Chief Operating Officer

About the role

Museum of Ice Cream is looking for a Chief Operating Officer to help guide the company through its next stage of growth. MOIC is an experiential entertainment brand built around joy, nostalgia, and play, with 13 locations in the U.S. and Singapore and a growing global footprint. This is a senior builder role for a leader who can scale a founder-led business while preserving the creativity and guest experience that define the brand.

The COO will act as the CEO’s closest strategic partner, converting vision into clear execution across operations, people, finance, marketing, production, technology, construction, creative, and guest experience. The ideal leader knows how to bring structure, alignment, and accountability without creating unnecessary bureaucracy, and can support scale in both headquarters and field operations.

This position is open to candidates based in a city where MOIC already has a presence: New York City, Los Angeles, Las Vegas, Chicago, Miami, or Boston. Applicants should also be prepared to travel up to 50% of the time.

Role overview

Reporting directly to the CEO, this role is responsible for strengthening enterprise alignment, organizational effectiveness, and operational excellence across the company. The COO will help ensure that strategy, communication, leadership, and execution stay connected as the organization expands.

This is not a maintenance role; it is designed for someone who has helped high-growth consumer-facing businesses navigate complexity, build operating discipline, and create scalable systems that support long-term expansion.

What you will do

• Act as a trusted strategic partner to the CEO and help turn founder-led vision into repeatable business execution.
• Build stronger leadership alignment, communication, and accountability across the organization.
• Create operating routines and cadence that keep priorities clear and execution on track.
• Align work across operations, finance, people, marketing, production, construction, technology, creative, and guest experience.
• Strengthen collaboration between headquarters teams and field teams.
• Support enterprise planning, resource allocation, business intelligence, and cross-functional prioritization.
• Improve operational consistency, hospitality standards, and scalability across current and future markets.
• Enhance systems, workflows, internal processes, and decision-making structures to improve efficiency and visibility.
• Partner on new market launches, flagship openings, and broader growth initiatives.
• Develop launch playbooks and readiness frameworks that support disciplined expansion.
• Promote leadership development, succession planning, accountability, collaboration, and ownership.
• Help maintain a high-energy culture while enabling creative ambition and operational rigor to work together.

Success in this role

• Growth in customer spend by 10% year over year, supporting same-store sales targets.
• Improved NPS and net review scores to the target levels set by the company.
• Clearer alignment and stronger communication across leadership and business functions.
• Well-defined operating rhythms and accountability systems that improve execution.
• Scalable processes and infrastructure that support continued company growth.
• Effective delivery of new market launches and enterprise initiatives.
• Consistent operations and guest experience standards across locations.
• Better coordination across functions and stronger organizational performance.
• A culture grounded in collaboration, accountability, and ownership.
• Strong partnership between the CEO, leadership team, and the wider organization.

Requirements

• Demonstrated success helping high-growth companies 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, rapidly growing environments.
• Broad business understanding across operations, people, finance, marketing, and organizational planning.
• Proven ability to improve execution, communication, and organizational effectiveness across teams.
• Experience creating scalable systems, processes, and operating frameworks.
• Strong partnership style and comfort working closely with a founder or CEO.
• Ability to lead effectively across both headquarters and field-based organizations.
• Willingness and ability to travel up to 50% of the time.
• Excellent communication, relationship-building, and leadership influence skills.
• Ability to balance strategic thinking with hands-on problem solving in a fast-paced environment.

Compensation and benefits

The package for this role is described as highly competitive and includes base pay, a management bonus opportunity, and a comprehensive benefits program.

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

Additional information

Only one position is being filled, even if the role appears in multiple listings. Museum of Ice Cream is an equal opportunity employer and values diversity. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other legally protected status.

Eligibility

Applicants must be based in one of MOIC’s active markets: New York City, Los Angeles, Las Vegas, Chicago, Miami, or Boston. This role is best suited to senior operators with deep experience in scaling guest-facing businesses and leading across multiple functions.