Senior Manager, Caffe Operations - Eataly Corporate

The Senior Manager, Operations – Eataly Caffè is a hands-on, field-based leader responsible for driving operational excellence, guest experience, team performance, and financial results across assigned Caffè locations. Spending the majority of their time in the operation, this role leads from the floor through direct observation, coaching, and accountability, ensuring locations are properly staffed, operationally ready, financially on target, and consistently executing Eataly standards. The Senior Manager develops management teams, improves operational processes, protects brand standards, and partners cross-functionally to drive business performance and exceptional guest experiences. 

• Directs the day-to-day operations of assigned Eataly Caffè locations, maintaining a visible presence on the floor, observing service, coaching employees and managers, and stepping into the operation during peak periods, staffing challenges, openings, closings, or other business needs. 

• Ensures consistent execution of opening, closing, shift-change, cash handling, security, cleanliness, food safety, health and safety, and other operational procedures and Eataly standards. 

• Leads and develops the Caffè management team by setting clear expectations, providing coaching and feedback, recognizing strong performance, addressing performance issues, and developing talent and succession plans. 

• Holds managers accountable for team performance, guest experience, staffing, training, service execution, and financial and operational results. 

• Owns operational and financial performance for assigned Caffè locations, including revenue, labor, cost of goods, waste, inventory, productivity, and EBITDA; reviews results regularly, identifies performance gaps, and implements corrective actions. 

• Manages labor deployment, scheduling, inventory, ordering, product availability, waste, cash controls, and other store-level resources to achieve operational and financial targets. 

• Conducts regular operational walks and observations to identify deficiencies and opportunities related to hospitality, service, product quality, cleanliness, food safety, health and safety, and regulatory compliance; establishes corrective actions and follows through to resolution. 

• Uses direct guest interaction, employee feedback, guest feedback, and business performance data to identify opportunities and improve the overall customer experience and operational performance. 

• Ensures approved products, recipes, pricing, displays, and merchandising standards are consistently executed and escalates issues or opportunities to the appropriate functional leaders. 

• Identifies operational challenges and implements practical improvements to procedures, workflows, labor deployment, training, and store-level controls in partnership with the management team. 

• Partners with Talent & Culture and other functional leaders on recruitment, staffing, training, performance management, operational processes, and business initiatives while maintaining accountability for execution in the field. 

• Supports new Caffè openings and operational readiness, including staffing, training, inventory, opening and closing procedures, standards validation, and post-opening stabilization. 

• Communicates operational performance, business risks, priorities, and corrective actions clearly to the VP of Operations and appropriate cross-functional partners. 

• Performs other duties as required or assigned.