Ice Cream Shop Manager

Shop Apprentice, to Manager to Multi-Unit Operations Manager Location: Based in Montgomery County, MD, with travel to all shop locations & central kitchen Status: Full-Time, Exempt About Sarah’s Handmade Ice Cream & Treats Sarah’s Handmade Ice Cream & Treats is a fast-growing, award-winning, mother-daughter-owned business with 4 scoop shops, a central kitchen, and a thriving wholesale and catering division. We make over 40 flavors in-house daily using high-quality, all-natural ingredients, and are known for exceptional customer service, strong community ties, and operational excellence. Position Overview The Shop Manager is responsible for overseeing the daily performance, profitability, and operational standards of a retail shop location, ensuring consistency, efficiency, and growth across the business. This role requires a hands-on leader with a proven ability to manage multiple projects, develop strong teams, enforce SOPs, and drive both sales and operational excellence. Key ResponsibilitiesOperational Excellence & Standards Ensure all staff follow company SOPs, recipes, and brand standards. Audit store operations regularly for quality control, food safety, and cleanliness. Oversee scheduling, labor management, and cost controls to meet profitability goals. Identify and resolve operational issues quickly with long-term solutions. People Management & Leadership Development Directly manage and mentor Shop Apprentice and Shift Supervisors Drive accountability and performance through regular reviews, coaching, and clear expectations. Ensure the shop is adequately staffed with trained, high-performing team members. Financial Performance & KPIs Monitor and analyze daily/weekly/monthly sales, labor %, and other performance metrics. Implement strategies to increase revenue and control costs without sacrificing quality. Work with executive leadership to set and achieve location-specific targets. Cross-Department Coordination Partner with the Central Kitchen to ensure smooth distribution Collaborate with Events/Partnerships for promotions, events, and community engagement. Support Catering & Wholesale teams with shop-level execution of large orders and events. Training & Compliance Lead training initiatives for new staff Ensure compliance with all health, safety, and labor regulations. Maintain up-to-date knowledge of industry trends and operational best practices. Qualifications 3+ years of management experience in hospitality, retail, or foodservice. Proven leadership skills with the ability to motivate, coach, and hold teams accountable. Strong business acumen and understanding of P&L, labor control, and inventory management. Highly organized and detail-oriented with strong problem-solving skills. Ability to thrive in a fast-paced, high-volume, customer-focused environment. Flexible schedule with availability on evenings, weekends, and holidays. Valid driver’s license and reliable transportation between locations. Why Join Us? Opportunity to lead and grow within a rapidly expanding local brand. Direct impact on business growth, customer experience, and community presence. Collaborative leadership team with a passion for quality and innovation. Competitive salary + benefits. Job Type: Full-time Pay: $50,000.00 - $61,000.00 per year Benefits: Dental insurance Employee discount Health insurance Paid time off Paid training Vision insurance Application Question(s): Describe a time when things didn’t go as planned at work — maybe a mistake you made or something that fell through. How did you handle it, and what did you do afterward to ensure it wouldn’t happen again? We want to get to know you, despite this being an online written application. Tell us about who you are in detail, why you are interested in this role, and why you'd be great fit for us. Please be detailed and use all online resources such as our website and Instagram. Describe a time when you had to lead team. What were the challenges, and how did you handle them? This position may require you to drive from shop to shop each day you work. Do you have a license, car, and a clean driving record? License/Certification: Driver's License (Required) ServSafe Food Manager's Certificate (Required) Ability to Commute: Bethesda, MD 20814 (Required) Work Location: In person