We are seeking an NYC Area Manager to oversee our two NYC two-scoop shop locations and our seasonal summer pop-up locations, ensuring an exceptional customer experience and consistent operational standards across all locations. This is an exciting opportunity to join a fast-moving company at a growth stage, make a real impact, and help shape our future and direction.
Our NYC locations offer Malai’s signature two-scoop ice cream experience, with seasonal summer pop-up locations providing additional opportunities to bring the brand and our products to new customers. The NYC Area Manager will be responsible for the overall performance of the NYC retail business, including hiring and developing the retail team, overseeing day-to-day operations, and ensuring our service, product quality, hospitality, and brand standards are consistently maintained across all locations.
Responsibilities
-Oversee the day-to-day operations and performance of Malai’s two NYC two-scoop shop locations and seasonal summer pop-up locations.
-Develop strategies to increase store traffic, drive sales, and optimize profitability.
-Hire, train, develop, and manage the NYC retail team, including Retail Leads and scoopers.
-Identify staffing needs and lead the hiring process, including recruiting, interviewing, onboarding, and training new employees.
-Develop Retail Leads at each shop to support day-to-day operations and maintain consistent execution of Malai standards.
-Provide ongoing coaching and feedback to Retail Leads and store staff to ensure high levels of customer satisfaction and exceptional hospitality.
-Resolve escalated customer issues and provide support to store teams when needed.
-Meet regularly with Retail Leads and staff to ensure everyone is up-to-date with brand knowledge, flavor knowledge, systems, procedures, and company standards.
-Ensure stores and pop-up locations are properly merchandised and that current marketing programs, promotions, and seasonal offerings are executed consistently.
-Create and manage staff schedules, balancing customer needs, sales forecasts, and labor costs.
-Ensure stores maintain appropriate inventory levels by conducting regular inventory reviews and submitting timely orders for ice cream, kulfi pops, paper goods, and other supplies.
-Review product availability and ensure third-party systems, such as Otter, are updated daily with accurate product availability and special changes as needed.
-Actively assist with daily service, particularly during periods of high foot traffic and peak summer business.
-Oversee the setup, staffing, operations, and day-to-day execution of seasonal summer pop-up locations.
-Coordinate events and catering orders as needed.
-Ensure all deliveries are properly received, checked, organized, and stored.
-Conduct and oversee weekly and end-of-month inventory processes.
-Monitor store equipment and facility needs and coordinate with external vendors when repairs or maintenance are required.
-Enforce the highest standards of cleanliness, food safety, and overall store presentation.
-Ensure stores remain compliant with applicable NYC Department of Health requirements and company standards.
-Serve as a key communication link between the NYC retail team and the Director of Retail & Events Operations.
-Identify operational opportunities and challenges across NYC locations and proactively recommend solutions.
-Help develop and implement new systems, procedures, and initiatives as Malai continues to grow.
Qualifications
-Must have a NYC Food Handler’s License.
-2+ years of supervisory or management experience in a food/beverage or retail environment; multi-unit experience is a plus.
-Passion for what you do — you love both the people and business sides of the food industry and are great at thinking through challenges and opportunities in both areas.
-Adaptability and flexibility — you recognize that in the food industry, anything can and will happen, and you’re able to calmly troubleshoot issues.
-Strong eye for detail — you understand how to break down larger goals into day-to-day action and are inherently meticulous and strategic.
-Exceptional communication and interpersonal skills.
-Strong organizational and time-management skills.
-Dedication to Malai’s vision and brand values.
-Collaborative spirit and commitment to Malai’s core values — you’re a team player, willing to lend a hand and elevate those around you, and you’re the first to jump in when extra help is needed.
-A positive attitude and good sense of humor don’t hurt either!
Details
-Job Type: Full-time
-Pay: $25.00–$30.00 per hour
-Work Location: In person
Benefits
-Employee discount
-Flexible schedule
-Paid training
Shifts
-Day shift
-Evening shift
-Weekends
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