Assistant General Manager

About Us

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.

The Flavor Profile

Museum of Ice Cream is seeking an ambitious and thoughtful Assistant General Manager to lead a team of joy ambassadors, performers, actors, and food lovers. Serving as the General Manager’s right-hand leader, the AGM role takes a broad perspective on team performance, operations, and culture, and pride in delivering memorable guest experiences and maintaining seamless day-to-day operations.

This role is responsible for driving team success across multiple shifts by mentoring and empowering team members, ensuring priorities are executed effectively, and holding individuals accountable for results. With increased decision-making autonomy, the right candidate can navigate complex resource and people management, overseeing hiring, separations, and HR operations while ensuring compliance with company policies, legal requirements, and payroll procedures. Additionally, the role involves mentoring Floor Managers and the Facilities Manager, developing their leadership skills, and driving continuous improvement in team performance and operational processes.

Your Day-to-Day:

Daily Operations & Leadership

• Run the floor” during service, i.e. lead a team of Floor Managers, Show& Service, and Maintenance individual contributors across multiple shifts to support all management staff.
• Support the hiring, training, and ongoing professional development of Service and Show Team members
• Provide support and leadership presence at Museum across all dayparts and weekends as needed, including as a Manager on Duty as needed
• Provide on-site coordination for HR operations and tasks including areas such as timeclock entry, labor scheduling and optimization, wage and benefits administration, and labor regulation compliances
• Execute daily reports and managing employee performance
• Completing incident reports and responding to guest complaints quickly and on time throughout daily operations
• Facilitate and support trainings and other professional development opportunities for site employees
• Coordinate with General Manager in preparing the space for trainings, special events and additional promotional events
• Monitor operating efficiency on a weekly basis by assessing costs and analyzing any unwarranted movement

Guest Experience & Profitability

• Monitor guest satisfaction, collecting feedback to continuously improve service standards, cleanliness, and overall guest experience
• Enforce safety and compliance protocols of employees and guests, assisting in the maintenance of proper emergency and security procedures
• Deliver feedback to Service and Show Team members to maintain high standards of brand and experience
• Ensure scripts and operations manuals are consistent and up to date
• Communicate and contribute to sales goals aligned with company targets and seasonal changes
• Work with the HQ Operations team to implement monthly, quarterly and yearly business plans and reporting
• Identify, own and manage strategic opportunities for continuous improvement in the guest experience
• In partnership with the General Manager, communicate and execute organizational goals within daily site operations

Requirements

Necessities

• 3+ years experience managing operations, including experiential/museum based operations, food and beverage, and shop.
• 3+ years leadership experience managing cross-trained teams.
• Experience working in high-volume, fast-paced environments.
• Knowledge of basic accounting and finance principles.
• Experience with POS and inventory systems, Messaging Systems, Google Suite, and ADP Time and Attendance.
• You have the following certifications: Food Handler / ServeSafe and TIPS (or equivalent alcohol training).
• Ability to travel up to 25% of the time.
• Available days, nights, weekends and holidays.

Nice-to-Haves:

• Great interpersonal and communication skills
• Public speaking and facilitation skills
• Project