Chief Operating Officer

About the Opportunity

Museum of Ice Cream is a category-defining experiential entertainment company built around joy, nostalgia, and play. In under ten years, the brand has expanded to 13 locations across the United States and Singapore, welcomed millions of guests, and is preparing for further growth. This opening is for a Chief Operating Officer who can help the company scale while preserving the energy, creativity, and culture that define the experience.

This is a builder-focused leadership role rather than a maintenance role. The COO will act as the CEO’s closest strategic partner, turning ambitious creative direction into reliable execution across operations, people, finance, marketing, production, technology, construction, and guest experience. The ideal leader brings structure without excessive process, strengthens accountability without limiting innovation, and understands how to align teams in a founder-led, fast-moving environment.

The role is designed for someone who can support expansion, improve organizational discipline, and help create the systems and leadership alignment needed for the brand’s next phase of growth.

Role Summary

Reporting to the CEO, the Chief Operating Officer will help connect strategy and execution across the organization. The position requires close collaboration with teams spanning operations, finance, people, marketing, production, construction, technology, creative, and guest experience to ensure the business functions as a unified whole. The COO will strengthen operating structure, communication, performance expectations, and organizational coordination so the company can scale effectively while protecting the hospitality, creativity, and culture that define the guest experience.

This role calls for an integrator who has already supported growth through stronger alignment, better execution, and improved effectiveness across both headquarters and field teams.

Responsibilities

• Act as a trusted strategic partner to the CEO and help convert founder vision into scalable execution.
• Build stronger leadership alignment, communication, accountability, and operating routines across the business.
• Coordinate priorities and execution across all major functions, including operations, finance, people, marketing, production, construction, technology, creative, and guest experience.
• Set and reinforce operating cadences and accountability systems that improve follow-through and results.
• Strengthen collaboration between headquarters teams and field operations.
• Align commercial strategy, operational priorities, and organizational planning.
• Use business intelligence, analytics, and cross-functional coordination to improve planning and decision-making.
• Support resource allocation, prioritization, and clearer organizational focus.
• Help maintain consistency, hospitality standards, and operational scalability across current and future locations.
• Partner with operational leaders to improve systems, training, and process design.
• Enhance internal infrastructure, workflows, communication channels, and decision-making frameworks.
• Support new market launches, flagship openings, and other growth initiatives.
• Develop practical launch playbooks and readiness frameworks for expansion.
• Promote leadership development, succession planning, accountability, collaboration, and ownership across the organization.

Requirements

• Demonstrated success helping fast-growing organizations scale through operational excellence and cross-functional leadership.
• At least 10 years of experience leading consumer-facing, hospitality, experiential, retail, entertainment, or similarly dynamic businesses.
• Background working in founder-led and high-growth environments.
• Strong commercial and operational understanding across operations, people, finance, marketing, and organizational planning.
• Proven ability to improve organizational effectiveness, communication, and execution.
• Experience designing scalable systems, processes, and operating structures.
• Ability to partner closely with a founder or CEO in a highly collaborative way.
• Leadership experience across both headquarters and field-based teams.
• Willingness to travel up to 50% of the time.
• Strong communication, relationship-building, and leadership influence skills.
• Ability to balance strategic thinking with hands-on execution in a fast-paced setting.
• Candidate must be based in a city where MOIC has a presence: New York City, Los Angeles, Las Vegas, Chicago, Miami, or Boston.

Success Metrics

• Dollar customer spend increases by 10% year over year and same-store sales goals are achieved.
• Net Promoter Score and online review scores improve to target levels.
• Leadership teams and business functions stay well aligned and communicate effectively.
• Operating rhythms and accountability structures lead to stronger execution.
• Systems and processes are built to support continued company growth.
• New market launches and enterprise initiatives are delivered successfully.
• Operational performance and guest experience remain consistent across locations.
• Cross-functional coordination and overall organizational effectiveness improve.
• A high-performing culture is reinforced through collaboration, accountability, and ownership.
• The CEO, leadership team, and broader organization maintain strong alignment.

Compensation and Benefits

The compensation package is competitive and includes a base salary, management bonus opportunity, and comprehensive benefits.

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

Equal Opportunity

Museum of Ice Cream is an equal opportunity employer and values diversity. Employment decisions are made without regard to 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.