Director of Operations

Museum of Ice Cream•New York, NY

8d•$130,000 - $160,000

About The Position

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. The Museum of Ice Cream is looking for our next Director of Operations to join our fun-filled team. You are thoughtful and ambitious, confident in leading a team full of GMs, AGMs, and the remaining Site management team. To be considered for this role, you are a through and through operator, who understands how to bring strategy to Site level and unlock operational excellence by coaching and developing talent, creating action plans and creating culture of performance and accountability. You are a hospitality and experience lover that lives for connection, next level engagement, magic moments and truly understands the power of imagination and connection! You have 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 a seamless operation. 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. As the Director of Operations, you will have a strong operational background (preferably with understanding of F&B or willingness to learn) and be an inspiring leader who understands that training and developing your team is critical to the operation. You can successfully manage people, processes, budgets and expenses effectively. You know how to build to last strategically and how to execute and deliver results short term.

Requirements

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

Nice To Haves

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

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
Unit and portfolio P&L
Particular attention to off season and low peak days and improving cost structure
COGS and P&L efficiencies
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
Google and Yelp review scores should be at 4.2 and above at the end of each quarter
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)
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
Takes initiative within the Museum to ensure we are performing above standard and offering a world class experience