Director of Operations

About the Company

Museum of Ice Cream is an inclusive, immersive brand created to spark imagination and delight both online and in person. The company aims to build welcoming spaces where creativity, connection, and childlike wonder are celebrated. Ice cream is positioned as the core of the experience and a way to inspire joy, engagement, and originality.

Role Overview

The organization is seeking a Director of Operations to guide a lively team and lead operational excellence across multiple locations. This person will partner closely with general managers, assistant general managers, and site leadership to turn strategy into day-to-day execution, strengthen performance, and build a culture of accountability. The role calls for a hospitality-minded operator with a strong background in strategy, execution, finance, food and beverage, and people leadership.

The ideal candidate should be passionate about systems, process improvement, and training, and should be comfortable managing complexity across floor operations, guest experience, complaint resolution, staffing, and cross-functional coordination. Experience leading a multi-unit portfolio for at least 3 to 5 years, with responsibility for 5 or more sites, is expected. Prior experience as a general manager or local director of operations for a 50+ person, $7M+ revenue business is required.

Responsibilities

• Lead the portfolio with high standards for operations, systems, and process consistency.
• Build portfolio-level strategies that support a distinctive hospitality and guest connection experience.
• Coach, guide, and hold general managers and site leaders accountable for performance and culture.
• Develop teams that reflect the company’s values, including inclusivity and strong brand representation.
• Monitor KPIs, analyze results, and adjust plans to improve quality and innovation.
• Support revenue growth by helping leaders hit sales goals, introduce new revenue streams, and balance labor, staffing, and cost of goods.
• Ensure labor planning and scheduling follow company standards and meet both expected and unexpected business needs.
• Work closely with site leadership to improve hospitality, food and beverage execution, and the overall guest experience.
• Optimize staffing and operating hours during peak holidays, weekends, and seasonal periods to meet revenue targets.
• Develop plans to strengthen off-season revenue and improve performance on slower days.
• Oversee unit and portfolio P&L, expense management, and cost efficiency.
• Standardize systems and processes across locations and ensure they are implemented consistently.
• Partner with Talent Acquisition, People, and HQ Operations on hiring standards, onboarding, guidebooks, and handbooks.
• Set measurable standards for efficiency, effectiveness, and continuous improvement.
• Implement policies and procedures that improve daily operations and customer satisfaction.
• Communicate new directives and major operational changes clearly to managers and staff.
• Coordinate across operational and cross-functional teams to improve workflow and reduce costs.
• Maintain strong oversight of food and beverage standards, including taste, presentation, and health compliance.
• Monitor food, beverage, supply, and labor costs to stay within budget.
• Ensure teams are trained on equipment setup, cleaning, breakdown, warranties, usage, and maintenance.
• Oversee equipment purchasing and related training needs.
• Drive customer spend through add-ons, retail, and food and beverage offerings.
• Support monthly NPS performance and review guest feedback trends.
• Work toward quarterly review targets for Google and Yelp ratings.
• Maintain monthly profit margins at or above budget and keep labor percentage within budget.
• Inspire teams to create memorable guest experiences and uphold the brand’s playful, high-energy culture.

Requirements

• Background or degree in business, finance, marketing, or hospitality.
• At least 5 years of multi-unit management experience in a physical, customer-facing business.
• Prior leadership over a multi-site portfolio, ideally 5 or more locations.
• Experience as a general manager or local director of operations for a 50+ person operation with $7M+ in revenue.
• Strong leadership skills with the ability to bring teams together and build trust.
• Comfortable leading through ambiguity and managing organizational change.
• Excellent written and verbal communication skills.
• Experience coaching managers and developing talent at scale.
• Strong working knowledge of strategy execution, operations, finance, food and beverage, and HR.
• Ability to manage budgets, expenses, staffing, labor, and P&L performance.
• Spanish fluency is preferred.
• Helpful bonus experience includes Slack, Google Suite, and ADP Time and Attendance.
• The role calls for someone who thrives in collaborative environments and can work effectively with multiple stakeholders.

Perks and Benefits

• Competitive pay.
• Annual bonus.
• 401(k).
• Stock options.
• PTO and sick time.
• Dental, health, and vision insurance.
• Employee perks such as ClassPass, commuter discounts, and an employee assistance program.
• Unlimited ice cream.
• Employee development opportunities.
• 16 free museum tickets per year for friends and family, plus free entry for the employee.
• 50% discount on retail products.
• Opportunity to grow within the organization.

Additional Information

This role is based onsite in Miami, FL, and the organization also considers candidates located in Orlando, FL. Compensation is offered in the range of $130,000 to $160,000 per year, depending on experience, and includes an annual bonus plus stock options. The company is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other protected characteristics.

Key Performance Expectations

• Drive incremental customer spend through add-ons, retail, and food and beverage sales.
• Maintain the target NPS score on an ongoing basis, with monthly reviews against comparable sets and prior months.
• Keep Google and Yelp ratings at 4.2 or higher by quarter-end.
• Hold monthly profit margins at or above budget.
• Keep labor percentage at or below budget each month.

Leadership Principles

• Inspire guests to rediscover a childlike sense of wonder through a highly trained and engaged team.
• Bring an energetic, positive “anything is popsicle” mindset to operations.
• Take initiative to exceed expectations and deliver a world-class experience.