MANAGER, OFF-PREMISE & THIRD-PARTY DELIVERY

Manager, Off-Premise & Third-Party Delivery

Bringing Good Vibes—On-Premise, Off-Premise, and Everywhere in Between

Position Summary

At Potbelly, delivering Good Vibes doesn't stop at our Shop doors. The Manager of Off-Premise & Third-Party Delivery plays a key role in extending our warm, toasty experience to guests wherever they enjoy Potbelly—whether that's through DoorDash, Uber Eats, Grubhub, EZ Cater, or other catering and delivery partners.

This role leads all third-party marketplace and catering platforms, ensuring Potbelly is well-represented, easy to order from, and delivering consistently great food and service. You'll collaborate across teams to blend operational excellence, digital expertise, guest-centric thinking, and the Potbelly spirit.

Key Responsibilities

1. Champion Our Marketplace & Catering Presence

• Serve as Potbelly's primary point of contact for DSPs and catering providers—including DoorDash, Uber Eats, Grubhub, EZ Cater, and others.
• Maintain accurate menus, pricing, hours, and availability across all off-premise channels—from single-sandwich orders to large catering deliveries.
• Lead testing and rollout of new platform features, integrations, and partnerships, ensuring Potbelly remains competitive and accessible in the digital marketplace.

2. Drive Performance with Heart and Data

• Analyze sales and operational data across delivery and catering platforms to uncover opportunities for growth and improved guest experience.
• Monitor KPIs such as order accuracy, prep times, delivery quality, ratings, and catering fulfillment performance.
• Build forecasting tools and dashboards that help support operational readiness, especially for large catering occasions and seasonal peaks.

3. Support Operational Excellence Across Shops

• Partner with Operations to strengthen execution for delivery and catering—ensuring Shops are set up for success with clear prep processes, handoff standards, and packaging guidelines.
• Develop and support training materials to help teams deliver speed, accuracy, hospitality, and the Potbelly experience for all order types.
• Troubleshoot issues across DSPs and catering providers and collaborate with Shops and platform partners to resolve quickly.

4. Elevate Digital Merchandising & Marketing

• Work with Marketing to develop engaging platform promotions, boosts, and campaigns tailored to both delivery and catering audiences.
• Enhance digital merchandising through compelling photography, descriptions, menu storytelling, and catering-specific positioning that showcases Potbelly as the go-to choice for groups.
• Partner with Menu Innovation to grow off-premise and catering-specific menu opportunities, bundles, and seasonal items.

5. Innovate & Build for the Future

• Evaluate emerging delivery and catering technologies, virtual brands, and marketplace trends to keep Potbelly ahead of guest expectations.
• Support negotiations and long-term strategy development with delivery and catering providers.
• Lead cross-functional projects that enhance the digital guest journey and strengthen operational efficiency across off-premise channels.

Qualifications

Required

• Bachelor's degree or relevant experience in marketing, business, operations, digital commerce, or restaurant leadership.
• 3–5 years of experience managing digital marketplaces, delivery platforms, or catering channels.
• Strong understanding of DSP ecosystems, catering marketplaces (e.g., EZ Cater), and digital ordering tools.
• Analytical and detail-oriented, with the ability to convert data into insights and action.
• Excellent communication skills and experience managing cross-functional and external relationships.

Preferred

• Experience with POS integrations, DSP APIs, or catering platform technology.
• Background in multi-unit restaurant operations or franchise environments.
• Knowledge of digital merchandising and menu strategy for both delivery and catering.

Core Potbelly Behaviors & Values

• Genuine Hospitality: Bring warmth and positivity to every guest interaction—onsite or offsite.
• Positive Energy: Tackle challenges with optimism and a solutions-first mindset.
• Team First: Build strong partnerships with Shop teams, cross-functional partners, and external platforms.
• Growth Mindset: Seek out ways to innovate and elevate the off-premise guest experience.
• Operational Excellence: Maintain high standards for accuracy, consistency, and execution.

What Success Looks Like

• Growing delivery and catering sales across DSPs and third-party catering platforms
• Improved guest satisfaction and ratings across all off-premise channels
• Strong, collaborative relationships with EZ Cater and DSP partners
• Streamlined execution and fewer order or fulfillment issues
• Successful rollout of new digital or catering-focused initiatives
• Potbelly's Good Vibes consistently delivered—no matter where the guest is enjoying their meal.