Director of Operations – Multi-Unit Food & Retail

PERSONE NYC; New York (NY); Hybrid; USD 130,000 - 160,000; Full time

Job summary

PERSONE NYC is seeking a Director of Operations to lead four NYC retail locations and a 7,000-square-foot Brooklyn commissary. You’ll own daily operations, mentor managers, and drive hospitality and profitability across seasons.

You’ll partner with the CEO on pricing, revenue strategy, and growth initiatives, including events, catering, and pop-ups. This entrepreneurial role offers potential path to COO for the right leader.

Qualifications

• Experience leading multi-unit food/retail operations.
• Proven ability to manage P&L and drive profitability.
• Strong leadership and people development skills.

Responsibilities

• Oversee daily operations across four NYC retail locations.
• Lead, mentor, and develop store managers and their teams.
• Improve labor productivity, inventory, planning, and profitability.
• Develop events, catering, partnerships, and seasonal pop-ups.
• Align production facility with retail and events for efficient operations.

Job description

Multi-Unit Food, Retail & Production | NYC

Location: Brooklyn, NYC — Based at a 7,000-square-foot commissary and production facility in Brooklyn, with regular visits to our +6 NYC retail locations

Compensation: $130K-$160K base salary, depending on experience, plus a competitive performance bonus based on company metrics (details discussed during the interview process)

Schedule: Seasonally driven. Spring and summer are the busiest periods, requiring greater flexibility and weekend availability for unexpected operational needs or emergencies. Fall and winter offer a lighter operating rhythm.

Interviewing: Immediately

Start Date: As soon as possible or by January 2027, depending on candidate availability and notice period

Career Opportunity: Potential path to Chief Operating Officer (COO)

An Exciting Opportunity for an Entrepreneurial Leader Who Loves Hospitality, People & Building Businesses!

PERSONE NYC is partnering with an established, financially strong, and well-loved New York City food and hospitality brand to find an exceptional Director of Operations ready to help take the company into its most exciting chapter yet!

With +6 retail locations, a 7,000-square-foot commissary and production kitchen in Brooklyn, and a loyal customer following, this independent company has built a successful business rooted in quality, creativity, hospitality, and a strong team culture.

Now, the company is looking for a dynamic, entrepreneurial, and commercially minded operations leader who can help unlock its full potential.

This is not a traditional corporate operations position.

We're looking for someone who genuinely enjoys building businesses, developing people, creating memorable customer experiences, and finding new opportunities to grow.

Someone who gets excited about improving an existing operation, developing a talented team, launching a creative seasonal pop-up, expanding an events business, or finding a smarter way to deliver exceptional hospitality.

You’ll work closely with the CEO, take real ownership of daily operations and financial performance, and play an instrumental role in shaping the company’s future.

For the right person, this is an opportunity to grow into a COO position while helping an established NYC brand achieve its best years yet.

The Opportunity: Lead the Business, Inspire the Team, Drive Growth

As Director of Operations, you’ll oversee four NYC retail locations and the company 7,000-square-foot Brooklyn commissary and production facility, where you’ll be based.

You’ll lead experienced managers across retail, production, and events while ensuring that the business operates efficiently, profitably, and with exceptional hospitality.

The business is highly seasonal, with the team growing to approximately 100 employees during peak season.

You’ll be responsible for creating the systems, leadership structure, and operational discipline needed to support that growth while maintaining an outstanding customer experience and a positive workplace culture.

Your success will be built around four priorities:

1. Run a Great Business — Profitably

Own operational performance and the full company P&L, working collaboratively with the CEO on pricing, revenue strategy, and business priorities.

Improve labor efficiency, COGS, inventory, production planning, logistics, and overall profitability without compromising product quality or hospitality.

2. Build on an Already Strong Company Culture

The company has established a healthy, collaborative culture and an experienced management team.

Your role is to strengthen what's already working, develop leaders, support employees, and create an environment where people feel motivated, respected, and proud of their work.

3. Make Customer Experience a Competitive Advantage

Bring genuine passion for hospitality, service, and guest engagement.

Help teams deliver memorable experiences, improve service consistency, develop a customer-focused sales culture, and build stronger relationships with the communities they serve.

