Director of Operations - West Coast

Museum of Ice Cream•Los Angeles, CA

4h•$175,000 - $185,000

About The Position

Museum of Ice Cream is seeking a Director of Operations to lead its West Coast portfolio, with the candidate located in Las Vegas, Nevada, or Los Angeles, California. The role leads and develops General Managers, Assistant General Managers, and site management teams to deliver operational excellence, financial results, and a high-quality, inclusive guest experience. The Director translates strategy into site-level execution, builds a culture of performance and accountability, and partners across the organization to establish and improve operational systems, processes, training, and communications. The position oversees unit and portfolio operations, budgets, expenses, P&Ls, staffing, scheduling, recruitment, onboarding, training, quality control, and food and beverage standards. The Director is expected to coach leaders and work alongside site teams, while monitoring KPIs including customer spend, NPS, reviews, profit margins, payroll, conversion, labor ratios, COGS, employee engagement, and turnover. The role also supports operational planning for peak periods and low seasons, and helps improve guest service, efficiency, and cost effectiveness. The company is seeking an experienced multi-unit operator with a strong background in operations, strategy, execution, finance, and people leadership. Food and beverage experience is preferred, though willingness to learn is acceptable. The listed salary range is $175,000–$185,000, dependent on experience, plus an annual bonus and options.

Requirements

At least 5 years of multi-unit management experience with a physical, consumer-facing operation.
Experience leading a multi-unit portfolio of at least five sites for 3–5 years, as specified in the role description.
Experience as a General Manager or local Director of Operations for an operation with 50 or more employees and $7 million or more in revenue.
Strong background in strategy and execution, operations, finance, and human resources.
Experience managing people, processes, budgets, expenses, and P&Ls.
Strong people-management, coaching, and leadership skills.
Ability to manage ambiguity and demonstrate effective change management.
Superior written and verbal communication skills.
Must be located in Las Vegas, Nevada, or Los Angeles, California.

Nice To Haves

Experience or a degree in business, finance, marketing, or hospitality.
Strong understanding of food and beverage operations, or willingness to learn.
Bilingual Spanish.
Experience with Slack, Google Suite, and ADP Time and Attendance.

Responsibilities

Lead the West Coast portfolio and uphold operational standards, processes, and systems across sites.
Coach, lead, and develop General Managers and site managers, establishing accountability and a culture of performance, inclusivity, and hospitality.
Maintain brand integrity and deliver a memorable guest experience through team engagement, training, and operational execution.
Track KPIs and use results to improve the guest experience and drive ongoing innovation.
Align site leaders around revenue targets, sales goals, additional revenue streams, labor efficiency, COGS, and staffing levels.
Ensure labor planning and scheduling meet company expectations and compliance requirements, including during unexpected business needs or turnover.
Work alongside site management teams to develop skills and improve hospitality, food and beverage, and the overall experience.
Optimize staffing and operating hours for holidays, weekends, and peak seasons; develop solutions to increase revenue during off-season and low-peak periods.
Manage unit and portfolio P&Ls, expenses, profit margins, labor costs, and COGS efficiencies.
Partner with General Managers to standardize and consistently implement systems and processes.
Work with Talent Acquisition and General Managers to improve hiring standards and processes and set expectations.
Standardize employee and manager onboarding, coordinating with headquarters and HR as needed.
Oversee recruitment of management teams responsible for more than 50 employees at each location and ensure employees meet standards and receive coaching or development.
Establish training and quality-control standards across staff; maintain operational best practices and partner with People and HQ Operations teams on guidebooks and handbooks.
Set quantitative and qualitative metrics, guidelines, and standards to evaluate efficiency and effectiveness, and identify improvement opportunities.
Implement policies and procedures to improve daily operations; explain directives and changes to managers and operations staff.
Improve customer service and satisfaction through policy and procedural changes.
Coordinate operations with cross-functional teams to improve workflow and cost effectiveness.
Oversee food and beverage operations and ensure standards for taste, presentation, and health are met.
Monitor food, beverage, supply, and labor costs to maintain budgets.
Ensure site teams are trained to clean, set up, break down, and maintain equipment; oversee equipment purchases and training in its use and maintenance.
Drive customer spend through add-ons, retail, and food and beverage; maintain targeted NPS, Google review scores, site profit margins, and payroll targets.
Promote an engaged, well-trained team and take initiative to deliver a world-class experience.

Benefits

Annual bonus
401(k)
Stock options
PTO and sick time
Dental insurance
Health insurance
Vision insurance
ClassPass
Commuter discounts
Employee assistance program
Unlimited ice cream
Employee development opportunities
16 free museum tickets per year for friends and family, with free entry for the employee
50% off retail products
Opportunity to advance within the organization