Chief Operating Officer

Role overview

Museum of Ice Cream is looking for a Chief Operating Officer to help steer the company through its next stage of growth. The organization is an experiential entertainment brand built around joy, nostalgia, and play, with 13 locations across the U.S. and Singapore and continued expansion plans ahead. This is a hands-on builder role for a leader who can scale the business while protecting the creativity, hospitality, and culture that define the brand.

The COO will act as the CEO’s closest strategic partner and will connect strategy with execution across operations, people, finance, marketing, production, technology, construction, creative, and guest experience. The role requires someone who can bring structure and accountability to a founder-led, fast-moving environment without creating unnecessary bureaucracy.

This position is based in Chicago, IL, and the company requires the candidate to live in a city where it already has a presence: New York City, Los Angeles, Las Vegas, Chicago, Miami, or Boston.

What you will do

• Partner closely with the CEO as a trusted strategic advisor and help turn the founder’s vision into scalable business execution.
• Build leadership alignment, strengthen communication, and establish clear accountability across the organization.
• Set operating rhythms and cadences that support company-wide execution and growth.
• Coordinate priorities across marketing, production, people, finance, operations, construction, technology, creative, and guest experience.
• Improve cross-functional collaboration between headquarters teams and field teams.
• Align commercial goals, operating plans, and organizational planning to improve focus and resource use.
• Use business intelligence and analytics to support prioritization and execution.
• Help improve consistency, hospitality standards, training, systems, and processes across locations.
• Strengthen internal infrastructure, workflows, communication, and decision-making frameworks.
• Support new market launches, flagship openings, and other strategic growth initiatives.
• Develop scalable launch playbooks and operational readiness frameworks.
• Promote leadership development, succession planning, ownership, and a culture of accountability.
• Balance creative ambition with disciplined operational performance.

Success measures

• Higher customer spend per visit, with a target of 10% year-over-year growth and progress toward same-store sales goals.
• Improved guest satisfaction, including better NPS and review scores against set targets.
• Stronger communication and alignment among leadership and business functions.
• Clearer operating structures that improve follow-through and execution.
• Systems and processes that can support continued expansion.
• Effective delivery of new market launches and enterprise initiatives.
• Consistent operational and guest experience standards across all locations.
• Better coordination across functions and stronger organizational effectiveness.
• A high-performing culture rooted in collaboration, accountability, and ownership.
• Strong alignment between the CEO, leadership team, and the broader organization.

Compensation and benefits

The package includes a competitive base salary, management bonus potential, and a comprehensive benefits offering.

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

Location and availability requirements

This role is not open to candidates outside of MOIC’s active market cities. Applicants must be based in one of the following locations: New York City, Los Angeles, Las Vegas, Chicago, Miami, or Boston. The position also requires travel for up to 50% of the time.

Equal opportunity statement

Museum of Ice Cream is an equal opportunity employer and considers all qualified applicants without discrimination based on 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 law.