Director, Operations Services

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

Do you hunger for more? Potbelly Sandwich Shop is looking for friendly and outgoing people who enjoy working in a fast-paced, friendly environment. We are where good vibes and great careers are a way of life! What started as a small antique store in 1977 has become a nationally recognized neighborhood sandwich shop with over 400 locations across the United States. But toasty sandwiches are only as good as the people behind them. And yeah, we've got the best. Ready to join our growing Potbelly Nation? 

What’s In It For You**: 

• Competitive pay with performance-based annual raises! 
• Medical, Dental & Vision Insurance  
• Domestic Partnership Benefits 
• Paid Parental Leave 
• FSA and HSA with Employer Contribution  
• Commuter Benefit Program  
• Retirement Savings 401(k) WITH company match 
• Employee Assistance Program  
• Paid Time Off  
• Discount Program  
• Flexible Work Schedule  
• Career growth opportunities  

**If hired, you must meet and maintain all eligibility requirements to qualify**

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