Ops Services, Project Manager - INTERNAL ONLY

The Project Manager, Operations Services (IT & Strategic Initiatives) serves as a key bridge between Technology, Operations, Franchise Operations, Training, and Field Leadership to support the successful execution of enterprise-wide operational and systems initiatives across the Potbelly system. 

This role leads complex, cross-functional projects that impact shop operations, customer experience, operational efficiency, and business performance. Areas of focus include POS and operational systems, customer experience platforms, operational evaluation tools, financial system integrations, networking infrastructure, and other strategic business initiatives. While not required to be the technical subject matter expert, this individual must effectively translate technical and operational initiatives into executable field solutions that support both company and franchise operations. 

The ideal candidate thrives in a fast-paced environment, manages multiple initiatives simultaneously, and demonstrates strong project management, operational acumen, stakeholder alignment, change management, and proactive risk identification throughout all phases of implementation. 

• 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. 

• Operates with a strong sense of ownership and accountability. 

• Demonstrates high emotional intelligence and professionalism while navigating cross-functional priorities and competing business demands. 

• Builds trust and influence across all levels of the organization, including field operators, franchisees, senior leadership, and vendor partners. 

• Maintains a solutions-oriented mindset with the ability to remain agile in a rapidly evolving environment. 

• Effectively balances strategic thinking with tactical execution. 

• Acts as a champion for operational excellence and field usability in all initiatives. 

• Must have the ability/stamina to work a minimum of 50 hours a week. 
• Will frequently reach, feel, bend, stoop, carry, finely manipulate and key in data. 
• Must be able to engage in problem-solving skills to help identify and solve potential issues in the field. 
• Must be able to communicate heavily through telephone, e-mail and in-person communications. 
• Must be able to travel as needed to support shop implementations, operational testing, field validation, franchise support, and large-scale deployment initiatives. 

• Must represent Potbelly Advantage and Our Values. 
• BA or BS preferred. 
• Minimum of 5–7 years of relevant experience in project management, operations support, operational excellence, implementation management, or field operations leadership. 
• Experience managing cross-functional operational or technology implementation projects in a multi-unit retail, restaurant, hospitality, or franchise environment strongly preferred. 
• 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. 
• Experience working with POS systems, operational technologies, networking infrastructure projects, or enterprise systems implementations preferred. 
• 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. 
• PMP certification or equivalent project management training is a plus. 
• Ability to think strategically while remaining highly detail-oriented and execution focused. 

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 [5/31/2026] to be considered for this position. The posting may close earlier if a suitable candidate is selected before the deadline.