Global Client Success Director
Meltwater
Flagship Operations Director
MUSEUM OF ICE CREAM
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $130,000 - $160,000 per year
Job Level
Lead
About the role
- Own and operate MOIC’s largest, most complex F&B offering and theatrical venue end-to-end
- Build all site-level departments, with direct hiring oversight for GMs, Managers, and key department leads
- Ensure seamless, high-volume execution across daily operations, programming, events, and seasonal activations
- Implement systems, SOPs, and operational infrastructure that scale guest experience and team performance
- Manage labor models, scheduling, and staffing strategy to meet both guest and business needs
- Full P&L ownership, including revenue, labor, COGS, and expense management
- Partner with HQ Operations & Finance to drive margin discipline and cost optimization
- Monitor and report on KPIs, identify trends, and proactively adjust strategy to improve performance
- Collaborate with Sales and Events teams to maximize group bookings and private events
- Lead local execution of national marketing campaigns and site-specific initiatives
- Manage $3M+ in marketing and programming budgets to drive guest volume and brand visibility
- Partner with HQ Marketing, Brand, and Creative teams to localize storytelling and bring the MOIC world to life
- Drive on-site spend through upselling, F&B, retail, and add-on programming
- Recruit, coach, and lead a diverse team of 200+, including department heads across Ops, Events, F&B, and Sales
- Champion MOIC’s values and foster a culture of creativity, hospitality, feedback, and accountability
- Build a leadership pipeline by developing future GMs and senior managers
- Partner with the People Team to ensure consistent training, onboarding, and performance standards
- Serve as the primary liaison between the Flagship and MOIC HQ — bridging vision and execution
- Contribute to company-wide planning and pilots, using the Flagship as a testbed for new concepts and systems
- Represent MOIC in the Las Vegas market as a leader and ambassador of the brand
- Begin with immersive training at the New York City flagship before stepping into full leadership in Las Vegas
Requirements
- 8+ years of senior leadership in high-volume operations (hospitality, retail, attractions, experiential, or entertainment)
- Proven P&L ownership in a business unit with $15M+ revenue and 150+ staff
- Experience leading cross-functional teams (e.g., ops, marketing, F&B, retail, events) under one roof
- Hospitality hours: Available weekdays and weekends, with the majority of presence on weekends
- Confident operator with strong business acumen, analytical skills, and comfort navigating ambiguity
- Deep commitment to guest experience, team culture, and operational excellence
- Highly collaborative and communicative — builds strong partnerships up, down, and across
- Tech-savvy and open to tools (including AI) that drive smarter, faster execution
