Director of Operations

About the role

The Museum of Ice Cream is seeking a dynamic Director of Operations to lead its multi‑site portfolio. In this senior role you will shape strategy, drive operational excellence, and inspire a team of General Managers and site leaders to deliver unforgettable guest experiences.

Key responsibilities

• Oversee a portfolio of 5+ museum locations, ensuring best‑in‑class standards, processes and systems.
• Develop and execute site‑level strategies that align with brand vision and financial targets.
• Coach, mentor and evaluate General Managers and senior staff to foster a culture of performance and inclusivity.
• Manage budgets, expenses and financial reporting for each location, targeting $7M+ revenue streams.
• Design and implement operational systems, training programs, and continuous‑improvement initiatives.
• Ensure seamless guest experiences, handling escalations and complaint resolution.
• Collaborate across functions—including finance, HR, and F&B—to align resources and drive results.

Required profile

• 3‑5 years of experience as a General Manager or Director of Operations for a multi‑site operation (minimum 5 locations).
• Proven track record managing 50+ staff and $7M+ annual revenue.
• Strong background in strategy, finance, hospitality/F&B, and human resources.
• Passion for creating magical, inclusive guest experiences.
• Excellent coaching and leadership abilities, with a focus on accountability.
• Ability to work collaboratively with diverse stakeholders.

Required skills