Director of Operations

Who We Are

Museum of Ice Cream is an inclusive & immersive brand designed to captivate your sweetest fantasy and sugar-filled daydreams online and IRL. It invites you to believe in the magic of creativity, remind you that inclusive spaces do exist, and showcase that childlike wonder is worth savoring. Ice cream is the agent of change and the vehicle to ignite the creative spirit that lives in all of us.

Fueled by imagination, MOIC is a universe of possibilities with room for you to explore.

We are looking for a Director of Operations to join our fun‑filled team. You are thoughtful, ambitious, confident in leading a team of GMs, AGMs, and the remaining site management team. You are a through operator with a background in strategy, execution, operations, finance, F&B, and HR. You take pride in delivering a memorable guest experience and maintaining seamless operation. You have led a multi‑unit operation portfolio (3‑5 years minimum of minimum 5 Sites+) and have been a GM or local director of operations for a 50+ person $7M+ revenue box.

You passion about systems, processes, and training, and are an effective coach and leader on the ground.

As the Director of Operations, you will be an inspiring leader who understands that training and developing your team is critical to the operation. You successfully manage people, processes, budgets, and expenses effectively. You build to last strategically and execute to deliver results short term.

• Portfolio leader who upholds best in class standards, processes, and systems and develops portfolio level strategies to ensure an award‑winning Museum of Ice Cream hospitality and connection experience
• Hold accountability, coach, lead, and develop GMs and managers to ensure a culture that embodies inclusivity
• Every day commitment to developing and leading a team that upholds the reputation and brand integrity of MOIC
• Hold accountability to KPIs, track and iterate to drive a quality and constantly innovating experience
• Align and motivate your leaders to ensure revenue targets are met, sales goals achieved, and new revenue streams added while optimizing labor hours, COGS, and staffing levels
• You demand quality and excellence from direct reports and their reports
• Ensures labor and scheduling is executed to company expectations, practices, and compliance and is achieved both in expected and unexpected business needs or turnover
• You work shoulder to shoulder with the Site management team to develop necessary skills and work cross‑functionally to provide the right resources to improve the quality of hospitality, F&B, and overall experience
• Ensuring peak holidays, weekends, and peak seasons are optimized for staffing and hours to meet revenue targets
• Developing execution of SOPs and solutions for increasing off season low peak revenues
• Manage expenses and P&L of units
  • Unit and portfolio P&L
  • Particular attention to off season and low peak days and improving cost structure
  • COGS and P&L efficiencies

• Work with GMs to make sure systems and processes are being standardized and implemented consistently
• Liaise with Talent Acquisition and GMs to ensure hiring standards and process is improved and expectations are set
• Ensure standardization of onboarding for managers and employees at units and coordination with any HQ / HR involvement
• Oversee recruitment of a team of managers responsible for over 50 employees in each location and ensure that every employee is meeting standards, being coached or developed
• Ensuring training and quality control standards are put in place across all staff
• Maintain operational best practices, creating and partnering with People team and HQ OPS team on creation of guidebooks and handbooks for existing and all new cities
• Establish quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identify opportunities for improvement
• Implement policies and procedures that will improve day‑to‑day operations
• Communicate and explain new directives, policies, or procedures to managers; for major changes, meet with entire operations staff to explain…