Flagship Operations Director

About Museum of Ice Cream
Museum 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 Role
We’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 Responsibilities

Operational Leadership

• Own and operate MOIC’s largest, most complex, largest 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
  

Business Performance

• 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
  

Marketing & Brand Execution

• 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
  

Team & Culture Development

• 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
  

Strategic Integration

• 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
• Share learnings with other units to codify “flagship playbooks” for future openings
• Represent MOIC in the Las Vegas market as a leader and ambassador of the brand
  

Success Measures

• Guest experience scores (NPS, Google, Yelp) consistently at or above target
• Revenue and margin targets achieved or exceeded
• Team is high-performing, well-staffed, and culturally aligned
• Programming, events, and campaigns executed on time and on brand
• Systems and insights developed in Vegas are adopted company-wide

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

Ready 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.  

Benefits

• Medical, Dental, and Vision, benefits
• Stock options
• Paid time off 
• Annual Company Summit
• Annual Company Events 
• 50% off retail products
• Ability to advance within the organization