Manager
THE ROLE
Starbucks
San Francisco, CA
2016 - 2018
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Recruited, trained, managed and developed 1-2 teams of up to 20 people each
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Established operational efficiency, excellence and revenue growth for up to $3.5M in business
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Developed new processes, programs and products to drive customer satisfaction & engagement
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Cultivated a culture of trust, respect and clarity to drive performance and develop talent.
SKILLS REQUIRED
PROJECTS
Overview
I was hired as a Store Manager to manage $1.5-3MM cafés in San Francisco’s SOMA, Mission Bay & South Beach districts. I approached my role as a designer… and my in-store experience became my product.
The result? My team(s) achieved the best customer experience in the district, my employees’ performance and growth skyrocketed, and my innovation began spreading from store to store.
Unlike my experience at Modern Male, Starbucks was a high functioning, well-established business upon my entrance.
The cafes I was responsible for were already earning over $1 million annually and the teams I inherited were experienced. For an organization with over 25k retail locations, developing scalable innovation from a single location is rare.
As I would with any new product, I started by studying the customer experience. I learned many Starbucks teams—mine included, often excellence in operational efficiency. As a result, the customer experience often felt rushed, insincere and disconnected.
This was in direct contradiction with Starbucks’ vision, and was where I made the greatest impact.
To be continued...