Location Lead

Position Overview

The Site Manager is responsible for the overall leadership, daily management, and performance of an assigned Zappy’s branch. This role requires strong on-site presence, hands-on leadership, operational oversight, staff development, inventory control, and delivery of exceptional customer service.

The Site Manager is expected to be actively present in the unit, lead by example, train and supervise staff, manage inventory controls, and ensure the branch operates efficiently while upholding Zappy’s brand promise:

“Making Ice Cream Fun Again.”

Skills & Competencies

• Strong leadership and coaching ability

• Inventory control and stock management knowledge

• Operational problem-solving skills

• Sales-driven mindset

• Excellent communication skills

• Cash handling and reporting proficiency

• Strong organizational and time management skills

Personal Attributes

Hands-on and highly present leader

• Proactive and accountable

• Detail-oriented

• Customer-focused

• Dependable and disciplined

• High energy with strong team leadership mentality

Key Responsibilities

Branch Leadership & Presence

• Maintain consistent on-site presence at assigned branch during scheduled hours

• Lead day-to-day branch operations from the floor

• Ensure smooth execution of opening, mid-shift, and closing procedures

• Maintain operational discipline and high service standards

• Lead by example in professionalism, urgency, and customer engagement

• Monitor overall branch performance and make real-time operational decisions

 Team Leadership, Training & Development

• Supervise, coach, and develop Sales Associates and Senior Associates

• Conduct on-the-job training in:

  • Customer service standards

  • Product knowledge

  • POS procedures

  • Food safety and sanitation

  • Upselling and sales techniques

• Ensure staff follow company SOPs and operational procedures

• Support onboarding and continuous development of team members

• Address performance issues and provide coaching where necessary

• Build a motivated, accountable, and service-driven team culture

Inventory Management & Stock Control

• Oversee inventory management for the branch

• Conduct routine stock checks and reconciliations

• Monitor inventory levels for:

  • Ice cream products

  • Toppings and syrups

  • Packaging supplies

  • Operational consumables

• Ensure proper stock rotation using FIFO methods

• Investigate and minimize wastage, shortages, and variances

• Verify accurate stock records and support inventory reporting

• Coordinate replenishment needs with management/procurement

• Perform regular inventory audits and spot checks

Operational Management

• Ensure all stations remain fully operational and adequately stocked

• Oversee:

  • Soft-serve machines

  • Slushy machines

  • Dipping cabinets

  • Waffle production stations

• Monitor cleanliness, maintenance, and operational readiness

• Ensure compliance with all health, safety, and sanitation standards

• Manage workflow efficiency during peak periods

Sales & Business Performance

• Drive branch sales performance and daily targets

• Monitor upselling, promotions, and product mix performance

• Support execution of marketing promotions and campaigns

• Identify opportunities to improve revenue and customer experience

• Review daily sales performance and address gaps proactively

Customer Experience Management

• Ensure exceptional service standards are maintained at all times

• Handle customer escalations and complaints professionally

• Maintain a welcoming, energetic, and brand-consistent environment

• Monitor service speed, quality, and customer satisfaction

Cash Control & Reporting

• Oversee cash handling procedures and POS controls

• Support cash reconciliation and end-of-day balancing

• Review daily operational reports including:

  • Sales

  • Inventory

  • Variances

  • Staffing issues

• Submit branch reports to management as required