Chief Operating Officer

About the Role

Museum of Ice Cream is a global experiential entertainment brand built around joy, nostalgia, and play. The company has expanded quickly across the United States and Singapore and is now seeking a Chief Operating Officer to help it scale further while preserving the creative energy and guest experience that define the brand.

This is a builder-focused leadership role. The COO will work as the CEO’s closest strategic partner, turning vision into disciplined execution across operations, people, finance, marketing, production, technology, construction, creative, and guest experience. The ideal leader can introduce structure without stifling creativity, build accountability without slowing momentum, and create systems that work in both headquarters and field environments.

Applicants must be based in a city where Museum of Ice Cream has an operating presence: New York City, Los Angeles, Las Vegas, Chicago, Miami, or Boston. Although multiple listings may appear, this represents a single hiring need.

Role Overview

The Chief Operating Officer will help align the organization, strengthen execution, and ensure the business runs cohesively across functions. Reporting directly to the CEO, this person will connect strategy, people, operations, and delivery so the company can scale with consistency while protecting the hospitality, culture, and creativity that make the experience distinctive.

This role is intended for a senior operator who has supported growth and complexity by improving coordination, strengthening leadership alignment, and building operating discipline across both corporate and field teams.

Responsibilities

• Act as a trusted strategic partner to the CEO and extend founder-led direction into practical business execution.
• Create operating rhythms, communication practices, and accountability structures that keep leadership aligned.
• Unify priorities across the enterprise and support execution across all core business functions.
• Partner with teams in marketing, production, people, finance, operations, construction, technology, creative, and guest experience.
• Improve cross-functional coordination between headquarters and location-based teams.
• Help shape growth strategy, enterprise planning, and resource allocation.
• Use business insights, analytics, and planning tools to improve focus and execution.
• Support operational consistency, hospitality standards, and scalable performance across current and future markets.
• Strengthen systems, internal processes, workflows, and decision-making frameworks.
• Support technology enablement and operational infrastructure that improve efficiency and visibility.
• Partner on new market launches, flagship openings, and broader expansion initiatives.
• Develop launch readiness approaches, playbooks, and operational planning frameworks.
• Support leadership development, succession planning, culture-building, and organizational ownership.
• Help ensure the company scales without losing its creative ambition or service quality.

Requirements

• Demonstrated success helping high-growth businesses scale through strong execution and cross-functional leadership.
• At least 10 years of experience leading consumer-facing, hospitality, experiential, retail, entertainment, or similarly fast-moving businesses.
• Background working in founder-led and high-growth environments.
• Broad understanding of operations, people, finance, marketing, and organizational planning.
• Proven ability to improve communication, execution, and organizational effectiveness across teams.
• Experience designing scalable systems, processes, and operating structures.
• Strong ability to partner closely with a founder or CEO.
• Effective leadership across both headquarters and field operations.
• Willingness to travel up to 50% of the time.
• Excellent communication skills with strong relationship-building and leadership influence.
• Ability to pair strategic thinking with hands-on execution in a fast-paced setting.

Compensation and Benefits

The package is described as highly competitive and includes a base salary, management bonus opportunity, and a comprehensive benefits program.

• Competitive pay
• Annual bonus
• 401(k)
• Stock options
• Paid time off and sick leave
• Dental insurance
• Health insurance
• Vision insurance
• Additional perks such as Classpass, commuter discounts, an employee assistance program, and unlimited ice cream
• Employee development opportunities
• 16 free museum tickets each year for friends and family, plus free admission for the employee
• 50% discount on retail products

Success Measures

• Increase dollar customer spend by 10% year over year and meet same-store sales growth targets.
• Raise NPS and net review scores to the specified targets.
• Maintain strong alignment and communication across leadership and business functions.
• Establish clear operating rhythms and accountability systems that improve execution.
• Build scalable systems and processes that can support continued expansion.
• Execute new market launches and enterprise initiatives successfully.
• Deliver consistent operational performance and guest experience standards across locations.
• Improve cross-functional coordination and overall organizational effectiveness.
• Support a high-performing culture grounded in collaboration, accountability, and ownership.
• Strengthen alignment between the CEO, leadership team, and the broader organization.

Additional Information

Museum of Ice Cream is an equal opportunity employer. The company values diversity and does not discriminate on the basis of race, color, religion, sex, including pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable federal, state, or local law.