4. Think Like an Entrepreneur — Create New Opportunities

Don’t just maintain the business. Help grow it!

Develop events and catering sales, identify creative partnerships, execute seasonal pop-ups, test new ideas, and turn promising opportunities into sustainable revenue and profit.

What You’ll Be DoingMulti-Unit Retail Operations & Hospitality

• Oversee daily operations and performance across four NYC retail locations.
• Lead, mentor, and develop store managers and their teams.
• Maintain an active presence in the stores, supporting employees and connecting with customers.
• Elevate hospitality standards, service consistency, and the overall customer journey.
• Improve staffing, scheduling, labor productivity, and operational efficiency.
• Strengthen store-level financial performance and accountability.
• Encourage a positive, customer-focused sales culture, including appropriate upselling and cross-selling.
• Ensure consistent standards for quality, cleanliness, presentation, and guest satisfaction.

People and culture are central to this opportunity.

• Build on an already-established, healthy, and collaborative company culture.
• Support and develop experienced managers across retail, production, and events.
• Create clear expectations, accountability, and strong communication.
• Inspire teams through hands-on, approachable, and supportive leadership.
• Strengthen training, employee engagement, retention, and professional development.
• Encourage initiative, ownership, and creative thinking at every level.
• Develop a management structure that empowers leaders to make decisions and solve problems independently.

Production, Commissary & Operational Systems

• Oversee operational coordination between the 7,000-square-foot Industry City production facility and the company’s retail locations.
• Partner closely with the existing production leadership team.
• Improve production forecasting, seasonal planning, and operational efficiency.
• Strengthen inventory management, purchasing, ordering, and waste reduction.
• Ensure production capacity aligns with retail demand, events, and seasonal growth.
• Improve logistics, distribution, and communication between departments.

  Financial Performance & P&L Ownership

  • Take ownership of the company’s overall operational P&L performance.
  • Work collaboratively with the CEO on pricing, revenue strategy, budgets, and business priorities.
  • Manage labor, COGS, production expenses, inventory, and operating margins.
  • Identify opportunities to increase profitability through operational improvements.
  • Establish clear financial reporting, forecasting, and performance metrics.
  • Make commercially sound decisions that balance growth, customer experience, and sustainable profitability.

  Events, Catering & Creative Business Development

  This is where your entrepreneurial mindset will really shine!

  • Help develop and grow the company’s events and catering business.
  • Identify opportunities for corporate events, private celebrations, off-site activations, and partnerships.
  • Explore creative ways to increase revenue through the existing retail footprint.
  • Plan and execute seasonal pop-ups and other low-capital growth initiatives.
  • Manage the operational details, including vendors, permits, staffing, logistics, production, and profitability.
  • Test new ideas, measure results, and refine successful initiatives.
  • Collaborate with the CEO to translate creative ideas and revenue strategies into practical execution.

  Seasonal Growth, Schedule & High-Volume Operations

  This is a seasonal business, and understanding its rhythm is essential to succeeding in this role.

  Spring and summer are the most demanding and commercially important periods of the year. During peak season, the team expands to approximately 100 employees, with significant increases in production, staffing, logistics, and customer demand.

  The Director of Operations will be responsible for leading the entire spring-to-summer ramp, including:

  • Planning seasonal hiring, staffing levels, and workforce deployment.
  • Preparing production capacity, inventory, and distribution for peak demand.
  • Ensuring retail teams are ready to deliver exceptional service during the busiest months.
  • Coordinating logistics, operational readiness, and seasonal activations.
  • Maintaining efficiency, profitability, and team morale during high-volume periods.
  • Remaining available to support unexpected operational issues and weekend emergencies when needed.

  Spring and summer require a more intensive, hands-on schedule, including flexibility for weekends and unforeseen operational needs. This is when the year's success is largely determined.

  Fall and winter offer a lighter operating rhythm, providing more room for strategic planning, team development, process improvements, and preparation for the following season.

  We’re looking for someone who understands and enjoys this seasonal balance and knows how to lead a business through both high-intensity and quieter operating periods.

  Who We’re Looking For

  We’re much more interested in what you’ve accomplished, how you lead, and what excites you than in your current job title.

