General Manager

Museum of Ice Cream•Boston, MA

19d•Onsite

About The Position

The General Manager of the Museum of Ice Cream’s New York flagship is accountable for financial performance, guest experience, team culture, and the full scope of unit operations. This highly visible, on-site role requires active leadership during operating hours, including evenings, weekends, holidays, and peak periods. The General Manager leads Show/Front of House (FOH) and Service/Back of House (BOH) teams and works closely with the AGM, Floor Managers, and Facilities Manager, serving as a bridge between senior leadership and on-the-ground teams. The role owns P&L initiatives, schedules, payroll, training, compliance, guest standards, and cultural health. It combines strategic oversight with hands-on execution, including leading on the floor, supporting shifts and floor management, collaborating directly with staff and guests, and addressing day-to-day challenges in a high-volume, guest-facing operation. The General Manager drives guest, employee, and financial success as well as operational efficiency. The General Manager leads and develops managers and teams; coordinates FOH and BOH staffing and operations; manages financial targets, labor, inventory, and resources; and oversees guest experience, facilities, events, and high-volume periods. The position uses operational data and guest feedback to identify trends and improve service, efficiency, and the overall guest experience.

Requirements

At least 5 years of management experience in a physical, consumer-facing environment.
At least 5 years of leadership experience managing an entire business unit or site.
Strong leadership ability and experience managing cross-functional teams and working directly with FOH and BOH departments.
Prior direct oversight of more than 100 exempt and non-exempt employees.
Experience managing inventory, people and labor, financial performance, and sales performance in a high-volume operation, with a focus on efficiency and guest experience.
Advanced knowledge of accounting and finance principles.
Experience managing complex operations across people, financials, and processes.
Experience with POS and inventory systems, internal messaging systems, Google Suite, and ADP Time and Attendance.
Food Handler/ServeSafe and TIPS (or equivalent alcohol training) certifications.
Availability to work weekends, evenings, holidays, and peak business periods.

Nice To Haves

Strong coaching skills with a bias toward action and accountability.
Ability to solve problems in real time and step into operational roles as needed during peak periods or special events.
Strong communication skills and ability to collaborate across departments while leading strategic planning and hands-on execution.
Proficiency with technology and ability to quickly learn inventory management systems, labor scheduling software, and POS systems.
Bilingual English/Spanish communication skills preferred.

Responsibilities

Inspire, empower, and develop managers and teams, ensuring they have the tools and resources needed to succeed.
Lead actively on the floor alongside FOH and BOH teams to support guest flow, staffing, and service levels.
Make staffing and labor decisions and resolve operational challenges across FOH and BOH, coordinating resources to meet business demands.
Champion the museum’s culture and values, use employee feedback to foster a positive work environment, and support team members’ professional growth.
Lead daily syncs and weekly management meetings to review challenges, plan for peak periods and special events, and align priorities.
Maintain effective FOH and BOH communication during shifts and address real-time issues such as cleanliness, supply shortages, and food preparation.
Meet financial targets for sales, programming, inventory, operating performance, and margins; collaborate with teams to grow revenue and control costs.
Work with FOH and BOH Managers to optimize labor and align staffing with operational needs, especially during peak periods.
Analyze guest flow and operational data to identify trends and adjust inventory, staffing strategies, and operating plans.
Partner with Finance and Sales to prepare and review financial reports and align operational performance with financial targets.
Oversee inventory with the management team, adjusting food and beverage, retail, and service supplies for guest flow, seasonal needs, and events.
Ensure daily operational needs—including ticketing, guest flow, facilities maintenance, and service standards—are met consistently.
Streamline cross-departmental resource management, maintain inventory control, minimize waste, optimize stock levels, and ensure timely supply ordering.
Provide real-time guidance during high-traffic periods and unexpected operational challenges.
Prepare teams for special events, seasonal peaks, and high-traffic periods by adjusting staffing and inventory as needed.
Coordinate with the BOH Manager and Guest Operations Support team on cleanliness, food preparation, and supply needs during shifts.
Coordinate staffing and resources for guest-flow and event-related operational demands; serve as a primary contact for special events and align FOH and BOH responsibilities and timelines.
Use guest feedback and data to monitor satisfaction and implement improvements in service, cleanliness, and food preparation standards.
Maintain guest-facing areas to high standards and address issues that could affect the guest experience.
Develop and maintain operating procedures supporting a 10/10 guest experience, including ticketing, queue management, and service delivery.

Benefits

Competitive pay and annual bonus
Vision, dental, and healthcare benefits
Employee assistance program
401K and retirement plans
Stock options
Paid time off
After five years of employment, an additional week off and monetary stipend
Annual pinkball company event
Break room snacks and unlimited ice cream
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