Two Roosters Ice Cream Director of Scoop Shops Raleigh, NC · Full time

Apply for Director of Scoop Shops

Two Roosters Ice Cream is a small batch ice cream company based in the Triangle. We take a lot of pride in our shops and our ice cream is a reflection of the local communities that we love and serve.

Director of Scoop Shops

This role balances hands-on operational leadership, team coaching, and guest experience oversight to ensure each shop reflects Two Roosters’ standards of hospitality, quality, and joy.

 

The Director of Scoop Shops owns the overall operations and guest experience across our scoop shops. This role combines hands-on coaching, team development, operational oversight, leadership accountability, and daily problem-solving to ensure that each shop is staffed, running efficiently, and delivering Two Roosters’ premium experience. Success is measured by shop performance, team engagement, operational compliance, and guest satisfaction across all of our shops.

 

This is a highly hands-on leadership role. You will regularly visit shops, lead by example during shifts, audit operations, coach Area Managers and other staff, and ensure the overall experience reflects Two Roosters’ brand standards and core values. The role will have some recurring responsibilities on a weekly and monthly cadence, but don’t expect routine! One day you might be working with Area Managers to expand in-store sales, and the next day you might be looking for efficiencies in the customer service process.

At the end of the day, this role will be a member of our senior management team and will be the embodiment of our core values:

• Generous- You give your time and energy freely to support your team and delight our guests.
• Responsible- You take ownership of the shop's operations, finances, and culture.
• Excellent- You refuse to cut corners, maintaining the highest standards for cleanliness, product quality, and hospitality.
• A Good Neighbor- You foster community both inside the shops and within our local neighborhoods.
• Thankful- You lead with gratitude, celebrating your team’s wins and finding joy in the daily hustle. 

 

Job Responsibilities

Our People

• Hire, train, onboard, and develop Area Managers
• Work with Area Managers to develop existing Team members to learn new skills
• Participate in weekly leadership team meetings with other Directors
• Conduct weekly 1:1 meetings with each Area Manager and host weekly company wide Area Manager meetings
• Participate and lead quarterly Area Manager meetings
• Set clear expectations for professionalism, hospitality, and performance
• Coach Area Managers on operational excellence, hospitality, and guest experience and hold them to the highest standards and to company policies and procedures.
• Listen to the needs and issues of your team and advocate on their behalf
• Ensure new Area Managers complete a 90-day Growth and Development Plan
• Conduct annual performance reviews and ongoing feedback for Area Managers
• Maintain minimum staffing levels at each shop (Shift Leads and Scoopers)
• Support Area Managers with the hiring process and new hire training 
• Support and assist Area Managers through disciplinary action with team members
• Maintain a positive team culture through recognition, coaching, and communication
• Champion team members to embody Two Roosters’ be GREAT core values
• Create, maintain, and update training processes and programs as needed

Our Operations

• Oversee all operational details for Scoop Shops, in-store event operations, and logistics
• Be the liaison and coordinator of all shop repairs and routine maintenance (pest control, grease trap cleanings, freezer, HVAC and others)
• Maintain and create consistency in processes across all Scoop Shops
• Work complete shifts in each store on a regular cadence
• Work 40-50 hours a week during peak days and times to support our Scoop Shops
• Recognize and remove roadblocks before they become problems
• Be a creative and flexible problem solver
• Be patient and adaptable to new challenges and be resourceful to troubleshoot as needed
• Deliver weekly and monthly operational reports to Owner
• Monitor schedule adherence and labor efficiency
• Oversee inventory counts, ordering, and loss prevention measures
• Track operational KPIs to address issues and make changes before they become major problems
• Ensure Scoop Shops are operating with excellence to minimize waste and maximize revenue and profits
• Create new and revise existing standard operating procedures
• Identify inefficiencies or risks and implement improvements for company health
• Ensure all Scoop Shops maintain cleanliness, organization, and visual standards
• Audit digital softwares on a regular basis for new features that assist in maintaining operational excellence
• Participate in weekly, quarterly, and annual Leadership Team meetings

 

Our Customers

• Model exceptional hospitality during every shop visit (greeting guests, offering samples, assisting staff during rushes) and hold team members accountable to these standards
• Create and maintain a positive work environment and culture in our scoop shops
• Ensure consistent hospitality standards across shops
• Track guest sentiment and review trends; implement coaching to maintain or improve service
• Address all service related complaints within 48 hours or before the affected team member’s next shift, with documented follow-up
• Coach Area Managers to create memorable, joyful, and premium guest experiences

Our Financials

• Understand each shop’s day-to-day numbers in order to analyze weekly scorecard data including sales, labor, checklist completion ratios and other KPIs to ensure scoop shops remain profitable and on track to hit goals
• Ensure scoop shops COGS stay in line with scorecard goals
• Monitor other controllable costs and bring awareness to issues

Job Qualifications

• Be comfortable leading both field operations and administrative responsibilities
• Skilled at creating, maintaining, and improving SOPs and checklists
• Ability to juggle multiple tasks and projects with a sense of urgency
• Committed to food safety and workplace safety standards and company procedures
• Comfortable working nights/weekends as needed
• Ability to lift up to 50 pounds 
• Ability to stand on your feet for full 8-hour shifts
• 5+ years of multi-unit operations, retail management, or hospitality experience (preferably food related)
• 5+ years of leadership or management experience
• Experience hiring, training, coaching, scheduling, and developing teams
• Experience managing inventory, labor, and operational systems
• Experience using operational KPIs to drive outcomes
• Excellent communication and organizational skills
• Strong familiarity with digital operational tools, checklists and other platforms/apps
• Application Step 2: Email [email protected] with how you heard about this job and when you would be available to start. Any application that doesn't follow this step will not be considered.

Compensation

• This role is full time with $80,000 annual salary, in addition to a bonus program
• 15 days accrued PTO per year, in addition to 5 days of Two Roosters holidays (Christmas Eve, Christmas Day, Thanksgiving Day, Black Friday, Easter Sunday).
• We cover 50% of our group medical, dental, and vision insurance plan premiums for employees that work more than 30 hours per week as a 30-day average. New employees become eligible for coverage the first day of the month following completion of the 30-day waiting period. A spouse and children may be insured on company plan at employee’s expense.
• 401k with employer match. We match 100% of the first 3% of the employee’s contribution, plus 50% of the next 2%. Employees are eligible for 401k participation when they have worked at Two Roosters for 1,000 hours.
• Every five years (or 10,000 hours) of continuous service, full-time employees are eligible to take a paid, one-month sabbatical

About Two Roosters Ice Cream

Founded in 2015, Two Roosters Ice Cream is a premium, local ice cream company known for small-batch ice cream, housemade mix-ins, and creative flavor innovation. With six Triangle scoop shops, a production kitchen (The Hatchery), a catering vehicle fleet, and multiple concessions locations, we strive to be the premier ice cream provider of the Triangle. Our scoop shops are the heart of the Two Roosters experience, and every shop visit is an opportunity to make a bad day better and a good day great for our customers.