Director, Operations Services

• $135,000 - $150,000 base salary range + annual bonus potential!
• 100% remote in the United States

Job Title: Director of Ops Services

Department/Function: Operations

Location: Support Center (Fully Remote)

Reports to: VP Franchise & Shop Services

Travel Requirements: Moderately

Job Level : 3

Full-time; Exempt

GENERAL DESCRIPTION

The Director of Ops Services will be responsible for designing, governing, and continuously improving the operational systems, tools and processes that enable consistent execution across all Potbelly shops. This role serves as a system enabler and protector of the shop experience, ensuring that initiatives, tools, and operational standards are simple, scalable, and executable inside the four walls of the shop. The Director of OPS Services acts as a critical bridge between strategy & execution, partnering closely with Field Operations, Franchise Support, Training, IT, Marketing and Finance to drive alignment, prioritization, and results. Success in this role is measured by improved customer experience, strong adoption of operational initiatives, reduced complexity for the shop teams, and sustainable performance across the system.

FOCUS

Responsibilities

• Own the design, governance, and evolution of operational systems, tools, standards, and processes that support consistent execution across all shops
• Serve as the intake and prioritization leader for operational initiatives, ensuring alignment and brand strategy and minimizing overload to the field.
• Act as the point of accountability for translating enterprise strategy into clear, executable shop level actions
• Establish success metrics, adoption tracking, and post-implementation reviews for all Ops Services initiatives.

Cross-Functional Leaderships & Alignment:

• Lead and influence cross-functional teams across Operations, Training, IT, Marketing, Finance, and Supply Chain to drive coordinated execution
• Partner closely with Franchise Business Consultants and Field Operators to ensure tools and processes support real-world shop execution
• Serves as a trusted operational advisor to senior leadership, providing insights, risks, and recommendations tied to shop impact
• Conducts a needs analysis/assessment on all projects and initiatives to fully understand overall requirements and cross-functional impact
• Proofs, edits, and communicates implementation and evaluation of materials for projects/initiatives.
• Partners with Training, Field OPS, and IT to ensure launch readiness, behavior change, and sustained adoption of new systems
• Act as the voice of the shop in enterprise discussions, ensuring decisions consider operational impact at the shop level
• Leverage data and feedback to identify trends, risks, and opportunities for improvement
• Champion continuous improvement and simplification across all operational processes

People Leadership & Talent Development

• Build, lead, and develop high performing Operations Services team
• Establish clear goals, accountability, and development plans, including succession planning
• Lead effectively through change, ambiguity, and growth while modeling Potbelly values and leadership behaviors

Success Measures

• Improved customer experience metrics tied to operational execution
• High adoption and sustained use of operational tools & initiatives
• Reduced operational complexity and clear execution standards for shops
• Strong partnerships and improved satisfaction scores from field and franchise teams
• On time, on budget delivery of prioritized initiatives with clear outcomes
• Other duties as assigned.

ESSENTIAL PHYSICAL FUNCTIONS

• Must have the ability/stamina to work a minimum of a 50-hour week.
• Ability to stand/walk for 6-8 hours per day and sit for 4-6 hours per day.
• Ability to travel as needed in the field.
• Will frequently reach, feel, bend, stoop, carry, finely manipulate, and key in data.
• Must be able to work in both warm and cool environments, indoors and outdoors.
• Must be able to tolerate higher levels of noise from music, customer and employee traffic
• Must be able to tolerate potential allergens: peanut products, egg, dairy, gluten, soy, seafood, and shellfish.
• Must be able to communicate heavily through phone, e-mail, video conferencing, Microsoft Teams, text/SMS, and in-person communications.
• Must be able to engage in problem-solving skills to help identify and solve potential issues in the field.

EXPERIENCE, EDUCATION AND BEHAVIORS

• Has excellent communication skills, including active listening and the ability to ask great questions.
• Has a sustained record of leading teams to success.
• Possesses and extremely strong work ethic.
• Is educated and is an active learner.
• Has the initiative to solve problems and to get things done correctly and on time.
• Ability to successfully manage multiple projects at one time.
• Has the ability to grow other leaders.
• Has humility and self-confidence.
• Minimum of 10 years of proven leadership experience managing multiple people in varied disciplines, preferably within a rapidly growing restaurant or retail organization.
• Demonstrated leadership capability to build strong teams and to achieve business goals.
• Bachelor's degree, preferred.
• Ability to comprehend and communicate in English via verbal and written communication, such that employee can perform their job responsibilities.
• Proficiency of Microsoft Office, Teams, SharePoint, and One Drive.
• Experience with POS systems and related technologies (Olo, CrunchTime, Toast, or similar) is required.
• Strong background in vendor management and coordination, ensuring on-time and quality delivery of services.
• Proficient in project management tools like Azure DevOps, Smartsheet, or other PM tools.

Potbelly actively creates and promotes an environment that is inclusive of all people and their unique abilities, strengths, and differences. We respect and embrace diversity in each other, our customers, suppliers, and all others with whom we interact as an essential component in the way we do business. Diversity only strengthens our Potbelly vibe, who we are, and how we work.

We're an equal opportunity employer. Each applicant will be considered for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, veteran status, or any other basis protected by applicable federal, state or local law.

Application Deadline: Applications must be submitted by [6/30/2026] to be considered for this position. The posting may close earlier if a suitable candidate is selected before the deadline.

Company: Potbelly Corporate

Position: Director, Operations Services

Status: Full Time

Shift: First (Day)

Req #: 10940684

Date Posted: March 11, 2026

Location: Chicago , Chicago,
US,
IL,
60611

Job Category: Corporate