Chief Operating Officer

About the client

Village Ice Cream is a Calgary-based premium ice cream company that has been independently owned since 2012. The business runs six locations and employs about 125 people across some of the city’s most active neighbourhoods. Each store makes its own ice cream on site, which helps maintain a consistently high-quality product and a memorable customer experience.

Its shops are intentionally built as neighbourhood hubs — places where families gather, neighbours connect, and community groups stop in after activities. Over the years, the company has developed strong local relationships through partnerships, charitable work, and a loyal customer community.

The business is profitable and growing steadily, with a well-known brand in Calgary. Rather than chasing growth for its own sake, the focus is on creating a lasting company with strong operations, a respected brand, and long-term relevance in the communities it serves.

The opportunity

Village is looking for a Chief Operating Officer to take full ownership of the company’s day-to-day operations. This is a rare chance to lead operations for a respected local brand that combines the complexity of multi-location retail and production with the opportunity to build something meaningful in the community.

The Founder, who internally serves as the Visionary, will continue to guide brand direction, product development, long-range planning, and overall vision. The COO, acting as the Integrator, will own the operational side of the business: leading the leadership group, driving execution across all locations, managing financial outcomes, and creating the systems and culture needed to deliver strong quality and hospitality consistently. A major part of the role is developing leaders so the team becomes more capable, accountable, and effective over time.

The company follows the Entrepreneurial Operating System (EOS). Prior experience with EOS is useful but not mandatory. Over the coming years, the business plans to expand further within Calgary in a measured and intentional way, while protecting the quality, culture, and community connection that define the brand.

Role scope

The COO reports directly to the Founder and is accountable for overall daily performance across all locations and the systems that support them.

The role has four direct reports: Head Chef, Head of Customer Experience, Head of Marketing, and Head of People & Culture. The Finance & Administration Manager handles timely financial reporting, payroll, and administrative duties, and reports to the Founder. Even so, the COO remains ultimately responsible for the business’s financial performance.

Key responsibilities

• Lead the leadership team, support execution, and ensure accountability for results.
• Set clear expectations and make sure commitments are followed through consistently across the business.
• Coach and develop leaders so their capability and accountability continue to grow.
• Build alignment and cooperation between departments and across all locations.
• Maintain strong operational consistency and high execution standards company-wide.
• Make sure each department is working effectively and in line with business priorities.
• Spot operational issues, inefficiencies, and opportunities to improve performance.
• Strengthen internal systems and communication across the organization.
• Own responsibility for labour performance, cost control, and location-level profitability.
• Lead budgeting, forecasting, and operational planning with department leaders.
• Use financial and operational data to inform decisions and direct resources wisely.
• Run the business’s operating cadence, including meetings, priorities, reporting, and cross-functional coordination.
• Drive improvements that enhance quality, efficiency, customer experience, and employee experience.
• Help shape a more scalable, disciplined, and effective operating model over time.

Candidate profile

This role suits an experienced operator who is ready to move into a senior leadership position and take complete responsibility for the operations of a growing business.

The ideal background includes 8 to 12 years of experience in operations, with increasing responsibility in roles such as General Manager, Director of Operations, or similar positions. The person should have clear experience leading teams, managing operational performance, and owning outcomes in a live business environment.

Experience in multi-location businesses or consumer-facing operations is beneficial, though not essential. Candidates from a variety of industries are welcome, provided they bring strong operational discipline and people leadership.

This is not a maintenance-focused role. It is intended for someone energized by accountability and motivated to improve a business in a meaningful, lasting way.

The right person will be highly organized, detail-aware, and operationally strong, with the ability to bring structure without creating unnecessary bureaucracy.

They should be comfortable in a founder-led environment where expectations are high and the work is hands-on. They must be able to work independently, make decisions, and own the results.

Strong people leadership is essential, including the ability to have direct conversations, hold others accountable, and support professional growth.

This is a long-term opportunity for someone who wants to build something meaningful over time and sees Calgary as the place to do it.

Compensation and location

Compensation will be discussed directly with shortlisted candidates and will be competitive for Calgary and for the scale of the business.

The position is based on-site at the company’s Head Office in Calgary.

Hiring process

Selected candidates can expect a structured hiring process that includes conversations with the Founder and members of the leadership team, followed by reference checks.

Additional information

Applicants must be legally entitled to work in Canada, including holding any required work permits. The recruitment process is intended to be fair and efficient, and candidates from all backgrounds, experiences, and perspectives are encouraged to apply.

The recruitment services connected with this opportunity are provided at no cost to job seekers.