MUSEUM OF ICE CREAM

Director of Operations

MUSEUM OF ICE CREAM

full-time

Posted on:

Location Type: Hybrid

Location: New York City • Massachusetts • New York • United States

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Salary

💰 $130,000 - $160,000 per year

Job Level

Lead

About the role

  • 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

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
  • Bonus: You love eating ice cream for breakfast, lunch and dinner and have experience with Slack, Google Suite, and ADP Time and Attendance
Benefits
  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
  • Ability to advance within the organization
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
multi-unit managementP&L managementKPI trackingcost of goods sold (COGS) managementoperational best practicespolicy implementationtraining and quality controlrevenue optimizationstaff schedulingcustomer service improvement
Soft Skills
leadershipteam buildingcommunicationdiplomacychange managementcoachinginclusivityauthenticitymotivationproblem-solving