Potbelly Sandwich Shops, where Good Vibes and Great Careers are a way of life! Come Build the Potbelly Nation with us.
Potbelly got its start in 1977 as a small antique store that turned into a lines-out-the-door neighborhood sandwich shop. Before you knew it, we were serving up delicious food in a fun environment at more than 400 shops across the United States.
We continue to wake up every day with one goal: Make people happy through good vibes and delicious craveable food. Put those awesome ingredients together, and there’s no telling what we’ll cook up next!
Medical, Dental, Vision, Domestic Partner Benefits, Spouse & Children Benefits, Paid Parental Leave, 401k with a match, Flexible Spending Account, Paid Time Off, Incentive Bonus Plan, Paid Holidays, Short-Term Disability, Long-Term Disability, Life/AD&D Insurance, Home office allowance, Cell phone allowance, Internet allowance, mileage reimbursement, AMEX travel card provided.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
Job Title: Senior Director of Franchise Ops
Department/Function: Franchise Shop Operations
Location: Remote
Reports to: COO
Job Level – Senior Director
Full-Time
Exempt
Travel Requirements: Frequently
GENERAL DESCRIPTION
The Sr. Director of Franchise Operations is responsible for providing strategic brand direction to the franchise business while leading a team of Franchise Business Consultants (FBCs) to support new shop unit growth while driving sales and profitability, protecting brand integrity, upholding standards, and delivering system compliance for operating locations and Franchisees. This role has direct ownership, oversight, and accountability for brand franchise performance targets including operating standards, P&Ls, growth plans, market level execution, guest satisfaction, employee satisfaction, and franchisee health. This leader also works closely with Franchisees in organization planning to support growth in new shops and improving the performance of the Franchisee’s enterprise.
FOCUS
Responsibilities
Deliver franchise performance targets across Key Performance Indicators (AUV, SSS, OSAT)Oversee franchise performance to support overall brand goals for revenue growth, new restaurant growth, and overall operational performance.Provide leadership, insight, and direction to develop, communicate and implement strategy to drive operational effectiveness, guest experience and service quality in company and franchise restaurants.Lead and collaborate with cross-functional teams to activate strategic initiatives that are prioritized based on the needs of the business to continuously improve guest, franchisee, and team member experience.Lead continuous improvement in restaurant level performance as measured by an Operations metrics including financial KPIs, operational assessments, guest satisfaction, quality assurance audits, and speed of service.Ensures annual business reviews with quarterly check-ins are conducted leveraging the systems and P&L benchmarking system.Develop and lead a high-performance team of FBCs by clearly defining vision, establishing individual performance expectations, providing continuous feedback, coaching, developing, conducting ongoing recognition, and succession planning.Partner with Potbelly corporate leadership to identify key priorities for Franchise Operations and establish annual targets.Ensure that the Potbelly Way Values and culture is embraced by the franchisees.Establish and maintain positive relationships with franchisees.Assist in the implementation of local and national marketing programs.Ensure that franchisees operate within company standards and comply with the franchise agreements.Identify any product or procedure that is not in compliance with Company standards (operational, financial and development), ensuring corrective action is taken immediately. Makes recommendations to maintain safe working conditions and compliance to Potbelly procedures in the franchise shops. Actively share and assists franchisees in adopting best practices.Skills
People and culture development applied to both direct team and franchise partners.Influencing skills to effectively accomplish varied objectivesStrong business acumen including organizational, analytical, and problem-solving skills.Ability to manage multiple projects/tasks simultaneously. Ability to shift priorities as needed.Ability to effectively present information and respond to questions from corporate leadership and franchisees.In depth knowledge of operations principles including P&L, planning and budgeting, inventory systems, labor systems, customer metrics, and other financial reports.In depth knowledge of food safety and knows how to work with local health officials to ensure compliance. Understands food safety metrics and food safety processes.In depth knowledge of training and development with experience in Learning Management systems.In depth knowledge of retention & staffing best practices with experience in Applicant Tracking SystemsWorking understanding of the complexities of complying with local, state, and federal requirements.Ability to understand policies and procedures and how to coach for compliance.Comprehensive knowledge of requirements and provisions of franchise agreements.Expertise at planning and supporting new shop openings.Can facilitate and lead larger meetings of Franchisees and Operations with motivation and influence.Ability to present and engage in higher-level meetings including Senior Leadership Team, Franchise Advisory Council, and committees.ESSENTIAL PHYSICAL FUNCTIONS
Must have the ability/stamina to work a minimum of 50 hours a week.Ability to stand/walk for 10+ hours per day.Ability to travel regularly, up to 90% of the time.Will frequently reach, bend, stoop, carry, and finely manipulate and key in data.Ability to lift up to 10 pounds frequently and up to 50 pounds occasionally.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 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, video conference, Microsoft Teams, text/SMS, and in-person communications.EXPERIENCE, EDUCATION AND BEHAVIORS
Bachelor’s Degree or higher in Business or related field preferred but not required based on experienceProven leadership experience in restaurant operations including franchise environmentsVery strong communication and influencing skills, including active listening, written, oral, and presentation skills.Proven ability to build positive, trusting relationships balanced with a focus on driving accountabilityProficiency with MS Office (Excel, Word, Outlook, PowerPoint, Teams).Experience and proficiency in People, Customer and Sales/Profit Systems including back-office.Must be able to work within deadlines and execute in a fast-paced environment. Must be able to manage multiple, high-profile projects at the same time and be flexible to work extended hours.At least ten years of multi-unit restaurant leadership or consulting experience in an organization with strong systems and processes.Must be in possession of or have the ability to pass an approved Food Safety Certification Course.Must be in possession of a valid driver’s license.#LI-BA1