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About the Role

Museum of Ice Cream is seeking a tenured General Manager (GM) to oversee both Front of House (FOH) and Back of House (BOH) operations. This leader will ensure alignment across teams to meet performance indicators, optimize guest experience, and manage inventory and staffing standards. The role requires both strategy and hands-on execution, including supporting shifts and floor management, to drive guest, employee, and financial success.

Responsibilities

• Inspire and empower managers and teams to deliver exceptional guest experiences and seamless operations.
• Actively work the floor alongside FOH and BOH teams to ensure smooth guest flow, adequate staffing, and high service levels.
• Make sound business decisions for labor and staffing needs, and resolve operational challenges.
• Champion the museum's culture and values, fostering a positive work environment.
• Cultivate a feedback and growth culture, supporting team members' professional growth.
• Lead daily syncs and weekly meetings with the management team to assess operational challenges and plan for peak periods.
• Ensure quick, effective communication between FOH and BOH during shifts, resolving real-time operational issues.
• Ensure the location meets financial targets, including sales, programming, inventory, operating, and margin goals.
• Optimize labor by ensuring staffing levels align with operational needs.
• Analyze guest flow and operational data to identify trends and improve efficiency.
• Partner with Finance and Sales teams to prepare and review financial reports.
• Oversee inventory levels, ensuring supplies are adjusted based on guest flow, seasonal needs, and events.
• Ensure daily operational needs, including ticketing, guest flow, and service standards, are met.
• Streamline cross-departmental resource management for supplies and staffing.
• Maintain inventory control, focusing on minimizing waste and optimizing stock levels.
• Provide real-time guidance during high-traffic periods or operational challenges.
• Ensure the team is prepared for special events, seasonal peaks, and high-traffic periods.
• Ensure the Guest Operations Support team is responsive to real-time needs.
• Coordinate with the FOH Manager to meet additional guest flow and event-related operational demands.
• Serve as a primary point of contact for special events.
• Utilize data and guest feedback to monitor satisfaction and implement improvements.
• Ensure guest-facing areas are maintained to the highest standards.
• Develop and maintain operational procedures that support a 10/10 guest experience.

Requirements

• Minimum 5+ years of direct, hands-on experience leading FOH and BOH teams in a fast-paced, high-volume, guest-facing environment (hospitality, retail, food & beverage, or themed entertainment).
• 5+ years of experience managing a guest-facing business with both FOH and BOH operations, ideally within the hospitality, retail, or entertainment industries.
• Strong leadership skills, with a proven ability to manage cross-functional teams and work directly with both FOH and BOH departments.
• Experience managing inventory, people and labor, financial and sales performance for a high-volume operation.
• Availability to work weekends, evenings, holidays, and peak business periods.
• Managed large teams of 100+ people with a mix of exempt and non-exempt employees.
• Experience managing complex operations across people, financials, and process.
• Strong coaching skills and a bias toward action and accountability.
• Proven ability to manage through ambiguity and change.
• Tech-savvy with openness to using AI and digital tools to streamline and strengthen operations.
• Operational leadership grounded in data, logic, and clear metrics.
• Love for systems and building teams that thrive within them.
• Ability to problem-solve in real-time, stepping into operational roles as needed.
• Strong communication skills, with a proven ability to collaborate across departments.
• Proficient and a quick ability to learn technology, including inventory management systems, labor scheduling software, and POS systems.

Skills

• Leadership
• Team Management
• Operational Excellence
• Inventory Management
• Labor Management
• Financial Management
• Sales Performance Optimization
• Guest Experience Enhancement
• Problem-Solving
• Communication
• Collaboration
• Technology Proficiency
• Data Analysis
• Coaching
• Adaptability

Location

• N/A

Work Type

• Full-time

Experience Level

• Tenured
• 5+ years

Salary/Compensations

• $140,000 - $155,000 USD

Benefits

• Competitive pay and annual bonus
• Vision, dental, and healthcare benefits
• Employee assistance program
• 401K and retirement plans
• Stock options
• Paid time off
• Additional week off and monetary stipend after five years of employment
• Annual pinkball event
• Break room snacks and unlimited ice cream
• 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

About the Company

• 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.

Equal Opportunity

• 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.