  You may currently be a Director of Operations, VP of Operations, Head of Operations, Regional Operations Leader, or an experienced multi‑unit operator ready to take on broader responsibility.

  What You Must Bring

  You think like a business owner. You identify opportunities, take initiative, test ideas, and enjoy building something better. You’re comfortable making decisions and taking calculated risks.

  Genuine Passion for Hospitality & Customer Experience

  You care deeply about how customers feel when they visit. You understand that great hospitality, engaged employees, and memorable experiences are essential to long‑term success.

  You’ve owned meaningful financial responsibility, including labor, COGS, operating margins, and profitability, and can demonstrate measurable improvements you’ve delivered.

  Hands‑On, Practical Leadership

  You thrive in smaller, entrepreneurial organizations. You’re equally comfortable reviewing financial reports, coaching a manager, visiting a store, or solving an urgent operational issue.

  People Development & Healthy Culture

  You know how to lead experienced managers, build trust, motivate teams, and strengthen an existing company culture without unnecessary disruption.

  A Builder's Mindset

  You enjoy creating systems, improving processes, launching initiatives, and turning business opportunities into results rather than simply maintaining the status quo.

  Experience That Will Make You Stand Out

  We will give particular consideration to candidates with:

  • Company-Level P&L Ownership: Experience managing financial performance through overhead and net profitability.
  • Seasonal or High-Volume Operations: Experience managing significant fluctuations in demand, staffing, production, and logistics.
  • Commissary or Central Production: Experience coordinating production facilities supplying multiple retail locations.
  • Broad Operational Leadership: Experience overseeing multiple functions in smaller or mid‑sized food businesses without extensive corporate support departments.
  • Events, Catering & Business Development: Experience launching new revenue initiatives, growing sales channels, or developing partnerships.

  Ideal Industry Backgrounds

  • Premium bakeries and bakery‑café groups
  • Ice cream, gelato, dessert, and specialty food brands
  • Specialty coffee and beverage businesses
  • Food companies with central kitchens or commissaries
  • Independent hospitality brands with multiple locations
  • Entrepreneurial food and retail businesses with in‑house production

  The Personality That Will Thrive Here

  We’re looking for someone who is:

  • Entrepreneurial: Excited to create, build, experiment, and grow.
  • Hospitality‑Driven: Passionate about people, customer experience, and service.
  • Positive & Collaborative: Able to inspire teams and strengthen a healthy existing culture.
  • Commercially Minded: Understands how to generate revenue, control costs, and improve profitability.
  • Hands‑On: Comfortable being present in stores and production rather than leading exclusively from an office.
  • Organized & Strategic: Able to create systems while keeping the bigger picture in mind.
  • Creative & Resourceful: Finds opportunities and solutions without needing extensive resources.
  • Adaptable: Comfortable with seasonal changes, fast‑moving priorities, and an entrepreneurial environment.
  • Growth‑Oriented: Motivated by building a better business, not simply maintaining one.

  Why This Opportunity Is Special

  Take ownership of the operations and financial performance of an established NYC food business.

  A Strong Foundation to Build On

  Join a financially healthy company with an established customer following, experienced managers, and a positive workplace culture.

  Work closely with the CEO, contribute ideas, take initiative, and help create exciting new business opportunities.

  People & Hospitality Come First

  Help develop talented teams and deliver the kind of customer experience that builds lasting loyalty.

  A Business with Exciting Growth Potential

  Help expand events, catering, seasonal activations, and other creative revenue opportunities.

  Potential Career Growth to COO

  For the right leader, this position offers the opportunity to grow into broader executive responsibility as the company continues to evolve.

  Competitive Compensation

  $130,000-$160,000 annual base salary plus a competitive performance bonus based on company metrics, with details discussed during the interview process.

  Ready to Help Build Something Exceptional?

  We’re looking for an ambitious, energetic, and entrepreneurial operations leader who wants to make a real difference.

  Someone who loves hospitality, cares about people, understands business performance, and is excited to help an established New York brand reach its full potential.

  Interviews are beginning immediately. Start date is flexible based on candidate availability, with an ideal start as soon as possible or by January 2027.

  Confidential search. Company details will be shared with selected candidates during the interview process.