Director of Operations - West Coast

Museum of Ice Cream•Las Vegas, NV

12h•$175,000 - $185,000

About The Position

Museum of Ice Cream is seeking a Director of Operations to lead its West Coast portfolio and guide site-level execution of operational strategy. The role is based in either Las Vegas, Nevada, or Los Angeles, California. The Director will lead and develop general managers, assistant general managers, and other site management staff, strengthening operational excellence, accountability, hospitality, and the guest experience across locations. The position oversees people, processes, budgets, expenses, and unit and portfolio P&Ls. It is accountable for revenue and sales goals, labor and staffing, cost of goods, operational standards, training, recruitment, and consistent implementation of systems and procedures. The Director works closely with site management, Talent Acquisition, the People team, and HQ Operations to improve operations and build scalable practices. Food and beverage operations are part of the role, with a preference for relevant experience or a willingness to learn. The stated salary range is $175,000–$185,000 USD, depending on experience, plus an annual bonus and options. Benefits include 401(k), stock options, paid time off and sick time, health, dental, and vision insurance, employee development opportunities, and various perks.

Requirements

At least 5 years of multi-unit management experience with physical, consumer-facing locations.
Must have led a multi-unit portfolio of at least five sites; the description specifies 3–5 years minimum of multi-unit portfolio leadership.
Must have been a general manager or local director of operations for a location with 50 or more employees and at least $7 million in revenue.
Experience or a degree in business, finance, marketing, or hospitality.
Strong background in strategy and execution, operations, finance, and human resources; food and beverage experience is preferred or willingness to learn is stated.
Demonstrated ability to coach and develop talent, create action plans, and foster performance and accountability.
Experience managing people, processes, budgets, expenses, and P&Ls.
Strong, diplomatic leadership and ability to bring a team together.
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

Bilingual Spanish.
Strong understanding of food and beverage operations.
Experience with Slack, Google Suite, and ADP Time and Attendance.
Experience in hospitality and delivering memorable guest experiences.

Responsibilities

Lead the West Coast operations portfolio and uphold operational standards, processes, and systems across sites.
Develop portfolio-level strategies that support a consistent, high-quality hospitality and guest experience.
Coach, lead, and hold general managers and other managers accountable for performance, development, and brand standards.
Track and act on KPIs to improve the guest experience and operational results.
Guide leaders in meeting revenue and sales targets, developing revenue streams, and optimizing labor, cost of goods, and staffing levels.
Ensure labor planning and scheduling comply with company expectations and adapt to business needs and turnover.
Work alongside site management to develop team capabilities and improve hospitality, food and beverage, and overall experiences.
Optimize staffing and operating hours during holidays, weekends, peak seasons, and off-season periods; develop solutions to increase low-season revenue.
Manage unit and portfolio P&Ls, expenses, profit margins, and cost structure.
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 clear expectations.
Standardize onboarding for managers and employees, coordinating with HQ and HR as needed.
Oversee recruitment and development of site management teams and ensure employees meet standards and receive coaching or development.
Establish and maintain training and quality-control standards across staff.
Partner with the People team and HQ Operations to create and maintain operational guidebooks and handbooks for existing and new cities.
Establish metrics, guidelines, and standards to evaluate efficiency and effectiveness and identify improvement opportunities.
Implement operational policies and procedures and communicate changes to managers and operations staff.
Improve customer service and satisfaction through policy and procedural changes.
Coordinate operations and cross-functional teams to improve workflow and cost-effectiveness.
Oversee food and beverage standards and day-to-day operations with site management.
Monitor food, beverage, supplies, and labor costs to keep budgets on target.
Ensure site teams are trained to clean, set up, break down, use, and maintain equipment; oversee equipment purchases.
Drive additional customer spend through add-ons, retail, and food and beverage.
Maintain targeted NPS and Google review scores, site profit margins, and labor percentages.
Monitor conversion rates, labor ratios, cost-of-goods targets, employee engagement, turnover, and attrition.

Benefits

Annual bonus and options.
401(k).
Stock options.
PTO and sick time.
Dental insurance.
Health insurance.
Vision insurance.
Classpass, commuter discounts, and 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.
Ability to advance within the organization.