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. At the Museum of Ice Cream, we invite you to believe in the magic of creativity, to remind you that inclusive spaces do exist, and to show you that childlike wonder is worth savoring. In our world, ice cream is the agent of change and the vehicle to ignite the creative spirit that lives in all of us.

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

Museum of Ice Cream is looking for our next Director of Operations to join our fun-filled team. You are thoughtful and ambitious, confident in leading a team full of GMs, AGMs, and the remaining site management team. To be considered for this role, you are a through and through operator, who understands how to bring strategy to Site level and unlock operational excellence by coaching and developing talent, creating action plans and creating culture of performance and accountability.

You are a hospitality and experience lover that lives for connection, next‑level engagement, magic moments and truly understands the power of imagination and connection! You have a strong background in strategy and execution, operations, finance, F&B and HR. You take great pride in delivering a memorable guest experience and maintaining a seamless operation. You must 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 must be passionate about systems, processes and training. You are an effective coach and leader on the ground and can effectively manage the complexities of operations in a moment from floor management to guest experience and complaint resolution. You must be able to work collaboratively across multiple stakeholders within organization and bring your experience and discipline to setting up new operational systems at the highest level of execution, communications, organization design and hospitality excellence.

As Director of Operations, you will have a strong operational background (preferably with understanding of F&B or willingness to learn) and be an inspiring leader who understands that training and developing your team is critical to the operation. You can successfully manage people, processes, budgets and expenses effectively. You know how to build to last strategically and how to execute and 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 in order to drive a quality and constantly innovating experience
• Align and motivate your leaders to ensure revenue targets are met, sales goals achieved, new revenue streams can be 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 are working 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 ensure revenue targets are met
• 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…