General Manager

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.

Who You Are:

As General Manager of our New York flagship, you are accountable for financial performance, guest experience, and team culture. This highly visible, on-site role requires active leadership during operating hours, including evenings, weekends, and peak periods. You will lead both Show/Front of House (FOH) and Service/Back of House (BOH) teams with operational expertise, emotional intelligence, and strategic focus, working closely with the AGM, Floor Managers, and Facilities Manager.

You own the full scope of unit operations — P&L initiatives, schedules, payroll, training, compliance, guest standards, and cultural health — while serving as the bridge between senior leadership and on-the-ground teams. As GM, you set the tone by leading on the floor, collaborating directly with staff and guests, driving strategic planning and execution, and holding teams accountable for results through strong decision-making, problem-solving, and change leadership.

This role requires both strategy and hands-on execution, balancing oversight with the ability to roll up your sleeves and handle the day-to-day challenges of a high-volume, guest-facing business. This includes stepping in to support shifts, weekends and floor management. Your leadership will also be key in driving guest, employee and financial success and operational efficiency.

Your Day-to-Day:

PEOPLE & TEAM LEADERSHIP

Consistently inspire and empower managers and teams to deliver exceptional guest experiences and a seamless operation, also ensuring that they have the tools and resources to succeed.

Display leadership by actively working the floor alongside FOH and BOH teams to ensure smooth guest flow, adequate staffing, and high service levels.

Make sound business decisions for labor and staffing needs, as well as resolve operational challenges across FOH and BOH teams, ensuring real-time coordination and adequate resources to meet business demands.

Champion the museum’s culture and values, using employee voice feedback to foster a positive work environment and ensure all team members embody our mission in guest and peer interactions.

Actively cultivate our feedback and growth culture by ensuring team members are supported in their professional growth and operational responsibilities.

Lead daily syncs and weekly meetings with your management team to assess operational challenges, plan for peak periods or special events, and ensure that both teams are aligned on priorities.

Ensure quick, effective communication between FOH and BOH during shifts, stepping in when necessary to resolve real-time operational issues such as cleanliness, supply shortages, or food prep.

FINANCIAL MANAGEMENT & STRATEGY

Ensure that the location meets its financial targets, including sales, programming, inventory, operating and margin goals, collaborating with your peers, as well as the FOH and BOH teams to drive revenue and control costs.

Work closely with the FOH and BOH Managers to optimize labor by ensuring that staffing levels are aligned with operational needs, especially during peak periods.

Analyze guest flow and operational data to identify trends, adjusting inventory levels, staffing strategies, and operational plans to improve efficiency and guest experience.

Partner with the Finance and Sales teams to prepare and review financial reports, ensuring alignment between operational performance and financial targets.

OPERATIONAL MANAGEMENT

Oversee inventory levels in partnership with your management team, ensuring that supplies (F&B, retail, service elements) are adjusted based on guest flow, seasonal needs, and upcoming events.

Work closely with your management team to ensure that daily operational needs, including ticketing, guest flow, facilities maintenance and service standards, are consistently met.

Collaborate with your management team to ensure that cross-departmental resource management (supplies, staffing) are streamlined and efficient.

Ensure that inventory control is maintained, with a focus on minimizing waste, optimizing stock levels, and ensuring the timely ordering of supplies.

EVENT & HIGH-VOLUME PERIOD MANAGEMENT

Provide real-time guidance during high-traffic periods or unexpected operational challenges, working closely with both FOH and BOH Managers to resolve issues quickly and efficiently.

Collaborate with your management team to ensure that the team is well-prepared for special events, seasonal peaks, and high-traffic periods, adjusting staffing and inventory levels accordingly.

Ensure that the Guest Operations Support team (cleaning and food prep) is responsive to real-time needs, coordinating with the BOH Manager to handle cleanliness, food prep, and supply shortages during shifts.

Coordinate with the management team to ensure that additional guest flow and event-related operational demands are met, including staffing and resource allocation.

Serve as a primary point of contact for special events, ensuring that both FOH and BOH teams are aligned on responsibilities and timelines.

GUEST EXPERIENCE OVERSIGHT

Utilize data and guest feedback to monitor satisfaction, collaborating with your management team to implement improvements in service delivery, cleanliness, and food prep standards.

Ensure that guest-facing areas are maintained to the highest standards, coordinating with FOH and BOH teams to address any issues impacting the guest experience.

Partner with your management team to develop and maintain operational procedures that support a 10/10 guest experience, including ticketing, queue management, and service delivery.

Requirements

• The Necessities
• 5+ years of management experience in a physical consumer-facing environment.
• 5+ years leadership experience managing an entire business unit or site.
• Strong leadership skills, with a proven ability to manage cross-functional teams and work directly with both FOH and BOH departments to ensure operational excellence.
• Prior direct oversight over 100+ exempt/non-exempt employees.
• Experience managing inventory, people and labor, financial and sales performance for a high-volume operation, with a focus on optimizing efficiency while delivering exceptional guest experiences.
• Advanced knowledge of accounting and finance principles.
• Experience managing complex operations across people, financials, and processes.
• Experience with POS and inventory systems, internal messaging systems, Google Suite, and ADP Time and Attendance.
• Food Handler / ServeSafe and TIPS (or equivalent alcohol training) certifications.
• Availability to work weekends, evenings, holidays, and peak business periods.
• The Nice-to-Haves: Strong leadership skills, with a proven ability to manage cross-functional teams and work directly with both FOH and BOH departments to ensure operational excellence.
• Strong coaching skills with a bias toward action and accountability.
• Ability to problem-solve in real-time, stepping into operational roles as needed to ensure smooth shift execution during peak periods or special events.
• Strong communication skills, with a proven ability to collaborate across departments and lead both strategic planning and hands-on operational execution.
• Proficient and a quick ability to learn technology, including inventory management systems, labor scheduling software, and POS systems.
• Bilingual (English/Spanish) communication skills preferred.

The salary range for this role is $115,000 - $125,000 USD dependent on experience, as well as an annual bonus and options.