Coffee Bar Program Manager

Job Summary

The Coffee Bar Program Manager role will uphold Compass’ vision to provide our customers with the tools to create a successful coffee program through education, hands-on training, and continuous support. The immediate goals will be to support the design and development of the café concept, facilitate the successful transition and opening of café locations, and support the ongoing deliverables of Compass services. Additionally, you will provide immersive assistance with program enhancements. This position will work in tandem with internal teams to execute on program goals, facilitate training, and support operations in executing a high-level coffee and tea program. This position will collaborate with the other program and account managers to create a program based on industry trends, client engagement, and education, to ensure client retention.

Job Description

Key Responsibilities:

• Equipment procurement, installation, and service 
• Café openings 
• Provides ongoing training, education, and community engagement
• Serves as the single point of contact for Compass, brand, and client partners within all aspects of support for the national café program
• Ensures the ordering process is executed properly and operational training is sufficient for both the client and local branches
• Provides reports to on-site contacts and key national stakeholders regarding order status, problem resolution, and ongoing operational execution for the program
• Maintains an ongoing quarterly training and quality control calendar for onsite baristas 
• Supports an ongoing employee engagement program focused on coffee, tea, and innovative product education
• Provides timely and detailed training recaps after each training session
• Partners with Internal Communications and Operational leaders to create team engagement content and initiatives centered around coffee education and guest hospitality
• Supports the ongoing program development, with insight on the leading trends in the food and beverage industry, utilizing this knowledge to keep the menu offerings unique and in line with both the brand partner and industry trends. 
• Supports the consistent presence at the client site, checking in with the contacts at regular intervals to ensure any issues are resolved in a timely fashion
• Works with the onsite technician and service management to ensure all equipment maintenance, including emergency repairs and preventative maintenance, is executed at the highest level.
• Collects data and information for case stories from existing high performing/high-profile accounts and proactively identifies opportunities to grow existing business 
• Identifies and develop coffee and tea ambassadors by market to support quality assurance and quality control store checks
• Supports the local roasters rotational program in conjunction with national brand partner for all sites: scope includes identifying roasters, product procurement, and distribution, as well as marketing support collaboration as needed
• Analyzes voice of the customer data to identify areas of opportunity at local and regional level
• Leverages POS data to inform operational and program recommendations
• Collaborates with marketing team on the development of LTOs and seasonal beverage campaigns

Job Requirements

Preferred Qualifications:

• In-depth coffee and/or food and beverage industry experience

• Ability to be located in the Seattle or New York City markets, working onsite 5 days per week 

• Ability to travel quarterly 

• Business development experience is preferred

• Self-motivation and proactive relationship management skills, as well as openness to receive and deliver thoughtful feedback

• Excellent prioritization and communication around responsibilities and primary organizational goals

• Growth mindset and disruptive thinking, with a passion for reaching solutions within a complex and evolving market and helping clients to take their coffee and tea programs to the next level 

• Ability to pull and analyze sales reports

• Ability to read financial statements and tie strategy/actions to financial performance

• Experience forecasting short- and long-term sales

• Experience and proven success working in an entrepreneurial environment; highly attentive with proactive customer service abilities

• Ability to work independently as well as within a team

• Ability to achieve subject matter expertise and strong desire for continuous learning