Chief Operating Officer (Winnipeg)

About Our Client

Village Ice Cream is an independently owned Calgary‑based super‑premium ice cream company. Founded in 2012, we operate six locations with a total of 125 employees across some of the city’s most vibrant neighbourhoods. Each shop produces its ice cream in‑house, contributing to a consistent, high‑quality product and a distinctive customer experience.

Our shops are designed to be neighbourhood gathering places– the kind of spots where run clubs refuel, families celebrate, and neighbours catch up. Over time, Village has built strong ties within the communities we serve through local partnerships, charitable initiatives, and a loyal and highly engaged customer base.

Village is a profitable and steadily growing business with a well‑established brand in Calgary. We are not pursuing growth for its own sake. Our focus is on building a durable company with robust operations, a respected brand, and long‑term relevance in the communities we serve.

The Opportunity

Village is seeking a Chief Operating Officer to take full responsibility for the day‑to‑day operations of our business. This is a rare opportunity to step into operational leadership of a well‑established and widely recognized local brand, combining the complexity of multi‑location production and retail with the opportunity to build something meaningful within your community.

The Founder– known internally as the Visionary– will continue to lead vision, brand direction, product development, and long‑term strategy. The COO– known internally as the Integrator– will be responsible for the operational side of the business: leading the leadership team, driving execution across all locations, managing financial performance, and building the systems and culture required to consistently deliver exceptional quality and hospitality.

A significant part of the role is developing leaders– helping the leadership team grow into stronger, more capable leaders over time while building a healthier, more accountable organization.

Village operates on the Entrepreneurial Operating System (EOS). Familiarity with EOS is helpful but not required. To learn more about whether you are more Integrator or Visionary we encourage you to take the 10‑minute Visionary/Integrator Assessment.

Over the next several years, Village will continue to grow within Calgary, expanding alongside the city while maintaining the quality, culture, and community connection that define the brand. Growth will be measured and intentional, with a clear focus on building a stronger, more scalable operating business over time.

What You Will Own

The COO reports directly to the Founder and has full responsibility for day‑to‑day performance across all locations and the systems that support it.

The COO has four direct reports: Head Chef, Head of Customer Experience, Head of Marketing, and Head of People & Culture. The Finance & Administration Manager oversees timely financial reporting, payroll, and administrative functions and reports to the Founder. The COO is ultimately accountable for financial performance.

Leadership & Organizational Effectiveness

• Leading, supporting, and holding the leadership team accountable for execution and results
• Establishing clear accountability standards and ensuring consistent follow‑through across the organization
• Coaching, developing, and strengthening leaders over time, while increasing accountability and effectiveness of the leadership team
• Driving alignment and collaboration across departments and locations

Operational Performance

• Driving operational consistency, execution quality, and overall business performance across all locations
• Ensuring departments are operating effectively and in alignment with company priorities and standards
• Identifying operational gaps, inefficiencies, and opportunities for improvement
• Strengthening operational systems and communication across the organization

Financial Stewardship

• Accountability for the operating performance of the business, including labour, cost control, and location‑level profitability
• Leading budgeting, forecasting, and operational planning alongside department leaders
• Using financial and operational data to guide decision‑making and prioritize resources

Operating Rhythm & Continuous Improvement

• Owning the operational rhythm of the business, including meetings, priorities, reporting, and cross‑functional coordination
• Driving meaningful operational improvements that strengthen quality, efficiency, and both customer and employee experience
• Helping the organization evolve into a tighter, more scalable, and more effective operating business over time

What We Are Looking For

The right candidate will typically have 8–12 years of experience in operations, with increasing responsibility in roles such as General Manager, Director of Operations, or similar. The candidate must demonstrate significant experience leading teams, managing operational performance, and being accountable for results in a real‑world operating environment.

Experience in multi‑location or consumer‑facing businesses can be helpful but is not required. We are open to candidates from a range of industries who bring strong operational discipline and people leadership.

This is not a maintenance role. It is best suited for someone who is motivated by responsibility and the opportunity to meaningfully improve a business over time.

The ideal candidate is highly organized, detail‑oriented, and operationally strong– someone who brings structure without becoming bureaucratic. They are comfortable working in a founder‑led business where expectations are high and the work is real. They are able and willing to operate independently, make decisions, and take accountability for outcomes.

This is a long‑term opportunity, best suited for someone who is motivated by building something meaningful over time and sees Calgary as a place to do that.

Compensation

Compensation for this role will be discussed directly with candidates and will be competitive for Calgary and for the scale of the business.

Location

This role is based in‑person at our Head Office in Calgary.

Hiring Process

Selected candidates can expect a structured process that includes conversations with the Founder and members of the leadership team, along with reference checks.

We welcome applicants from all backgrounds, experiences, and perspectives. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits.