General Manager - NYC

About the role

Levain Bakery was founded in 1995 by competitive triathletes and passionate bakers Pam Weekes and Connie McDonald in New York City. Their iconic 6‑ounce chocolate chip walnut cookie, baked as energy for triathlon training, became a neighborhood favorite and a destination for visitors worldwide. The bakery still bakes everything fresh on‑site each day and donates leftovers to charity. Today Levain operates bakeries across the country and offers ecommerce gift boxes. The company’s Vision is “To give rise to lifelong memories” and its Mission is “To bring together people who treat their work and the craft of baking and all who come to visit with great care.” Levain’s five core values are: Welcome All, Work Hard and Be Kind, Lead with Heart, Rise Up, and Savor It. General Managers collaborate with District Managers to oversee all operations and the overall financial wellbeing of the bakery, providing on‑the‑ground leadership to ensure retail, baking production, and operations standards are met.

Responsibilities

• 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, fostering a culture of inclusion
• Demonstrate strategies for resolving conflicts and handling difficult conversations with team members
• Manage team member performance through assessment techniques, coaching, and regular development opportunities
• Demonstrate strong customer service skills and coach team members on how to handle inquiries, complaints, and feedback effectively
• Develop a deep understanding of customer preferences, needs, and expectations to inspire the team to do the same
• Foster strong, lasting relationships with customers to enhance their sense of belonging and connection to the community
• Troubleshoot customer complaints to quickly resolve issues and evaluate customer reviews on platforms (Yelp, Google, DoorDash, Uber Eats, and Toast)
• 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
• 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 and community outreach

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

Pay

$85k - $95k + 20% quarterly bonus potential

Benefits

• Health, Vision, Dental Insurance
• Employer-funded Healthcare Reimbursement Account
• 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

Schedule

• Open availability: ability to work mornings, nights, weekends, and holidays
• Ability to work 50 hours per week