Director of Operations - East Coast

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.

Who You Are: 

Museum of Ice Cream is seeking our next Director of Operations - East Coast to join our vibrant team. If you are thoughtful, ambitious, and confident in leading a team of General Managers, Assistant General Managers, and the Site management team, this might be the role for you. We are looking for a true operator who can bring strategy to the site level and achieve operational excellence through coaching and developing talent, creating action plans, and fostering a culture of performance and accountability. As a hospitality and experience enthusiast, you thrive on cone-nection, next-level engagement, and magical moments, understanding the power of imagination and human connection. With 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 seamless operations. You must have experience leading complex, high-volume, hospitality/F&B multi-unit operations (minimum 3-5 years with at least 5 sites) and have been a General Manager or local Director of Operations for a 50+ person, $7M+ revenue establishment. Passionate about systems, processes, and training, you are an effective coach and leader, adept at managing the complexities of operations, from floor management to guest experience and complaint resolution. You should be able to work collaboratively with multiple stakeholders within the organization and bring your experience and discipline to set up new operational systems with the highest level of execution, communications, organization design, and hospitality excellence.

What You Will Do:

As the Director of Operations, you will bring a robust operational background (preferably with a knack for F&B or a willingness to indulge in learning) and be a scoop-er inspiring leader who understands that training and developing your team is the cherry on top of a successful operation. You excel at managing people, processes, budgets, and expenses with finesse. You know how to strategically build for the long haul and execute plans that deliver short-term results with sprinkles of excellence.

Your Day-to-Day:

CORE OPERATIONS

• Portfolio leader who upholds best in class standards, processes and systems and develops portfolio level strategies to ensure an only at our award winning Museum of Ice Cream hospitality and connection experience
• Hold accountability, coach, lead, and develop GMs and AGMs to ensure a culture that embodies anything is popsicle and inclusivity. 
• Every day commitment to developing and leading a team that upholds the reputation, and brand integrity of MOIC 
• Hold account 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

PROCESS:

• 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
• Overseeing the recruitment of a team of managers responsible for over 50 employees in each location and ensuring 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.
• Establishes quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identifies opportunities for improvement.
• Implements policies and procedures that will improve day-to-day operations.
• Communicates and explains new directives, policies, or procedures to managers; for major changes, meets with entire operations staff to explain changes, answer questions, and maintain morale.
• Improves customer service and satisfaction through policy and procedural changes.
• Leads coordination and integration of efforts among operations and cross-functional divisions to produce smoother workflow and more cost-effective business processes.

F&B PREFERENCE

• Strong understanding of  food and beverage operations to ensure excellence in standards in taste, visuals and health are achieved
• Works directly with on-site management to ensure that day-to-day food and beverage operations are met and kept to MOIC standards 
• Monitor cost of goods and services, including but not limited to food,  beverages and supply costs as well as labor to make sure budgets are always maintained
• Ensures site teams have proper training on all equipment (cleaning, breakdown, set up, warranties)
• Oversees all equipment purchases as well as training on equipment usage and maintenance 

The salary for this position ranges from $130,000 to $160,000 USD and is determined by location and experience. This role involves up to 70% travel.

Requirements

The Necessities and Nice-to-Haves:

• You have a experience or a degree in business, finance, marketing or hospitality

• You have 5+ years of multi-unit management experience with a physical consumer-facing unit

• You are a strong, diplomatic leader that is enthusiastic about bringing a team together to inspire others

• You inspire authenticity and culture of connection, hospitality and team work

• You are an experienced people manager and thrive in making connections
• You understand how to manage through ambiguity and demonstrated effective change management 

• You have superior written and verbal communication skills

• Bonus: You love eating ice cream for breakfast, lunch and dinner and have experience with Slack, Google Suite, and ADP Time and Attendance

Commandment's:

• Helps to Inspire the kid in all of our guests through ensuring that team is well trained and highly engaged
• Has an “Anything is Popsicle” attitude in regards to Museum operations
• Take’s Initiative within the Museum to ensure we are performing above standard and offering a world class experience

Benefits

The Good Stuff:

• Annual pinkball (yes, it is “pink-tie” themed and you can bring a date!) 
• Unlimited ice cream 
• Competitive Pay
• 16 free museum tickets per year for friends and family, with free entry for self 
• 50% off retail products 
• Vision, dental, and healthcare benefits
• Stock options
• PTO