Museum of Ice Cream

Operates ticketed, immersive ice cream attractions.

General Manager

Business & StrategyPosted on Nov 13

Full-timeNew York, NY, USA

About the Job

Requirements

At least 7 years of progressive leadership experience in high-volume hospitality, such as hotels, restaurant groups, theme parks, live entertainment, experiential venues, or luxury retail.
At least 3 years as the top leader of a high-volume site or business unit with full profit-and-loss ownership.
A track record of building management teams, including managers hired or developed who were promoted, and underperformers moved out.
Demonstrated experience turning around a site or business line that was missing targets, with measurable results.
Experience running a site to company-wide standards and policies in a multi-unit organization.
Hands-on experience controlling labor, cost of goods, inventory, waste, and shrink.
Food and beverage operations experience, including food safety and alcohol service.
Comfort with point-of-sale, inventory, scheduling, and timekeeping systems, plus Google Workspace and Excel or Sheets.
ServSafe Manager and TIPS (or equivalent) certifications, or ability to obtain them within 30 days.
Availability to work nights, weekends, and holidays.
Ability to read profit-and-loss statements, explain material budget variances, forecast revenue and labor, and prepare recovery plans.
Ability to own site schedules, labor planning, payroll accuracy, and compliance with wage-and-hour law and company policies.
Ability to manage inventory counts, reconcile variances, and control receiving, storage, portioning, and cash handling.
Ability to operate within approved headcount, budgets, company brand and service standards, and People policies.

Responsibilities

Own site results, including people, profit and loss, operations, and guest-facing experience, in partnership with the Regional Director of Operations.
Make day-to-day site decisions within the agreed plan, budget, and standards, and drive changes in the site's best interest.
Lead hiring, promotion, and performance for the site team, including managers, in partnership with the Regional Director of Operations and People Team.
Oversee daily show, service, food and beverage, retail, events, and facilities and maintenance operations.
Run the site to company brand, show, service, and People standards, and address shortfalls.
Create an annual site plan and corrective plans when the site is off target.
Hire, develop, and hold accountable assistant general managers, facilities leaders, and managers on duty so they can run the floor independently.
Set expectations for managers, coach them weekly, document performance, and partner with the People Team on underperformance plans and timelines.
Develop a pipeline of Leads and Ambassadors for future manager roles and hold managers accountable for their teams.
Partner with Learning & Development to ensure team members are trained and certified to the required standard.
Drive retention and engagement through culture, recognition, and growth paths; lead change rollouts with the team.
Read the profit-and-loss statement weekly, explain material budget variances, and present recovery plans to the Regional Director of Operations when needed.
Forecast weekly revenue and labor, staff to demand, and manage labor as a percentage of revenue daily.
Grow per-capita revenue across admissions, food and beverage, retail, private events, and add-ons; lead the team in sales.
Reduce product waste, over-preparation, comps, voids, overtime, and unused vendor spend.
Manage controllable expenses and vendors against budget and partner with Finance on the annual budget and site commitments.
Run daily pre-shift meetings, weekly management meetings and scorecard reviews, and monthly business reviews.
Own site health scorecard results and close performance gaps with an assigned owner and date.
Ensure opening, closing, station, and quiet-time checklists are followed and audited; improve processes when needed.
Lead inventory and ordering discipline, including par levels, counts, receiving, first-in-first-out storage, and reordering.
Maintain a preventive facilities and maintenance plan.
Own site safety, sanitation, and compliance, including health inspections, food safety, alcohol service, OSHA, and incident documentation.
Identify and redesign inefficiencies in labor deployment, workflow, and layout.
Use point-of-sale, labor, inventory, and guest-feedback data to make decisions and teach managers to do the same.
Coach hospitality on the floor and in the moment; maintain performance energy, scripts, room resets, cleanliness, treat quality, and visual standards.
Walk the museum daily as a guest and correct issues before they affect guests.
Monitor reviews, NPS, and complaints and convert feedback into specific fixes with owners.
Deliver VIP, private-event, and partnership experiences.
Partner with Creative and Marketing on new rooms, seasonal moments, and activations, ensuring they are implemented as designed.

Desired Qualifications

At least $10 million in annual revenue experience.
Experience opening a new site or leading a site through a major change.
Background in an immersive, theatrical, or show-driven environment.
A degree in hospitality, business, or a related field.

