About this opportunity
Talantir lists this Director, Operations Services opportunity in chicago, Illinois. Review the employer’s description below for duties, qualifications and application requirements.
Job description
$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, 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.
Bachelors 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.
Brand: Potbelly
Address: Chicago Chicago, IL - 60611
Property Description: CORP - Home Office
Property Number: CORP
#J-18808-Ljbffr
Worksite address
chicago, IL, 60290, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.