Field Operations Specialist (REMOTE)

Operations Support Specialist SusieCakes (Remote)

Before You Apply This role requires direct, hands-on experience in food service, retail, or hospitality working on the floor, behind the counter, or in a guest-facing environment. If you have not worked in one of these industries in a frontline or operational capacity, this role is not the right fit at this time.

At SusieCakes, we make old-fashioned, sentimental dessert favoritesjust like you remember from childhood. Our bakeries are filled with the delicious sights and smells of scratch-made cakes, cupcakes, cookies, pies, and bars, baked fresh daily using the finest ingredients. Our signature Celebration Cake is a staple on tens of thousands of tables. We blend nostalgic charm with the warmth of a modern neighborhood bakery.

Our purpose: Connecting through Celebration.

SusieCakes is looking for an organized, proactive Operations Support Specialist to help drive consistency and execution across our growing bakery portfolio. Reporting to the Director of Training & Development, this role sits at the intersection of operations, communications, and logistics keeping field teams equipped, informed, and set up for success. This position partners closely with Operations Leadership and cross-functional teams to develop and deploy clear, actionable resources that support bakery teams in delivering an exceptional guest experience.

Key Responsibilities:

New Bakery Openings

• Own end-to-end planning and on-site execution of new bakery openings
• Coordinate materials, supplies, and training resources; track timelines and deliverables
• Lead on-site setup to ensure a smooth, consistent opening experience
• Partner with cross-functional teams throughout the process and lead post-opening recaps to drive continuous improvement

Travel & Event Logistics

• Manage all travel booking flights, hotels, and transportation for openings, training, new General Managers, and leadership events
• Serve as primary planner for company events including the GM Summit, Market Leader Summit, and board meetings
• Handle end-to-end event logistics: venue coordination, room blocks, schedules, materials, and on-site execution
• Act as on-site point of contact for hotels, vendors, and internal teams, resolving issues quickly and professionally

Field Communications

• Draft and distribute clear operational updates, rollout materials, and initiative communications to bakery teams
• Own follow-up and accountability with Market Leaders and serve as a point of contact for field questions
• Develop rollout decks and presentation materials for field-facing meetings
• Maintain consistency, clarity, and quality across all communications

Project & Initiative Leadership

• Lead rollout of new products, programs, and operational initiatives across multiple workstreams simultaneously
• Track progress, deadlines, and action items; facilitate project management calls
• Identify and implement opportunities to improve processes, tools, and workflows
• Support new team member orientation sessions as needed

Training & Resource Management

• Partner with Training & Development to maintain and update content within The Recipe Box (LMS)
• Own organization and upkeep of centralized resource libraries in SharePoint/Teams

Cross-Functional Collaboration

• Build strong working relationships with Operations, Culinary, Marketing, HR, and field leadership
• Coordinate meetings including agenda development, note-taking, and follow-up on action items

Qualifications: 24 years in operations, training, or support within retail, restaurant, or hospitality. Strong project coordination, organizational, and written communication skills with the ability to manage competing priorities independently. Proficiency in Microsoft Office, Teams, and SharePoint required; experience with Canva and PowerPoint preferred. Familiarity with LMS platforms such as Docebo a plus. Bachelor's degree or equivalent experience preferred.

Logistics: Remote role requiring proximity to a SusieCakes bakery in CA, TX, OK, or TN. Up to 20% travel with trips of at least 5 consecutive days, including on-site support for new bakery openings. Core hours 95 PT; flexibility required as business needs arise.