Operations & Customer Experience
Oversee all day-to-day non-kitchen operations including grocery retail, cashier team, customer service, and front-of-house presentation
ORDER FULLFILLMENT
Ensure exceptional customer experience through consistent service standards, cleanliness, organization, and hospitality
Actively monitor customer flow, service speed, and overall guest satisfaction
Resolve customer concerns professionally and promptly, escalating when necessary
Team Leadership & People Management
Recruit, interview, hire, onboard, train, and schedule non-kitchen staff
Lead performance management including coaching, feedback, corrective action, and terminations when necessary
Build and maintain a positive, respectful, and accountable workplace culture
Ensure appropriate staffing levels to meet operational demands and sales volume
Training & Development
Implement and maintain training programs for customer service, cashier operations, grocery standards, safety, and brand expectations
Ensure all team members are properly trained on SOPs, POS systems, policies, and service standards
Identify training gaps and coordinate retraining or development plans as needed
Quality Assurance & Brand Standards
Maintain food hall appearance, merchandising standards, signage, and customer-facing areas in alignment with brand guidelines
Conduct regular quality checks to ensure product presentation, pricing accuracy, labeling, and cleanliness standards are met
Support brand promotion efforts including in-store promotions, events, and customer engagement initiatives
Compliance, Safety & Inspections
Serve as primary contact for health department inspections, regulatory agencies, and compliance visits related to non-kitchen operations
Ensure compliance with local, state, and federal regulations, company policies, and safety standards
Maintain documentation related to inspections, corrective actions, and compliance follow-ups
Administrative & Reporting
Oversee scheduling, timekeeping, attendance tracking, and labor controls for non-kitchen teams
Monitor operational metrics such as sales trends, labor costs, customer feedback, and service performance
Communicate operational updates, challenges, and improvement opportunities to senior leadership
Qualifications
35+ years of management experience in food service, grocery retail, food halls, or hospitality
Proven experience leading teams, managing schedules, and overseeing daily operations
Strong customer service orientation with the ability to handle high-volume environments
Working knowledge of labor laws, safety standards, and regulatory compliance
Experience interacting with health departments or regulatory agencies preferred
Skills & Competencies
Strong leadership, communication, and conflict-resolution skills
Excellent organizational and time-management abilities
Detail-oriented with a focus on consistency and quality
Ability to multitask, prioritize, and make sound decisions in fast-paced settings
Comfortable coaching, disciplining, and developing team members
Work Environment & Schedule
Full-time, salaried position
Schedule includes evenings, weekends, and holidays as required by business operations
Requires extended periods of standing, walking, and active floor supervision
Other Duties
Perform other duties as assigned to support the overall success of the food hall and organization
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Customer Experience Manager • Clawson, MI, United States
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