Director, Operations Services

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"!