General Manager

Museum of Ice Cream · New York, United States · Full-time · Posted 2026-11-13

Salary: USD 130,000–150,000

Workplace: on_site

Description

LOCATION: New York, NY (SoHo), on site. Nights, weekends and holidays expected

DEPARTMENT: Operations, Site

REPORTS TO: Regional Director of Operations

DIRECT REPORTS: Assistant General Manager(s), Facilities & Maintenance, Food & Beverage and Retail, and through them the full site team

KEY PARTNERS: Brand Standards & Excellence, Learning & Development, People (HR), Finance, Marketing, Creative, Supply Chain, Retail and F&B

EMPLOYMENT: Full-time, exempt

COMPENSATION: $130,000 to $150,000 base, plus annual bonus and stock options

WHO WE ARE

Museum of Ice Cream is an inclusive & immersive brand, designed to captivate your sweetest fantasy and sugar-filled daydreams online and IRL. At Museum of Ice Cream, we invite you to believe in the magic of creativity, to remind you that inclusive spaces do exist, and to show you that childlike wonder is worth savoring. In our world, ice cream is the agent of change and the vehicle to ignite the creative spirit that lives in all of us.

Fueled by the power of imagination, MOIC is a universe of possibilities with tons of room for you to explore.

ABOUT THE ROLE

We are looking for a General Manager who runs the museum with an owner's mindset. You are accountable for your site's results, in partnership with your Regional Director of Operations: its people, its P&L, its operations and the quality of the show every guest sees.

Our sites run a lean management model. A small core leadership team leads a team of Ambassadors, Leads and flexible support. That means fewer managers on site, and each one has to be excellent. Your job is to build that team, set the bar, and hold it.

This role is for someone who has already done it. You know what great hospitality looks like without being taught. You read a P&L and know what to fix by Friday. You will not let a broken show moment, a sloppy handoff or an underperforming manager slide, even when it is uncomfortable to say so.

Our brand standards, show standards and People policies are the same at every museum. Your job is to deliver them without exception.

WHAT YOU OWN

You make the day-to-day calls for your site, within the plan, budget and standards set with your Regional Director of Operations, and drive change in its best interest. Your Regional Director of Operations provides multi-site oversight, audits and coaching, and steps in for support when needed.

Site P&L: Revenue, labor, cost of goods, retail inventory, shrink, waste and controllable expenses
Site team: Lead hiring, promotion and performance for your site team, including managers, within approved headcount and in partnership with your Regional Director of Operations and People Team
Daily operations: Show, Service, F&B, retail, events and Facilities & Maintenance
Standards: Running your site to company brand, show and service standards and People policies, and acting when your team falls short.
Business plan: An annual site plan, plus a corrective plan any time the site is off target

You partner with central teams (People, Finance, Marketing, Creative, Supply Chain, Facilities, Brand Standards & Excellence, Learning & Development) and use them as resources.

PEOPLE: BUILD A TEAM OF LEADERS

Your success is measured by the strength of the leaders you develop and grow.

Hire, develop and hold accountable a lean management team (AGMs, Facilities, Managers on Duty) that can run the floor without you
Set clear expectations for every manager, coach weekly, and document performance
Act quickly on underperformance with a clear plan and timeline, partnering with our People Team. You hold the highest standards for your team.
Build a bench: identify and develop Leads and Ambassadors into future managers so the site is never one resignation away from a gap
Hold managers accountable for holding their teams accountable. A standard ignored by a manager is a manager problem
Partner with Learning & Development so every team member is trained and certified on the standard
Own site schedules, labor planning and payroll accuracy, and stay compliant with wage and hour law and company People policies
Drive retention and engagement (eNPS, turnover, internal promotion rate) through culture, recognition and real growth paths
Lead change: roll out new processes and structures with your team bought in, not worked around

PROFIT: RUN IT LIKE YOUR BUSINESS

You own the site P&L and you know where every dollar goes.

