Director of Operations - West Coast

The posting

*Please note: While multiple job postings may appear, this is for one open hire need. Candidate must be located in either Las Vegas, NV, or Los Angeles, CA.

Who We Are: Museum of Ice Cream is an inclusive & immersive brand, designed to captivate your sweetest fantasy and sugar-filled daydreams online and IRL. At Museum of Ice Cream, we invite you to believe in the magic of creativity, to remind you that inclusive spaces do exist, and to show you that childlike wonder is worth savoring. In our world, ice cream is the agent of change and the vehicle to ignite the creative spirit that lives in all of us. Fueled by the power of imagination, MOIC is a universe of possibilities with tons of room for you to explore. The Flavor Profile: Museum of Ice Cream is looking for our next Director of Operations to join our fun-filled team. You are thoughtful and ambitious, confident in leading a team full of GMs, AGMs, and the remaining site management team. To be considered for this role, you are a through and through operator, who understands how to bring strategy to Site level and unlock operational excellence by coaching and developing talent, creating action plans and creating culture of performance and accountability. You are a hospitality and experience lover that lives for connection, next level engagement, magic moments and truly understands the power of imagination and connection! You have a strong background in strategy and execution, operations, finance, F&B and HR. You take great pride in delivering a memorable guest experience and maintaining a seamless operation. You must have led a multi unit operation portfolio (3-5 years minimum of minimum 5 sites+) and have been a GM or local director of operations for a 50+ person $7M + revenue box. You must be passionate about systems, processes and training. You are an effective coach and leader on the ground and can effectively manage complexities of operations in a moment from floor management to guest experience and complaint resolution. You must be able to work collaboratively across multiple stakeholders within organization and bring your experience and discipline to setting up new operational systems at the highest level of execution, communications, organization design and hospitality excellence.

What You Will Do: As Director of Operations, you will have a strong operational background (preferably with understanding of F&B or willingness to learn) and be an inspiring leader who understands that training and developing your team is critical to the operation. You can successfully manage people, processes, budgets and expenses effectively. You know how to build to last strategically and how to execute and deliver results short term.

Your Day-to-Day:

CORE OPERATIONS

• 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

PROCESS:

• 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.

F&B PREFERENCE

• 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

KEY PERFORMANCE INDICATORS:

HOSPITALITY

• CUSTOMER SPEND: Responsible for additional customer spend through add-ons, Retail and F&B through driving on site managers to perform exceptionally
• NPS: Responsible to maintain NPS score at the targeted level on an ongoing basis, NPS score review will be done once every month, compared with COMP set and month over month.
• Google review scores should be at 4.7 and above at the end of each quarter

PROFITABILITY

• P&L: Responsible to maintain site profit margins on a monthly basis at or over budget (will be reviewed during monthly P&L Call)
• PAYROLL: Responsible to maintain labor percentage at or below budget on a monthly basis (will be reviewed during monthly P&L Call)
• Conversion rates
• Labor Ratios
• COGS target management

CULTURE

• eNPS
• Turnover & attrition

COMMANDMENTS:

• Helps to Inspire the kid in all of our guests through ensuring that team is well trained and highly engaged
• Has an “Anything is Popsicle” attitude in regards to Museum operations
• Takes initiative within the Museum to ensure we are performing above standard and offering a world class experience

The salary range for this role is $175,000 - $185,000 USD dependent on experience, as well as an annual bonus and options. This individual must be located in either Las Vegas, NV, or Los Angeles, CA.

Requirements

The Necessities and Nice-to-Haves:

• You have experience or a 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
• Bilingual Spanish preferred
• Bonus: You love eating ice cream for breakfast, lunch and dinner and have experience with Slack, Google Suite, and ADP Time and Attendance

Benefits

• Competitive pay
• Annual bonus
• 401(k)
• Stock options
• PTO and sick time
• Dental insurance
• Health insurance
• Vision insurance
• Perks including Classpass, commuter discounts, employee assistance program, and, of course, unlimited ice cream
• Employee development opportunities
• 16 free museum tickets per year for friends and family, with free entry for self
• 50% off retail products
• Ability to advance within the organization

Museum of Ice Cream is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected class.