Ops Services, Project Manager

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