Director, Operations Services

Insomnia Cookies • Full-time • Philadelphia, PA, US • 3m ago

Insomnia Cookies is seeking a dynamic and experienced Director of Operations Services to design, build, and scale the tools, systems, and processes that power our growing network of late-night cookie bakeries. This role is ideal for a leader who thrives in a fast-growth, multi-unit restaurant or retail environment and has a proven track record of building operational excellence from the ground up.

SWEET POSITION PERKS:

Opportunity to be the architect of Insomnia Cookies’ next chapter of growth
Competitive executive compensation package including base, bonus, and equity
Comprehensive benefits including health, dental, vision, and 401(k)
A fun, entrepreneurial, and cookie-filled culture
Free cookies, branded swag and so much more!

POSITION OVERVIEW:

Operations Systems Leadership: Build and oversee the end-to-end Operations Services function, including SOP design, process governance, communication frameworks, and rollout planning
Operational Infrastructure: Develop and implement scalable systems, tools, and workflows that improve consistency, quality, and efficiency across our bakeries
Delivery Model Expertise: Partner with leadership to optimize both first-party and third-party delivery operations, balancing guest experience, cost, and margin performance
Field Enablement: Create simple, effective, and digital-first tools that empower store leaders to execute flawlessly
Change Management & Rollout: Lead cross-functional rollout strategies for new initiatives, systems, and programs; define governance, communications, and measurement standards
Operational Communications: Own the development and delivery of all field communications related to operations updates, launches, and procedural changes
People Leadership: Build and lead a high-performing team; influence across levels from hourly bakery team members to the executive with credibility and clarity
Vendor Partnerships: Support the management of external vendor relationships, ensuring alignment to operational goals and service quality standards
New Bakery Openings (NBO): Support the new-store opening process

QUALIFICATIONS:

Multi-unit restaurant or retail background in a fast-growth brand
Prior experiences leading Ops Services/Systems /Implementation organizations
Experience building SOPs, workflows, and tools from scratch
Experience with both 3rd party and primary delivery models
Strong cross-functional leadership and communication skills
Proven leader and developer of people
Ability to take ambiguous problems and turn them into clear, scalable processes
Philadelphia based or willing to relocate

About us:

Insomnia Cookies was founded in a college dorm room by then-student, Seth Berkowitz. Fast forward 20 years and so... many....cookies... later, our innovative bakery + delivery concept has become a cult brand known for its rabid following of cookie lovers who crave Insomnia’s warm, delicious delivery all day and late into the night. With an expanding footprint of over 300 stores globally, an experiential, “sweet-easy” concept as the brand’s flagship in Philadelphia, Pa. (where Insomnia Cookies is headquartered), and a rapidly-growing nationwide shipping and gifting portfolio... Insomnia Cookies is revolutionizing the cookie game by truly "Imagining What’s Possible"!