"District managers are the brand—they're the stamp for everything we stand for." Elle Piper learned this truth the hard way, starting as an undertrained district manager who had to ask her own direct reports to teach her the basics. Now as Senior Director of Operations at 7 Leaves Cafe, she's helped grow the brand from a handful of stores to 41+ locations by focusing on what most operators miss: the pivotal role of field leadership. In this episode, Elle shares why you can feel a struggling store the moment you walk in, how to spot management potential through turnover patterns, and why soft skills training should come before technical training. Her journey from pandemic job loss to operational leadership offers a masterclass in building bench strength from the ground up.

Key Takeaways

• The Heartbeat Test: You can feel if a store has life—it shows in team members' faces, product quality, and customer experience
• District Managers as Brand Stamps: With hundreds of employees in their charge, DMs are the company's representation to every team member
• Tacit Approval Tells All: The #1 indicator of management commitment is what behaviors they allow to continue unchallenged
• Soft Skills First: In an AI-driven future, human connection becomes your competitive advantage—train for it now
• The Courage to Ask: Elle asked her direct reports to train her like a newbie—vulnerability in leadership drives real growth

Perfect For: Operations leaders building homegrown talent pipelines, district managers transitioning from technical excellence to people leadership, L&D teams developing field leadership programs, and executives scaling from 10 to 50+ locations while maintaining culture.

About Elle Piper: Senior Director of Operations at 7 Leaves Cafe, overseeing 41+ locations across corporate and franchise units. Started as a district manager in 2020 after losing her previous role when her company closed 97 locations during the pandemic. Former competitive athlete who approaches operations as a team sport, bringing field-tested wisdom about what actually drives store performance. Known for her emphasis on empathy without strings and building psychological safety across operations teams.

Time Stamp Chapters

• 00:00 From Pandemic Job Loss to Operations Leadership
• 02:23 Decisions I'd Handle Differently After 5 Years
• 04:48 How to Read a Store in 30 Seconds
• 08:25 Why District Managers Are Your Most Pivotal Role
• 14:10 Why Soft Skills Training Comes First
• 16:10 Turnover Never Lies: Spotting Management Potential
• 19:49 Having the Hard Conversations with High Performers
• 23:44 What Every New District Manager Needs to Know
• 31:46 Lightning Round: From Baskin Robbins to Leadership

About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.

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