Director of Operations - West Coast

Museum of Ice Cream•Las Vegas, NV

7h•$175,000 - $185,000•Onsite

About The Position

Museum of Ice Cream is seeking a Director of Operations to lead its West Coast portfolio and its site General Managers, Assistant General Managers, and other management teams. The role translates strategy into site-level execution, drives operational excellence, develops talent, and builds a culture of performance, accountability, inclusion, hospitality, and connection. The candidate must be located in Las Vegas, Nevada, or Los Angeles, California. The Director of Operations oversees people, processes, budgets, expenses, and unit and portfolio P&Ls. The role sets and maintains operating standards and systems, manages performance against revenue, labor, COGS, guest experience, and culture KPIs, and works alongside site teams to improve hospitality, food and beverage operations, and overall guest experience. The Director also supports hiring, onboarding, training, quality control, and operational consistency across locations, and partners with Talent Acquisition, People, HQ Operations, and other functions. Strong food and beverage experience is preferred, though willingness to learn is acceptable. The salary range is $175,000–$185,000 USD depending on experience, plus an annual bonus and options.

Requirements

Experience or a degree in business, finance, marketing, or hospitality.
At least 5 years of multi-unit management experience with a physical, consumer-facing unit.
At least 3–5 years leading a multi-unit portfolio of at least five sites.
Experience as a General Manager or local Director of Operations for a location with 50 or more employees and $7 million or more in revenue.
Strong background in strategy and execution, operations, finance, and HR.
Ability to manage people, processes, budgets, expenses, and P&Ls effectively.
Experience coaching and developing leaders and teams, and creating a culture of performance and accountability.
Ability to manage operational complexity, including floor management, guest experience, and complaint resolution.
Ability to work collaboratively with multiple stakeholders and establish operational systems, communications, organizational design, and hospitality standards.
Strong written and verbal communication skills.
Ability to manage ambiguity and demonstrate effective change management.
Must be located in Las Vegas, Nevada, or Los Angeles, California.

Nice To Haves

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

Responsibilities

Lead the operations portfolio and uphold standards, processes, and systems while developing portfolio-level strategies for the guest experience.
Coach, lead, hold accountable, and develop General Managers, managers, and site teams.
Maintain the Museum of Ice Cream’s reputation and brand integrity through consistent team development and execution.
Track and iterate on KPIs to improve quality and continuously innovate the guest experience.
Motivate site leaders to meet revenue and sales targets, develop revenue streams, and optimize labor hours, COGS, and staffing levels.
Ensure labor planning and scheduling meet company expectations, practices, and compliance requirements, including during unexpected business needs or turnover.
Work alongside site management to develop skills and improve hospitality, food and beverage, and overall guest experience.
Optimize staffing and hours during holidays, weekends, and peak seasons to meet revenue targets.
Develop SOP execution and solutions for increasing revenue during off-season and low-peak periods.
Manage unit and portfolio P&Ls, expenses, cost structures, and COGS efficiencies.
Work with General Managers to standardize and consistently implement systems and processes.
Partner with Talent Acquisition and General Managers to improve hiring standards and processes and set expectations.
Standardize onboarding for managers and employees, coordinating with HQ and HR as needed.
Oversee recruitment of managers responsible for teams of 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.
Partner with the People and HQ Operations teams to maintain best practices and create guidebooks and handbooks for existing and new cities.
Establish quantitative and qualitative metrics, guidelines, and standards to evaluate efficiency and effectiveness, and identify improvement opportunities.
Implement policies and procedures that improve day-to-day operations; explain changes to managers and operations staff and support morale during major changes.
Improve customer service and satisfaction through policy and procedural changes.
Coordinate operations with cross-functional divisions to improve workflow and cost-effectiveness.
Maintain food and beverage standards for taste, presentation, and health, and work with on-site management to ensure daily operations meet MOIC standards.
Monitor food, beverage, supplies, services, and labor costs to maintain budgets.
Ensure site teams are trained on equipment cleaning, breakdown, setup, warranties, use, and maintenance; oversee equipment purchases.
Drive additional customer spend through add-ons, retail, and food and beverage sales.
Maintain target NPS, review performance monthly against competitors and prior months, and support Google review scores of 4.7 or above at each quarter’s end.
Maintain site profit margins at or above budget and labor percentages at or below budget, with monthly review.
Manage conversion rates, labor ratios, COGS targets, employee engagement (eNPS), turnover, and attrition.
Help inspire guests by ensuring teams are well trained and highly engaged, take initiative to exceed standards, and deliver a world-class experience.

Benefits

Annual bonus
Stock options
401(k)
PTO and sick time
Dental insurance
Health insurance
Vision insurance
ClassPass perk
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
Ability to advance within the organization