Potbelly Sandwich Works is a nationally recognized neighborhood sandwich shop seeking a Project Manager for Operations Services. This role will lead complex, cross-functional projects that impact shop operations and customer experience, working closely with various teams to ensure successful execution of strategic initiatives.
Responsibilities:
- Lead enterprise-level operational and systems-related initiatives from planning through execution, implementation, stabilization, and post-launch support
- Serve as the operational liaison between IT, Operations, Franchise Operations, Training, Marketing, Finance, Accounting, Treasury, Supply Chain, People, and external vendor partners
- Coordinate and support operational system initiatives including POS platforms, labor and inventory systems, customer experience tools, operational evaluation platforms, financial system integrations, networking infrastructure, and future business technology initiatives
- Coordinate field-facing technology implementations including POS conversions, PDCX rollout initiatives, Toast upgrades, networking infrastructure enhancements, digital platform integrations, and future operational systems deployments
- Build and manage detailed project plans, timelines, dependencies, communication plans, risk mitigation strategies, and implementation schedules
- Ensure operational readiness for all field deployments through alignment on training, communication, procedures, equipment, reporting, and support processes
- Translate technical and operational concepts into practical execution plans that are easily understood by field operators and franchise partners
- Identify operational impacts, process gaps, and execution risks early in project development and proactively drive solutions across cross-functional teams
- Drive accountability across stakeholders to ensure milestones, deliverables, timelines, and implementation standards are achieved
- Partner closely with the Director of Operations Services to prioritize strategic initiatives and align resources appropriately across multiple concurrent projects
- Partner cross-functionally with Accounting, Treasury, Marketing, Supply Chain, People, Operations, and IT teams to support implementation planning, operational readiness, communication, and execution of enterprise initiatives
- Support field communication planning and integration of key initiatives into operational calendars, training materials, rollout schedules, and execution timelines
- Support franchise and company operations teams during implementations to ensure consistent execution and minimal disruption to shop operations
- Facilitate recurring project meetings, implementation reviews, testing validation, issue tracking, and executive status updates
- Monitor implementation success metrics, operational adoption, field feedback, customer experience impacts, and overall project effectiveness
- Collaborate with Training and Operations leadership to ensure all tools, procedures, and support materials are field-ready and operationally sustainable
- Support vendor management processes and coordinate with external partners to ensure alignment with Potbelly operational standards and timelines
- Assist in developing scalable operational support models, implementation playbooks, communication strategies, and best practices for future initiatives
- Continuously evaluate opportunities to improve operational efficiency, field support, technology adoption, and implementation execution across the organization
Requirements:
- Must represent Potbelly Advantage and Our Values
- Minimum of 5–7 years of relevant experience in project management, operations support, operational excellence, implementation management, or field operations leadership
- Strong understanding of operational execution within restaurant or retail environments
- Proven ability to manage multiple complex projects simultaneously with strong prioritization and organizational skills
- Exceptional communication, collaboration, presentation, and stakeholder management skills
- Strong change management and implementation planning capabilities
- Demonstrated ability to influence without direct authority and drive alignment across cross-functional teams
- Highly proficient in project planning tools, Microsoft Office Suite, and operational reporting analysis
- Ability to think strategically while remaining highly detail-oriented and execution focused
- BA or BS preferred
- Experience managing cross-functional operational or technology implementation projects in a multi-unit retail, restaurant, hospitality, or franchise environment strongly preferred
- Experience working with POS systems, operational technologies, networking infrastructure projects, or enterprise systems implementations preferred
- PMP certification or equivalent project management training is a plus