Read the P&L weekly and explain every material variance to budget without being asked
When the site is off target, build and present a recovery plan to your Regional Director of Operations: the gap, the levers, the owner, the date
Forecast revenue and labor weekly, and staff to demand. Labor as a percent of revenue is a number you manage daily
Grow per-capita revenue across admissions, F&B, retail, private events and add-ons. You lead the team in sales, not just track it
Find and eliminate waste: product waste, over-prep, comps, voids, overtime and unused vendor spend
Control shrinkage: run inventory counts, reconcile variances, and fix root causes in receiving, storage, portioning and cash handling
Manage controllable expenses and vendors against budget, and push back on spend that does not pay back
Partner with Finance on the annual budget and own the site's commitments in it

PROCESS: MAKE IT RUN WITHOUT YOU

You build the systems that make excellence repeatable on every shift, not just the ones you work.

Run the site on a clear operating rhythm: daily pre-shift, weekly management meeting, weekly scorecard review, monthly business review
Own your site health scorecard results and close every gap with an owner and a date
Make sure opening, closing, station and quiet-time checklists are followed and audited, and fix the process when they are not
Lead inventory and ordering discipline: par levels, counts, receiving, FIFO, storage and reorder
Keep Facilities & Maintenance ahead of problems with a preventive maintenance plan, so guests never see a broken experience
Own safety, sanitation and compliance: health inspections, food safety, alcohol service, OSHA and incident documentation. No surprises on inspection day
Spot inefficiencies in labor deployment, workflow and layout, and redesign them
Use data (POS, labor, inventory, guest feedback) to make decisions, and teach your managers to do the same

PRODUCT: PROTECT THE SHOW

The guest experience is the product. You treat every room, every treat and every interaction as part of a show with no off nights.

Know what great hospitality looks like and coach it in the moment, on the floor, every day
Hold zero tolerance for show and brand standards falling short: performance energy, scripts, room resets, cleanliness, treat quality and visual standards
Walk the museum daily as a guest would, and fix what you see before a guest does
Hold managers and Ambassadors to the standard. When someone, including a manager, is not performing, you address it that day
Monitor guest satisfaction (reviews, NPS, complaints) and turn feedback into specific fixes with owners
Deliver VIP, private event and partnership experiences flawlessly
Partner with Creative and Marketing on new rooms, seasonal moments and activations, and make sure they land on the floor as designed

Museum of Ice Cream is an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable federal, state or local law.

Requirements

Must haves

7+ years of progressive leadership in high-volume hospitality: hotels, restaurant groups, theme parks, live entertainment, experiential or luxury retail
3+ years as the top leader of a high-volume site or business unit with full P&L ownership. $10M+ in annual revenue preferred
A track record of building management teams: managers you hired or developed who were promoted, and underperformers you moved out
Proof you have turned around a site or business line that was missing targets, with numbers to show it
Experience running a site to company-wide standards and policies in a multi-unit organization
Hands-on experience controlling labor, cost of goods, inventory, waste and shrink
F&B operations experience, including food safety and alcohol service
Comfortable with POS, inventory, scheduling and timekeeping systems, plus Google Workspace and Excel or Sheets
ServSafe Manager and TIPS (or equivalent), or able to obtain within 30 days
Available to work nights, weekends and holidays, the times our guests visit

Nice to haves

Experience opening a new site or leading a site through a major change
A background in an immersive, theatrical or show-driven environment
Degree in hospitality, business or a related field

This is not the role for you if

You need a playbook for every decision
You prefer to keep the peace over holding the standard
You would rather write your own rules than run to the company standard
You manage the numbers from a back office instead of from the floor

Benefits

Medical, dental and vision insurance
401(k)
PTO, plus an additional week off and a stipend after five years
Pre-tax commuter account
Stock options
Annual Pink Ball (yes, it is pink-tie themed)
Unlimited ice cream and break room snacks
16 free museum tickets per year for friends and family, and free entry for you
50% off retail products

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About the Company

Museum of Ice Cream

Operates ticketed, immersive ice cream attractions.

Museum of Ice Cream runs immersive, ice cream–themed experiences in New York City and Singapore with ticketed admission, branded merchandise, and on-site food and beverage options. Visitors explore multi-sensory, interactive installations and can purchase tickets, merchandise, and enjoy ice cream and drinks; the venues are designed to be visually striking and social-media friendly. The brand differentiates itself with whimsical, photo-ready environments that combine attractions, retail, and food- and beverage offerings in a single experience. Its goal is to provide family-friendly, shareable experiences that attract both tourists and locals and generate revenue from admissions, merchandise, and on-site sales.

Company size: 501-1,000
Company stage: Series A
Total funding: $40M
Headquarters: New York City, New York
Founded: 2016

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