Location: Duncan, BC (1A-4970 Polkey Rd) — hybrid role with regular in-office and on-site store time
Type: Full-time 40-45hrs/week
About Serious Coffee
Serious Coffee is an established, locally rooted café company with 17 locations (5 corporate, 12 franchised). We’re built on delivering outstanding coffee and hospitality while growing a consistent, high-quality brand across corporate and franchise cafes.
The role — at a glance
We’re hiring an Operations Manager to own day-to-day operations and help grow and align both corporate and franchise stores. This is a hands-on, multi-discipline operations role focused on improving sales, quality, consistency, and profitability while supporting franchise partners and leading new initiatives (equipment rollouts, new product launches, new store openings and renewals).
Reporting: Reports to the President and company GM/CFO.
Base: Duncan, BC. Regular travel across Vancouver Island and occasional overnight travel for store openings, franchise events or shows.
What you’ll own (top outcomes)
- Improve cafe sales and same-store performance through operational improvements and local execution.
- Drive cost control across labor and food cost, and improve margin performance.
- Lead equipment rollouts and product innovation programs including our sister company Karma Coffee).
- Build and maintain consistent brand standards and franchise compliance through coaching and clear Policies & Procedures.
- Support franchise development (new franchise inquiries, renewals, lease support) and represent Serious Coffee at franchise events and organize the AGM.
- Deliver timely, accurate cafe checklist and operational reports to leadership.
Key responsibilities
- Oversee corporate and franchised cafes’ operations, quality and consistency.
- Execute regular field visits, audits, and coaching sessions. Produce and deliver cafe checklist reports and other operational reports on a regular cadence.
- Own store performance analysis — P&L review, labor scheduling, food cost reporting, shrinkage.
- Manage equipment procurement, installs, service and capital projects (including K-Cups/Nespresso rollouts).
- Oversee new store openings, equipment installs, and initial franchisee onboarding. Support lease renewals and franchise renewals as needed.
- Lead training and development programs (corporate and franchise), including systems training (Touch Bistro POS, scheduling,Third Party Delivery).
- POS updates/Programming and Scheduling future changes and/or corrections/new products/prices.
- Facilitate communication and policy/procedure adoption across franchisees while balancing supportive relationships and enforcement of brand standards.
- Organize and present at the AGM and attend industry shows and franchise events.
Decision authority & working style
- Will have delegated hiring/discipline authority for direct reports after a training period.
- Can approve routine operational decisions; larger capex or strategic items will be run past the President and/or CFO.
- Role requires high follow-through, relationship skills, and the ability to both coach and hold people accountable.
Who you are (required & preferred)
Required:
- Multi-unit operations experience (QSR/cafe/retail) with hands-on field work.
- Demonstrated leadership, coaching and project execution skills.
- Touch Bistro (or equivalent POS) programming experience required.
- Valid driver’s license and willingness to travel to stores.
Preferred:
- Experience working with franchised networks.
- Familiarity with basic accounting/P&L handling.
- Food Safe and Serving It Right certifications (or willingness to obtain).
- Experience with equipment rollouts (coffee systems, single-serve programs, hotel programs).
Schedule & travel
- Typical hours: Monday–Friday with occasional weekend work for events, openings or shows.
- Travel across Vancouver Island/Lower Mainland and occasionally overnight.
Compensation & benefits
- Benefits available after 6 months, paid vacation, flexible schedule when required, Mileage/car allowance or travel reimbursement for site visits.
Other
- Background check may be required.
- This role requires building and maintaining strong franchise relationships while ensuring brand consistency.
Job Types: Full-time, Permanent
Pay: $55,000.00-$85,000.00 per year
Benefits:
- Casual dress
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
Work Location: In person
