Position: Total Quality Experience (TQE) Manager, Americas
Location: Los Angeles, CA/ Greater Southern California Area
Our Blend
The Coffee Bean & Tea Leaf is one of the world’s largest independent and privately-owned specialty coffee and tea retailers. In 1963 we opened our very first store, and today we have over 1100 cafés in 21 countries, as well as our new Global Headquarters in Singapore.
The Coffee Bean & Tea Leaf is on an inspiring journey to become the world’s coffee and tea brand. We are united by our passion for connecting people through the daily rituals of coffee and tea—viewing every cup as an opportunity to impact someone’s day.
Our Brew Crew is a diverse team of hard-working optimists with a passion for learning about our craft, the people we serve, and the world around us. We offer the tools, the environment, and the support for you to make your unique contribution and grow as a person.
Passion is contagious, and we’ve got a serious case of it. If you are just as passionate as we are, come join our Brew Crew!
Brew Crew Opportunity
Our Brew Crew is seeking (2) Total Quality Experience (TQE) Managers to play a key role in ensuring the highest standards of quality and safety across our Americas cafés.
You will be responsible for developing and managing quality assurance programs, leading audits, and driving continuous improvement initiatives. Your focus will be on maintaining exceptional quality in our coffee and tea products and optimizing café operations.
By implementing effective quality management systems and supporting business excellence initiatives, you will help ensure we consistently deliver outstanding products and customer experiences.
Key Responsibilities
Quality Programs & Policy Development:
- Develop and implement quality assurance policies and procedures for café operations.
- Formulate and customize quality and safety standards to align with business needs and regulatory requirements.
- Work with our Cross Functional teams to stay current on local and international food safety and quality standards, integrating these into company policies.
Quality Assurance & Operating Systems:
- Support developing quality management systems and programs specific to coffee and tea preparation and service.
- Support and maintain company’s operating manuals and guides.
- Measure ongoing operations tests, including but not limited to, product, equipment, café tech, and other initiatives.
Audits & Compliance:
- Conduct internal and external audits of cafés to ensure adherence to quality standards and regulations.
- Prepare audit reports, identify areas for improvement, and ensure corrective actions are implemented effectively.
Continuous Improvement:
- Identify and drive continuous improvement initiatives across cafés to enhance product quality and operational efficiency.
- Utilize quality and productivity improvement tools (e.g., Six Sigma, Lean) to optimize processes.
Training & Development:
- Develop and deliver training programs on quality standards, food safety, and best practices for café staff and other stakeholders.
- Provide guidance and support to ensure adherence to quality policies and procedures.
- Franchise New Store Opening (NSO) Support
Customer Service & Feedback Management:
- Manage feedback systems to capture and address customer feedback, ensuring a high level of customer satisfaction and service excellence.
- Analyze customer feedback to drive improvements in service and product quality.
Documentation & Data Analysis:
- Ensure effective documentation of quality standards, SOPs, and quality metrics.
- Prepare reports and analyze data to inform business decisions and drive improvements
Your Ingredients
- Minimum of 3 years of management experience, with a background in the food and beverage industry preferred.
- Strong knowledge of quality assurance processes, food safety regulations, and continuous improvement methodologies.
- Proven ability to manage projects, lead teams, and drive quality improvements in a fast-paced environment.
- Excellent analytical, problem-solving, time management, and communication skills.
- Strong interpersonal skills with the ability to influence and collaborate with various stakeholders.
- High level of motivation, commitment, and ability to handle stress and pressure.
- Proficient in Microsoft Office, Excel, and PowerPoint.
- Ability to work beyond standard office hours
This role will require regular travel (more than 50% of the time).
- Territory for Manager 1: Los Angeles, CA area
- Territory for Manager 2: Greater Southern California area
- When not traveling, this position will work out of our Los Angeles office Monday-Wednesday
Performance & Rewards
At The Coffee Bean & Tea Leaf, we embrace a high-performance culture that rewards and encourages our values of teamwork, ownership, and respect for one another.
Perks:
- Benefits: Medical, Dental, Vision, 401K, Pet, Accident, Life, Long-Term & Short-Term Disability, Critical Illness, Hospital Indemnity, EAP programs including Legal, ID Theft, and more
- Discounts on our Coffee and Tea
- Gym Discounts
- Mobile phone plan benefits
- Pay Range: $78,000-$82,000 annually
- Observed Holidays
- Vacation Pay
- Sick Pay
Our ‘FROTH’ VALUES
We believe in the fundamental truths that guide us through our daily lives:
- FRIENDLINESS - We go above and beyond in everything we do. Friendliness and customer-centricity is embedded in our culture.
- RESPECT - We are inclusive and honor each other’s values, opinions and diversity.
- OWNERSHIP - We take ownership and accountability for our individual, team and business results, every day.
- TEAMWORK - As a team, we collaborate, innovate, and leverage our diverse strengths to grow the business.
- HONESTY - We live up to the highest levels of integrity by being truthful and transparent with each other, the business, and ourselves.
At The Coffee Bean & Tea Leaf, we are a global company committed to representing the neighborhoods we serve. We welcome all to apply to our Brew Crew and we value the impact of diversity on our culture and in our work.
International Coffee & Tea, LLC dba The Coffee Bean & Tea Leaf® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to their race, sex, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, genetics, or any other status protected by state or federal law. The Coffee Bean &Tea Leaf® expressly prohibits any form of employee harassment or discrimination on the basis of any such protected status.
The Coffee Bean & Tea Leaf® provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, sex, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. This policy was intended to comply, and The Coffee Bean & Tea Leaf® so complies, with applicable state and local laws governing non-discrimination in employment in every location in which the Company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation, and training. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.