Director of Operations

Museum of Ice Cream•Orlando, FL

5d•$130,000 - $160,000•Hybrid

About The Position

Museum of Ice Cream is seeking a thoughtful and ambitious Director of Operations to lead a team of GMs, AGMs, and site management staff. This role requires a strong operator who can translate strategy into site-level execution, foster operational excellence through talent development, and cultivate a culture of performance and accountability. The ideal candidate is passionate about hospitality, guest experience, and leveraging imagination to create magical moments. A strong background in strategy, execution, operations, finance, F&B, and HR is essential. The role demands experience managing a multi-unit operation portfolio (minimum 5 sites for 3-5 years) and experience as a GM or local director of operations for a large-revenue, high-staffing location. A passion for systems, processes, and training, along with the ability to manage complex, on-the-ground operations from floor management to guest issue resolution, is crucial. Collaboration with multiple stakeholders and the ability to establish new operational systems at the highest level of execution, communication, organization design, and hospitality excellence are key.

Requirements

5+ years of multi-unit management experience with a physical consumer-facing unit.
Strong, diplomatic leadership skills with enthusiasm for bringing a team together to inspire others.
Ability to inspire authenticity and a culture of connection, hospitality, and teamwork.
Experienced people manager who thrives in making connections.
Ability to manage through ambiguity and demonstrate effective change management.
Superior written and verbal communication skills.
Experience or degree in business, finance, marketing, or hospitality.
Experience managing a multi-unit operation portfolio (3-5 years minimum of minimum 5 sites+).
Experience as a GM or local director of operations for a 50+ person $7M + revenue box.
Passion for systems, processes, and training.
Ability to effectively manage complexities of operations in a moment from floor management to guest experience and complaint resolution.
Ability to work collaboratively across multiple stakeholders within the organization.
Ability to bring experience and discipline to setting up new operational systems at the highest level of execution, communications, organization design and hospitality excellence.
Strong operational background (preferably with understanding of F&B or willingness to learn).
Ability to successfully manage people, processes, budgets, and expenses effectively.
Ability to build to last strategically and execute and deliver results short term.
Strong understanding of food and beverage operations to ensure excellence in standards in taste, visuals and health are achieved.
Experience with Slack, Google Suite, and ADP Time and Attendance (preferred).

Nice To Haves

Bilingual Spanish preferred.
Love eating ice cream for breakfast, lunch and dinner.

Responsibilities

Uphold best-in-class standards, processes, and systems for the portfolio and develop portfolio-level strategies to ensure an exceptional hospitality and connection experience.
Hold accountability, coach, lead, and develop GMs and managers to ensure a culture of inclusivity and high performance.
Commit to developing and leading a team that upholds the reputation and brand integrity of MOIC.
Maintain accountability to KPIs, track performance, and iterate to drive a quality and constantly innovating experience.
Align and motivate leaders to ensure revenue targets are met, sales goals achieved, new revenue streams are added, and labor hours, COGS, and staffing levels are optimized.
Ensure direct reports and their teams deliver quality and excellence.
Oversee labor and scheduling execution to company expectations, practices, and compliance, adapting to unexpected business needs or turnover.
Work collaboratively with the Site management team to develop necessary skills and provide resources to improve hospitality, F&B, and overall experience.
Optimize staffing and hours for peak holidays, weekends, and seasons to meet revenue targets.
Develop execution of SOPs and solutions for increasing off-season low-peak revenues.
Manage unit and portfolio P&L, with particular attention to off-season and low-peak days and improving cost structure, COGS, and P&L efficiencies.
Work with GMs to standardize and implement systems and processes consistently.
Liaise with Talent Acquisition and GMs to improve hiring standards and processes and set expectations.
Ensure standardization of onboarding for managers and employees at units, coordinating with HQ/HR.
Oversee the recruitment of managers responsible for over 50 employees per location, ensuring all employees meet standards and receive coaching or development.
Ensure training and quality control standards are in place across all staff.
Maintain operational best practices, creating and partnering with the People team and HQ OPS team on guidebooks and handbooks.
Establish quantitative and qualitative metrics, guidelines, and standards for evaluating company efficiency and effectiveness, identifying opportunities for improvement.
Implement policies and procedures to improve day-to-day operations.
Communicate and explain new directives, policies, or procedures to managers, holding meetings for major changes to explain, answer questions, and maintain morale.
Improve customer service and satisfaction through policy and procedural changes.
Lead coordination and integration of efforts among operations and cross-functional divisions for smoother workflow and more cost-effective business processes.
Ensure excellence in taste, visuals, and health standards for food and beverage operations.
Work directly with on-site management to ensure day-to-day food and beverage operations meet MOIC standards.
Monitor cost of goods and services, including food, beverages, supplies, and labor, to maintain budgets.
Ensure site teams have proper training on all equipment (cleaning, breakdown, setup, warranties).
Oversee all equipment purchases and training on equipment usage and maintenance.
Drive additional customer spend through add-ons, retail, and F&B by motivating on-site managers.
Maintain NPS score at the targeted level, with monthly reviews compared to the competitive set and month-over-month.
Ensure Google and Yelp review scores are at 4.2 and above at the end of each quarter.
Maintain site profit margins at or over budget on a monthly basis.
Maintain labor percentage at or below budget on a monthly basis.
Inspire the kid in all guests by ensuring the team is well-trained and highly engaged.
Embody an 'Anything is Popsicle' attitude towards Museum operations.
Take initiative to ensure the Museum is performing above standard and offering a world-class experience.