Senior Manager of Operations - Chicago

About Who Brew

At Who Brew, we're more than just a coffee stand - we're a community. Our energy, our kindness, and the way we treat each other and our customers is what sets us apart. Yes, great drinks and fast service matter, but it's how we make people feel that keeps them coming back.

We believe in creating a place where team members can grow, have fun, and feel like they belong. When we show up as our best selves and bring good vibes to the window, the rest takes care of itself.

We're redefining the drive-thru experience - not just with amazing drinks, but with meaningful, positive interactions. That starts with you. If you're looking for a place where culture comes first, where every day is high-energy and full of purpose, come join our crew.

Let's build something special together.

Job Overview

The Senior Manager of Operations assumes full responsibility for the operational and financial performance of multiple regions, providing strategic leadership and direct oversight to a team of Regional Managers. This role safeguards 7 Brew's culture, mission statement, and values across every assigned region, and builds the leadership bench that drives Who Brew's continued growth.

This role divides time between coaching Regional Managers in-region, conducting cross-region audits and strategic planning, and partnering with senior leadership on multi-region performance. The position reports directly to the Director of Operations. As the company continues to grow, the scope and structure of this role may evolve to reflect changing organizational needs.

Guest Experience & Service Excellence

• Set and uphold guest-first culture and service standards across all assigned regions, ensuring Regional Managers cascade consistent expectations to every stand.

• Coach and develop Regional Managers on leading stand managers to deliver exceptional guest experiences in fast-paced drive-thru environments.

• Analyze guest satisfaction trends across multiple regions, identifying systemic issues and directing region-level improvement plans.

• Establish clear, cross-region expectations for balancing speed, accuracy, and hospitality under pressure.

• Serve as the highest escalation point for complex or cross-region guest concerns, guiding Regional Managers through resolution.

• Conduct region-level audits — spanning both financial and cultural performance — and benchmark performance across regions, sharing best practices and building repeatable playbooks.

Operational & Financial Management

• Own P&L performance across all assigned regions, holding Regional Managers accountable for labor cost, inventory, and profitability targets.

• Identify and act on areas of opportunity in both financial and cultural performance across assigned regions through data-driven analysis, partnering with Regional Managers to close gaps.

• Partner with Regional Managers on inventory management, small wares, and equipment/asset upkeep at a multi-region scale.

• Evaluate capital and expense decisions across regions, prioritizing investment where it drives the greatest operational return.

• Ensure adherence to all processes, procedures, and government regulations across every region, with clear delegation, follow-up, and accountability.

• Use reporting and analytics tools to benchmark regions against one another and identify trends requiring intervention.

• Direct focused, hands-on operational support to underperforming or transitioning stands, including increased leadership presence and coordinated coaching resources, in partnership with the NSO team where opening-related issues are a factor.

Strategic Planning & Region Growth

• Partner with the Director of Operations on multi-region strategy, budgeting, and long-range planning.

• Evaluate new region and new stand opening opportunities, including site selection and region entry timing.

• Lead or support New Stand Openings across assigned regions, ensuring Regional Managers and stand teams are prepared to launch successfully.

• Monitor competitive landscape and region trends, translating insights into action plans for Regional Managers.

• Partner with the Director of Operations on Regional Manager staffing structure…