Senior Director of Operations

SusieCakes operates 30 bakery locations across California, Texas, and Tennessee. Each bakery is filled with the delightful flavors and aromas of cakes, cupcakes, cookies, pies, and bars—baked fresh from scratch daily using only the finest ingredients.

We are seeking a Senior Director of Operations to be based in either Dallas, Texas or Denver, Colorado.

This is a new position for SusieCakes. Multi-Unit experience in the hospitality/food retail industry, within the last 5 years, is required to be considered for this role. The Senior Director of Operations is responsible for leading and growing SusieCakes operations by ensuring the company provides the best product and service to its guests while exceeding performance and profitability standards. This leader will continually elevate existing bakeries and participate in the growth of new bakeries and new markets as assigned.

Leadership Attributes:

• Smart, driven, and passionate about hospitality, making a positive impact daily.
• Inspires and motivates teams, creating an environment where people want to work.
• Strong communicator—clear, concise, and unafraid of tough conversations.
• Self-motivated, resourceful, and highly organized.
• Focused on team growth and development, building strong, cohesive teams.
• Leads with integrity, professionalism, and a commitment to excellence.
• Has a keen ability to assess and enhance bakery operations for ongoing success.

Responsibilities:

• Operational Excellence: Ensure top-tier execution of SusieCakes' products and service. Actively engage in bakery visits, identifying and resolving operational issues, coaching teams, and driving continuous improvement.

• People Management: Lead high-performing teams by setting clear expectations, coaching, and talent development. Partner with HR to recruit top talent, build succession plans, and enhance team retention.

• Financial Accountability: Drive financial growth through operational efficiency and leadership. Own bakery performance, ensuring alignment with sales, COGS, labor, and EBITDA goals.

• Guest Relations: Lead by example in delivering exceptional guest service, reinforcing Susie Standards of excellence across all bakeries.

Qualifications/Requirements:

• 2 years of direct multi-unit experience within the last 5 years in a growth-oriented company
• Experience building a business with best practice companies
• Consummate hospitality professional - experience with premium brands and food service a plus
• Experience interacting with construction and facilities management
• Forward thinker with demonstrated ability to focus on the future while maintaining a growth mindset within existing locations
• Possesses a sense of urgency and high but calm energy
• Ability to analyze the business, uncover inefficiencies and develop programs to improve food and labor cost efficiency
• Possesses emotional intelligence. Understands the importance and has demonstrated their ability to “seek first to understand” when solving problems. Ability to anticipate staffing challenges.
• Eighty percent of time will be spent in the bakeries with as much as 40% overnight travel as needed/required.

Education:

• Minimum undergraduate degree

Physical Requirements:

• Frequent walking, kneeling, bending and reaching overhead
• Able to stand for extended periods of time
• Must be able to lift, move and carry up to 50 pounds
• Able to use a computer, answer emails, phone calls and video conference
• Must be able to taste product for quality assurance i.e buttercream(s), cake(s) and cupcake(s) etc
• Must be able to work remote and travel to bakeries 80%
• Must be able to travel overnight 40%

Benefits & Perks:

• Hybrid work schedule
• Free non-slip shoes (annually!)
• Birthday month PTO with complimentary cake
• Company holidays off (Thanksgiving, December 25th-27th, and New Year’s Day)
• Medical, dental, vision insurance
• Vacation, 401k, FSA
• Paid Sick Time
• Referral Program
• Pet rescue reimbursement and pet insurance
• Flexible return to work schedule for maternity leave
• Generous 50% discount to all our delicious desserts!