MUSEUM OF ICE CREAM · 4 days ago
Director of Operations
Boston, MA
Full-time
Hybrid
Lead/Staff, Director/Executive
$130K/yr - $160K/yr
5+ years expMuseum of Ice Cream is an inclusive and immersive brand that aims to captivate creativity and childlike wonder. They are seeking a Director of Operations to lead a team of GMs and managers, focusing on operational excellence, team development, and delivering a memorable guest experience while managing multiple sites.
Creative AgencyEventsMedia and Entertainment
Responsibilities
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 managers 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 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
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
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
Responsible for additional customer spend through add-ons, Retail and F&B through driving on site managers to perform exceptionally
Responsible to maintain NPS score at the targeted level on an ongoing basis, NPS score review will be done once every month, compared with COMP set and month over month
Responsible to maintain site profit margins on a monthly basis at or over budget (will be reviewed during monthly P&L Call)
Responsible to maintain labor percentage at or below budget on a monthly basis (will be reviewed during monthly P&L Call)
Qualification
Required
You have experience or 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 demonstrate effective change management
You have superior written and verbal communication skills
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 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
Preferred
Bonus: You love eating ice cream for breakfast, lunch and dinner and have experience with Slack, Google Suite, and ADP Time and Attendance
Benefits
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Ability to advance within the organization
Company
MUSEUM OF ICE CREAM
Museum of Ice Cream transforms concepts into spaces that provoke imagination and creativity.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$7.9M2019-09-18Series A
2019-08-06Series Unknown· $7.9M
Leadership Team
Manish V.
Co-Ceo & Founder
Maryellis Bunn
Founder & CEO
Recent News
2026-01-22
2025-12-30
Company data provided by crunchbase