Director of Operations

Description

Position Overview

Madcap Coffee is seeking a detail-oriented, analytical, and values-driven Director of Operations. Reporting directly to the President/Founder, the Director of Operations is responsible for the day-to-day execution of the business plan across all major operational functions. This person ensures that Roastery, Retail, Sales & Marketing, and Finance are aligned, accountable, and moving in the same direction.

Direct Reports
• Finance Manager
• Roastery Operations (Plant) Manager
• Retail Operations Manager (Café Operations Leader)
• Sales & Marketing Manager

5 Major Roles
1. Leading, Managing, and Accountability (LMA)

Directly leads, manages, and holds the Finance Manager, Roastery Operations Manager, Retail Operations Manager, and Sales & Marketing Manager accountable to their agreed-upon commitments, rocks, and scorecards. Develops a high-performing leadership team that is healthy, functional, and cohesive. Models Madcap's core values and creates a culture of ownership and clear expectations.

2. Financial Performance & P&L Execution

Partners with the Finance Manager to monitor budgets, control costs, and drive P&L performance across all departments. Accountable for achieving or exceeding the company's financial targets. Identifies financial risks and opportunities early and brings data-informed recommendations to the CEO. Ensures each department operates within approved budgets.

3. Cross-Functional Operations Integration

Ensures that Roastery, Retail, Sales & Marketing, and Finance are working in alignment and not in silos. Proactively identifies and resolves cross-departmental friction. Acts as the connective tissue between teams, ensuring that priorities, resources, and timelines are coordinated. Removes obstacles so department managers can execute effectively.

4. Process Development & Operational Excellence

Owns, maintains, and continuously improves Madcap's core operational processes and SOPs. Ensures consistent execution across all functions. Leads process improvement initiatives and ensures that new systems and tools are adopted effectively. Demonstrates strong project management skills and an obsession with simplicity, clarity, and quality.

5. Strategic Communication & CEO Alignment

Translates the Founder's direction into clear, actionable plans. Cascades key messages across the organization to ensure everyone is informed and aligned. Maintains a high level of mutual respect and communication with the President, filtering and operationalizing big ideas into executable plans. Serves as the primary point of accountability for ensuring Madcap's operating system is followed consistently.

Core Competencies
• Business Acumen - understands financial drivers and operational levers across multiple business units
• Leadership & Accountability - proven ability to lead, develop, and hold managers accountable
• Critical Thinking - identifies root causes, resolves issues effectively, comfortable with conflict
• Communication - clear and consistent communicator up, down, and across the organization
• Process Orientation - systems thinker who builds structure and drives disciplined execution
• Values Alignment - embodies and upholds Madcap's culture and core values
• Relationship Management - builds trust across teams and with leadership

Position Details

Position Type: Full-time

Schedule: Monday-Friday, 8:30 a.m. to 5:00 p.m. Occasional evenings/weekends as needed.

Work Environment: Professional office environment; routinely uses standard office equipment.

Travel: 2-3 trips per year.

Supervisory Responsibility: This position directly manages 4 department-level managers.