General Manager - Philadelphia

Brief Description

Competitive triathletes and passionate bakers, Pam Weekes and Connie McDonald left their careers to open a small bread shop in New York City in 1995 — Levain Bakery.

One day, they baked a BIG chocolate chip walnut cookie as energy for triathlon training. At Levain, a batch of these 6-ounce cookies flew off the shelves, and an icon was born. The cozy shop on West 74th Street became a neighborhood favorite and a destination for epicurious visitors from around the world, hungry for “the cookie.”

From the start, Pam, Connie, and the team baked everything fresh on-site each day, donating the day’s leftovers to charity — and we still do, nearly 30 years later. Today, Levain has bakeries across the country (with more to come!), plus ecommerce gift boxes to treat cookie lovers in every state.

Our Vision: To give rise to lifelong memories

Our Mission: To bring together people who treat their work and the craft of baking and all who come to visit with great care.

Every day, we strive to embody our company’s five core values:

• Welcome All- We are all in it together
• Work Hard and Be Kind- We pull our weight, we do our best, and take care of each other
• Lead with Heart- We operate with empathy and integrity
• Rise Up- We take initiative to make things better
• Savor It- We are present and find the fun!
  
  

THE ROLE: GENERAL MANAGER - PHILADELPHIA

General Managers collaborate with District Managers to oversee all operations, and the overall financial wellbeing of the bakery. General Managers provide on-the-ground leadership to ensure retail, baking production, and operations standards are met. The ideal General Manager candidate has strong problem-solving, decision making and leadership skills, with the ability to manage a clear growth path for the bakery.

What We’re Looking For

• People-forward attitude with exceptional customer service skills; Be proactive and empathetic in assisting customers and team members
• Strong communication & interpersonal skills; team-oriented with a positive attitude
• Maintain a high level of professionalism and care: be adaptable, flexible, and patient
• Ability to remain calm under pressure in a fast-paced environment when troubleshooting issues: be consistent, patient, and even keeled
• Ability to continuously motivate and inspire team members and set a positive example for the team
• Ability to establish and maintain relationships with suppliers, businesses, and organizations for meaningful partnerships and community outreach
• Must have strong financial acumen to manage the bakery’s budget, to control costs, and maximize profitability
• Embody and promote the values and standards of Levain Bakery
  
  

Job Responsibilities:

Leadership & Team Management

• Display effective leadership capabilities focused on team dynamics, motivation, and conflict resolution to inspire and manage all bakery staff (including shift leads, bakers, retail team members, trainers, and porters)
• Model DEI principles and ensure they are upheld in bakery operations and leadership practices, where team members foster a culture of inclusion in their store
• Demonstrate strategies for resolving conflicts and handling difficult conversations with team members
• Manage team member performance through assessment techniques, coaching, and regular development opportunities
  
  

Customer Service

• Demonstrate strong customer service skills and coach team members on how to handle inquiries, complaints, and feedback in an effective manner
• Demonstrate a deep understanding of customer preferences, needs, and expectations to inspire your team members to do the same
• Foster strong, lasting relationships with customers to enhance their sense of belonging and connection to our community surrounding the bakery
• Troubleshoot customer complaints to quickly resolve issues and evaluate customer reviews on platforms (Yelp, Google, DoorDash, Uber Eats, and Toast)
  
  

Operations

• Manage the bakery’s budget pursuant to P&L, control costs, maximize profitability, and maintain a weekly business analysis routine
• Consistently adhere to established protocols and maintain the highest standards of excellence to ensure all baked goods meet Levain Bakery’s quality standards
• Ensure all in-store and third-party delivery (3PD) orders are accurate and safely prepared
• Manage cash reconciliations, audit time sheets, close payroll, and ensure inventory is entered accurately
  
  

Growth Management

• Maintain a business analysis routine to stay on target with KPIs, review P&L with District Managers, and ensure all finances are accurately recorded
• Develop and implement sales strategies to reduce cost and increase revenue (e.g. minimizing waste, optimizing labor, upselling, community-based activities, or marketing activations)
• Establish relationships with suppliers, businesses, and organizations for meaningful partnerships
  
  

Requirements

• Bachelor’s degree in business, hospitality, or relevant field of study preferred
• Minimum 4-5 years of food service, QSR, or retail experience, with at least 2-3 years of management experience required
• Adept knowledge of Toast POS system
• Open availability: ability to work mornings, nights, weekends, and holidays
• Ability to work 50 hours per week
• Ability to lift/push 25-50 pounds
• Stand/walk for an 8-hour shift (excluding a ½ hour break); some locations require walking up and down stairs
• Read and communicate in English, both verbally and in writing
• Utilize basic computer skills (Email, Microsoft Office)
• Must have valid DOH Certification & additional regional required food handlers’ certifications
  
  

Compensation & Benefits

• $65-$85k quarterly bonus potential
• Health, Vision, Dental Insurance
• Employer-funded Healthcare Reimbursement Account
• Additional supplemental benefits: Commuter Benefits, Employee Assistance Program, Bike-Share Reimbursement
• 14 Weeks Fully Paid Parental Leave
• Three Weeks of Paid Time Off
• 401K with 3.5% Company Match
  
  

We are committed to fostering a diverse, inclusive, and equitable workplace where all employees feel valued and empowered to contribute their unique perspectives.