MISSION
Drive continuous improvement in PERC’s coffee program through standardization of training, upholding quality standards, monitoring performance, and supporting continued development across the retail department. Establish and maintain a culture with unmatched standards of exceptional coffee, accessibility, and hospitality - ensuring every guest receives a consistently excellent experience in every shop, every time.
RESPONSIBILITIES
Initial training
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Conduct coffee and hospitality training for all new baristas, lead baristas, and managers
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Support new shop openings and provide on-site training
Development & Continued Education
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Plan and conduct quarterly training/development days for lead baristas
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Plan and conduct quarterly tastings and educational events for all PERC retail staff
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Create, publish, and distribute educational materials on coffee and hospitality for retail staff
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Support ongoing development of baristas, lead baristas, and managers in coffee & hospitality
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Research and experiment with coffee and share insights with the PERC team
Standardization
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Conduct training for trainers to ensure consistency and alignment with PERC training standards
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Collaborate with retail leaders and managers to update training materials, SOPs, and checklists.
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Lead and mentor a team of lead baristas to act as an in-store extension of QA to uphold quality, consistency, and hospitality standards
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Oversee rollout of new coffees and drinks, validating in-shop dial-ins, ingredients, and drink builds
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Create troubleshooting guides and maintenance standards for all coffee equipment at our training center and retail locations.
Monitor Performance
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Develop and maintain QA audit forms, track results, and create improvement plans.
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Conduct regular visits and audits to each retail location (minimum two per month)
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Provide clear, actionable feedback and coaching to baristas, lead baristas, and managers to uphold PERC standards
Process improvement
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Identify and drive continuous improvement to enhance quality, service, and operational efficiency
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Collaborate with the Customer Success team and create feedback loops on coffee information
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Create and compile new drink recipes to be approved for future menus while ensuring drink builds are operationally viable and standardized
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Conduct bi-annual review of training and standards to identify improvements and update as necessary
Internal & External Representative
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Positively represent PERC with professionalism, enthusiasm, and exceptional hospitality
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Support off-site events for the retail department
KEY PERFORMANCE INDICATORS
Initial training
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Number of new baristas trained and able to perform to standard with full autonomy
Development & Continued Education
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Number of lead barista roles filled with internal promotions
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Number of quarterly development classes planned and executed for lead baristas and retail staff
Standardization
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Delays or errors in coffee/drink roll-outs, information, recipes, and training
Monitor Performance
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Number of shop audits conducted, logged, and reviewed with the team
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Share of audit improvement plans tracked and resolved within 30days of initial feedback
Process improvement
REQUIREMENTS
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3-5 years barista experience in specialty coffee
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Strong coffee knowledge with a deep understanding of extraction and equipment
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Coffee training and/or leadership experience
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Strong organizational & communication skills
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Able to travel to Savannah at minimum, once quarterly
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Must be able to work M-F 40 hours weekly
