Director, Operations Services

Insomnia Cookies•Philadelphia, PA

54d

About The Position

Insomnia Cookies is seeking a dynamic and experienced Director of Operations Services to design, build, and scale the tools, systems, and processes that power our growing network of late-night cookie bakeries. This role is ideal for a leader who thrives in a fast-growth, multi-unit restaurant or retail environment and has a proven track record of building operational excellence from the ground up.

Requirements

Multi-unit restaurant or retail background in a fast-growth brand
Prior experiences leading Ops Services/Systems /Implementation organizations
Experience building SOPs, workflows, and tools from scratch
Experience with both 3rd party and primary delivery models
Strong cross-functional leadership and communication skills
Proven leader and developer of people
Ability to take ambiguous problems and turn them into clear, scalable processes
Philadelphia based or willing to relocate

Responsibilities

Operations Systems Leadership: Build and oversee the end-to-end Operations Services function, including SOP design, process governance, communication frameworks, and rollout planning.
Operational Infrastructure: Develop and implement scalable systems, tools, and workflows that improve consistency, quality, and efficiency across our bakeries.
Delivery Model Expertise: Partner with leadership to optimize both first-party and third-party delivery operations, balancing guest experience, cost, and margin performance.
Field Enablement: Create simple, effective, and digital-first tools that empower store leaders to execute flawlessly.
Change Management & Rollout: Lead cross-functional rollout strategies for new initiatives, systems, and programs; define governance, communications, and measurement standards.
Operational Communications: Own the development and delivery of all field communications related to operations updates, launches, and procedural changes.
People Leadership: Build and lead a high-performing team; influence across levels from hourly bakery team members to the executive with credibility and clarity.
Vendor Partnerships: Support the management of external vendor relationships, ensuring alignment to operational goals and service quality standards.
New Bakery Openings (NBO): Support the new-store opening process