Flagship Operations Director at Museum of Ice Cream

Job DescriptionJob DescriptionAbout Museum of Ice CreamMuseum of Ice Cream transforms spaces into imaginative, interactive experiences where connection, creativity, and joy take center stage. With ice cream as our playful medium, we design immersive worlds that spark wonder, create community, and leave lasting memories. Our Las Vegas Flagship will be our largest, boldest, and most dynamic location to date.About the RoleWe’re hiring a senior leader to launch and lead our Las Vegas Flagship in 2026, a high-volume, multi-channel flagship experience expected to welcome over half a million guests per year. This is a unique opportunity to lead an eight figure revenue venue with oversight across operations, sales, marketing execution, F&B, retail, and events. You’ll build and manage a team of 150+ with an emphasis on radical hospitality, performance, and best in class hospitality. You oversee the end-to-end P&L, including local community, city relations and a significant on the ground marketing and field team. You also serve as the connective tissue between HQ functions and on-the-ground execution.You’ll be accountable for delivering best-in-class guest experiences, operational precision, revenue growth, and cultural integrity, all within one of the most high-profile hospitality markets in the country. This is a rare role that blends strategic leadership with real-time ownership of people, systems, and performance. You’ll begin with immersive training at our flagship New York City location, gaining hands-on experience with our people, systems, and brand before stepping into full leadership at your home market.Key ResponsibilitiesOperational LeadershipOwn and operate MOIC’s largest, most complex, largest F&B offering and theatrical venue end-to-endBuild all site-level departments, with direct hiring oversight for GMs, Managers, and key department leadsEnsure seamless, high-volume execution across daily operations, programming, events, and seasonal activationsImplement systems, SOPs, and operational infrastructure that scale guest experience and team performanceManage labor models, scheduling, and staffing strategy to meet both guest and business needsBusiness PerformanceFull P&L ownership, including revenue, labor, COGS, and expense managementPartner with HQ Operations & Finance to drive margin discipline and cost optimizationMonitor and report on KPIs, identify trends, and proactively adjust strategy to improve performanceCollaborate with Sales and Events teams to maximize group bookings and private eventsMarketing & Brand ExecutionLead local execution of national marketing campaigns and site-specific initiativesManage $3M+ in marketing and programming budgets to drive guest volume and brand visibilityPartner with HQ Marketing, Brand, and Creative teams to localize storytelling and bring the MOIC world to lifeDrive on-site spend through upselling, F&B, retail, and add-on programmingTeam & Culture DevelopmentRecruit, coach, and lead a diverse team of 200+, including department heads across Ops, Events, F&B, and SalesChampion MOIC’s values and foster a culture of creativity, hospitality, feedback, and accountabilityBuild a leadership pipeline by developing future GMs and senior managersPartner with the People Team to ensure consistent training, onboarding, and performance standardsStrategic IntegrationServe as the primary liaison between the Flagship and MOIC HQ — bridging vision and executionContribute to company-wide planning and pilots, using the Flagship as a testbed for new concepts and systemsShare learnings with other units to codify “flagship playbooks” for future openingsRepresent MOIC in the Las Vegas market as a leader and ambassador of the brandSuccess MeasuresGuest experience scores (NPS, Google, Yelp) consistently at or above targetRevenue and margin targets achieved or exceededTeam is high-performing, well-staffed, and culturally alignedProgramming, events, and campaigns executed on time and on brandSystems and insights developed in Vegas are adopted company-wideRequirements8+ 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+ staffExperience leading cross-functional teams (e.g., ops, marketing, F&B, retail, events) under one roofHospitality hours: Available weekdays and weekends, with the majority of presence on weekendsConfident operator with strong business acumen, analytical skills, and comfort navigating ambiguityDeep commitment to guest experience, team culture, and operational excellenceHighly collaborative and communicative — builds strong partnerships up, down, and acrossTech-savvy and open to tools (including AI) that drive smarter, faster executionReady to Apply?We’re building the biggest, boldest version of MOIC yet — and we’re looking for someone ready to lead it with vision, discipline, and magic. If you’re energized by scale, creativity, and complexity, this might be your dream job.The salary range for this role is $160,000- $175,000 USD depending on experience, as well as an annual bonus and options.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. BenefitsMedical, Dental, and Vision, benefitsStock optionsPaid time off Annual Company SummitAnnual Company Events 50% off retail productsAbility to advance within the organization