standards for people development and goal achievement.
- Support General Manager peers through partnership and collaboration.
- Provide and receive feedback with positive intent, demonstrating empathy, professionalism, and a commitment to growth, while handling challenging situations and confidential information with empathy and consistency.
- Take ownership of difficult conversations by seeking to understand team members and providing resolutions in a timely manner.
- Willingness to learn new systems and tools as they are introduced to support the business.
Qualifications:
Required:
- A minimum of 1–2 years of restaurant, retail, or guest service management experience, or a combination of experience and education.
- Must be 18 years of age or older.
- Valid driver's license and reliable transportation for supply chain, operational, and marketing tasks.
- Reliable transportation to and from the workplace.
- Ability to work full-time (40-47 hours per week). The role regularly requires overtime, including early mornings, evenings, weekends, and holidays.
Preferred:
- ServSafe certification, or the ability to obtain it within 90 days of employment.
- Experience with sales building, Profit & Loss (P&L) statements, recruitment, and training.
- Proficiency with coffeehouse systems including Toast, CrunchTime, Teamwox, EcoSure, Medallia, Workday, and Beekeeper.
- High school diploma or GED equivalent.
Address: | 1445 Olympia Fields Dr , Oconomowoc, Wisconsin 53066 |
The physical demands for this position are seeing, hearing, speaking, reaching, lifting up to 50 pounds, sitting, standing, for 4 to 8 hours, bending, and moving intermittently during working hours. These physical demands may be accomplished with or without reasonable accommodations.
The duties of this position may change from time to time. Caribou Coffee reserves the right to add or delete duties and responsibilities at the discretion of the company or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.
Caribou Coffee Company, Inc. and its subsidiaries (“Company”) are proud to be Equal Opportunity Employers of Minorities, Women, Protected Veterans, and individuals with Disabilities and do not discriminate based on gender identity or sexual orientation.
Brand:
Caribou Coffee
