Chief Operating Officer

Company Overview

Melt Ice Creams is a fast-growing Fort Worth brand that makes specialty ice creams and baked goods fresh every day. The company is built around a simple mission: serving joyful ice cream and creating a positive experience for customers, one scoop at a time. It places strong emphasis on product quality, team experience, and a culture rooted in joy and connection.

Role Summary

Melt is looking for a full-time Chief Operating Officer to join its leadership team at the Joy Factory in Fort Worth. This role is centered on building the structure, systems, and team capability required to support growth while protecting the culture, quality, and customer experience that define the brand. The COO will work in person at the Fort Worth headquarters and in the field, partnering closely with the Founder & CEO to turn strategy into execution.

This is a hands-on leadership position with a mix of strategic planning and day-to-day problem solving. The person in this role will work across the business to align priorities, improve performance, expand capacity, and ensure every department has the clarity and support needed to succeed.

Key Responsibilities

The COO will act as the main operational leader for the organization and provide oversight across all company functions and teams.

• Lead operations across Scoop Shops, Marketing, Catering & Events, Wholesale, Production, and Fulfillment & Logistics.
• Own company-wide performance scorecards, budgets, and operating metrics to support sales growth, labor efficiency, cost control, and profitability.
• Track and review operational, sales, and financial data to spot trends, opportunities, and areas that need improvement.
• Coach, develop, and hold leadership team members accountable for goals, standards, and responsibilities.
• Recruit, hire, onboard, and grow strong leaders who can help the business scale.
• Build alignment between departments so teams work toward shared goals and priorities.
• Resolve operational roadblocks and provide daily support to department leaders.
• Create, document, and improve processes, systems, and SOPs that make the business more efficient and scalable.
• Assess, implement, and refine technology tools that improve visibility, automation, communication, and day-to-day operations.
• Look for ways to strengthen customer experience, team experience, and overall business performance.
• Oversee labor planning, scheduling, staffing, and workforce allocation based on business demand.
• Set operating standards and audit rhythms that keep performance consistent and accountable across channels.
• Maintain strong relationships with vendors, partners, and service providers.
• Support a values-led culture focused on joy, quality, and connection while helping the company deliver on its mission to be the best five minutes of a customer’s day.
• Work closely with the Founder & CEO to convert company vision into executable plans, processes, and systems.

What Success Looks Like

• Strategic priorities are translated into clear company-wide initiatives that are delivered on time and with measurable results.
• Leadership team members stay aligned, accountable, and on track with departmental goals.
• Sales, labor, and profitability targets are consistently met or exceeded through strong planning and execution.
• Operating systems are documented, scalable, and followed consistently across departments.
• Teams across shops, production, catering & events, marketing, wholesale, and fulfillment communicate well and stay focused on priorities.
• Key metrics are reviewed regularly and used to guide proactive decisions.
• Major initiatives are completed on schedule and generate clear business impact.
• Operational issues are identified early and resolved before they affect customers or employees.
• Leadership team members continue to grow through coaching, accountability, and development opportunities.
• Future leaders are being built within the leadership team.
• The company is prepared for sustainable growth through capacity planning, continuous improvement, and smart resource allocation.
• Employee engagement, retention, and culture remain strong alongside high standards of execution.
• Customers consistently receive excellent product quality, service, and consistency across every channel.
• The business stays ahead of growth needs through forecasting, infrastructure planning, and operational readiness.

Skills and Qualities Needed

• Excellent written and verbal communication skills.
• Ability to create clarity, alignment, and accountability across different levels of leadership.
• High emotional intelligence with a coaching mindset.
• Comfort leading in uncertain situations and making sound decisions under pressure.
• Strong prioritization, judgment, and multitasking abilities.
• Resourceful problem-solving approach with patience and adaptability.
• Collaborative leadership style and the ability to build strong working relationships.
• Advocacy for team needs and the ability to listen well.
• Commitment to values-led leadership, positive culture, and continuous improvement.

Experience and Background

Candidates should bring substantial leadership experience and a strong operational foundation. Melt is seeking someone who has led teams, improved systems, and supported growth in fast-moving environments.

• 10+ years of progressive leadership experience in operations, hospitality, retail, food manufacturing, distribution, or a related field.
• 5+ years of experience managing leaders and developing strong management teams.
• Experience recruiting, hiring, onboarding, and developing high-performing teams across multiple departments.
• Experience overseeing budgets, labor planning, financial performance, and operating scorecards.
• Ability to scale systems, processes, and teams during periods of growth.
• Strong business judgment and the ability to interpret financial statements, operational reports, and performance metrics.
• Experience leading strategic projects from planning through execution.
• Background in multi-unit or multi-department retail, restaurant, hospitality, food manufacturing, or franchise operations is preferred.
• Experience building systems, processes, and SOPs that support growth and scalability.
• Willingness to travel regularly between company locations.

Education

A bachelor’s degree in Business, Operations Management, Hospitality Management, or a related discipline is preferred, though it is not required.

Compensation and Benefits

• Base salary of $120,000, depending on experience.
• Performance bonus opportunity of $25,000 tied to business results.
• Paid time off.
• Benefits available for eligible full-time employees working 30+ hours per week.
• Company-subsidized health, dental, and vision coverage for eligible employees.
• Company-paid life insurance, short-term disability, and long-term disability.
• Entrepreneurial work environment with meaningful ownership and impact.
• Leadership development opportunities.
• Room to grow with a local brand that values people and process.
• Weekly Pint Perks.
• Discounts on merchandise and ice cream purchases.

Work Location

This is an in-person position based at the Fort Worth headquarters at 685 John B Sias Memorial Parkway #985, Fort Worth, TX 76134, with regular work in the field.