D.O.V.E (Driver Of Value & Excellence)

Compensation: $27/hr

Hours: 40 Hours

Job Description:

Overview

The DOVE sets the standard across multiple store locations within Pax & Beneficia, embodying quality excellence, consistent customer experience, and company culture and values. The DOVE is the living example of pursuit of excellence. This SOP applies to all Pax and Beneficia Coffee locations under the DOVE's service. It defines responsibilities, reporting structures, and performance expectations.

Key Responsibilities

• Leadership & Team Development
• Serve as the exemplar that store managers and assistant managers model themselves after.
• Lead from the bar, demonstrating exemplary technique and exceptional guest interaction that team members replicate.
• Embody succession planning by developing talent through direct mentorship and demonstration.
• Personally exemplify company culture, values, and customer-first philosophy in every action.
• Guide managers through conflict resolution by modeling effective communication and problem-solving.

Quality & Standards

• Demonstrate and model the pursuit of excellence in product quality and service standards across all locations.
• Execute exceptional drink preparation that becomes the benchmark for all baristas.
• Model flexibility and reliability by stepping in for staffing needs and coverage gaps.
• Conduct quality assessments; demonstrate corrective techniques through continuous improvement.
• Review daily performance, identifying opportunities to elevate craft and service.

Customer Experience

• Model the ideal guest experience at each location through exceptional personal interactions.
• Demonstrate expert-level customer service that resolves escalated issues with grace and professionalism.
• Actively gather customer feedback through genuine engagement and conversations.
• Set the gold standard for product quality in coffee preparation, milk steaming, and beverage execution.
• Personally test and train baristas and shift leads on quality and dial-in techniques daily, working side-by-side.
• Demonstrate proper equipment maintenance and calibration procedures.

Work Schedule

• 5-day work week, with flexibility for weekends and evenings as needed.
• Model reliability by stepping in wherever needed for call outs and coverage gaps.
• Expected to spend the majority of time in-store, on the floor, actively demonstrating excellence and training team members.
• Model reliability by stepping in wherever needed for call outs and coverage gaps.

Review & Accountability

The DOVE works closely with the Director of Operations to maintain a pulse on shop performance, identify areas needing support, collaborate on what's working well and what needs improvement, and develop an overall game plan for moving shops forward. The DOVE also meets with the CEO and Director of Operations to plan and execute new directions for the company.

• Track quality metrics: consistency scores, training completion, barista skill development, guest satisfaction.
• Weekly check-ins with the Director of Operations to discuss shop needs, quality standards, and training priorities.
• Monthly performance reviews with the Leadership Team focused on craft excellence and team development.
• Quarterly strategic meetings with CEO and Director of Operations covering quality standards, training effectiveness, and company direction.