We are seeking a dynamic and passionate L&D & Process Excellence Manager to join our
growing specialty coffee café. This unique role combines two vital functions: developing our
team’s skills and knowledge (L&D) while also optimizing our operational processes (Process
Excellence) to ensure we consistently deliver exceptional coffee experiences. The ideal candidate
will work closely with all teams to implement training initiatives, foster continuous learning, and
streamline processes to maintain high-quality standards, operational efficiency, and employee
satisfaction.

Key Responsibilities:
Learning and Development (L&D):
 Design and Implement Training Programs: Develop and deliver training programs for
all staff levels (baristas, customer service, managers) that focus on coffee knowledge,
customer service excellence, and operational skills.
 Onboarding and Orientation: Lead a comprehensive onboarding process for new hires,
ensuring they are equipped with the skills and knowledge to excel in their roles and
understand the company culture.
 Skills Assessment and Growth Plans: Conduct regular skills assessments to identify
training needs and provide personalized development plans for employees.
 Leadership Development: Create and deliver leadership development initiatives,
preparing high-potential employees for future managerial roles within the café.
 Continuous Learning: Foster a culture of continuous improvement by encouraging staff
to engage in ongoing learning, attending coffee-related events, and participating in
workshops.
 Certification Programs: Organize certifications (e.g., SCA certifications, food safety
training, etc.) to enhance staff qualifications and expertise in specialty coffee.
Process Excellence:
 Identify Process Improvement Opportunities: Analyze existing processes across all
departments (brewing, service, inventory, customer experience) to identify inefficiencies
and areas for improvement.
 Implement Best Practices: Introduce Lean, Six Sigma, or other relevant methodologies
to streamline operations, reduce waste, and increase productivity without compromising
quality.
 Standard Operating Procedures (SOPs): Develop and maintain detailed SOPs for all
operational processes, ensuring consistency and quality in every aspect of the café’s
service delivery.
 Quality Control & Monitoring: Regularly monitor and evaluate performance against
established standards and KPIs (e.g., drink consistency, speed of service, customer
satisfaction) to ensure adherence to best practices.

 Feedback Loops: Create systems for collecting and acting on feedback from employees
and customers to continually refine processes and training materials.
 Cross-Functional Collaboration: Work closely with café managers and the operations
team to ensure smooth coordination of training and process improvement efforts.
 Technology Integration: Identify and implement technological tools or platforms that
can improve training efficiency and process management (e.g., training management
systems, POS systems, etc.).
Employee Engagement and Retention:
 Motivation and Recognition: Create employee engagement initiatives that motivate
staff to excel in both customer service and operational efficiency.
 Career Development: Support employees in mapping out career paths within the café,
providing resources, mentorship, and training to help them advance.
 Culture Champion: Foster a positive workplace culture that reflects the values of the
café, such as passion for quality coffee, exceptional service, sustainability, and teamwork.

Qualifications:
 Experience:
o At least 3-5 years of experience in a Learning & Development role, with a focus
on hospitality or food & beverage industries (preferably specialty coffee).

o Proven experience in process improvement or operational excellence in a fast-
paced, customer-facing environment.

o Familiarity with Lean, Six Sigma, or similar process improvement methodologies
is highly desirable.

 Skills:
o Strong training and facilitation skills, with the ability to engage and inspire
employees at all levels.
o Excellent communication and interpersonal skills to work effectively with diverse
teams.
o Analytical mindset with the ability to assess operations and propose actionable
improvements.
o Ability to manage multiple projects and tasks simultaneously in a fast-paced
environment.
o Passion for specialty coffee and a deep understanding of coffee brewing
techniques, service standards, and customer experience.

 Education:
o Bachelor’s degree in Human Resources, Business Administration, Hospitality
Management, or a related field is preferred.
o Relevant certifications in Learning & Development or Process Excellence (e.g.,
Six Sigma, Coffee-related certifications) are a plus.

 Other:

o High proficiency in using training platforms, learning management systems
(LMS), and general office software.
o A strong understanding of the unique culture of a specialty coffee café and the
high standards required to deliver exceptional customer experiences.

Personal Attributes:
 Collaborative: Able to work effectively with cross-functional teams and bring out the
best in others.

 Problem-Solver: Quick thinker who can adapt and find solutions to challenges in a fast-
paced environment.

 Detail-Oriented: Pays attention to the finer details while working towards improving
efficiency and quality.
 Passionate: Enthusiastic about the specialty coffee industry and committed to helping
others develop their skills and knowledge.
 Creative: Ability to think outside the box to develop engaging training programs and
innovative process improvements.