Operations & Communications Support Specialist

About SusieCakes

SusieCakes is a bakery brand known for classic, nostalgic desserts that feel homemade and familiar. The company offers scratch-made cakes, cupcakes, cookies, pies, and bars prepared fresh every day with high-quality ingredients. Its Celebration Cake has become a signature favorite served at many tables. The brand blends a cozy neighborhood feel with a modern bakery experience, centered on the idea of connecting through celebration.

Role Overview

SusieCakes is hiring an organized and proactive Operations & Communications Support Specialist to help strengthen consistency and execution across a growing bakery network. Reporting to the Director of Training & Development, this position works at the crossroads of operations, communications, and logistics. The role supports field teams by creating clear resources, coordinating rollout support, and helping ensure teams are prepared to deliver an excellent guest experience.

New Bakery Openings

• Take ownership of planning and on-site coordination for new bakery launches from start to finish.
• Organize supplies, materials, and training assets while monitoring timelines and deliverables.
• Oversee on-site setup so each opening follows a smooth and consistent process.
• Work with cross-functional partners during the opening process and lead post-opening reviews to support improvement.

Travel and Event Coordination

• Arrange all travel bookings, including flights, lodging, and ground transportation, for openings, training, new General Managers, and leadership events.
• Serve as the main planner for company events such as the GM Summit, Market Leader Summit, and board meetings.
• Manage event logistics end to end, including venue coordination, hotel room blocks, schedules, materials, and on-site support.
• Act as the on-site contact for hotels, vendors, and internal teams, addressing issues promptly and professionally.

Field Communications

• Create and send operational announcements, rollout materials, and initiative updates to bakery teams.
• Follow up with Market Leaders and help maintain accountability while serving as a contact for field-related questions.
• Develop presentation decks and other materials for meetings with field teams.
• Keep all communications clear, consistent, and polished.

Project and Initiative Leadership

• Lead the rollout of new products, programs, and operational initiatives across several workstreams at once.
• Monitor deadlines, action items, and progress while coordinating project management calls.
• Spot opportunities to improve workflows, tools, and processes, and help implement better ways of working.
• Support orientation sessions for new team members when needed.

Training and Resource Management

• Partner with Training & Development to update and maintain content in The Recipe Box LMS.
• Organize and maintain shared resource libraries in SharePoint and Teams.

Cross-Functional Collaboration

• Build effective working relationships with Operations, Culinary, Marketing, HR, and field leadership.
• Help coordinate meetings by preparing agendas, taking notes, and tracking follow-up actions.

Qualifications

The ideal candidate has 2 to 4 years of experience in operations, training, or support roles within retail, restaurant, or hospitality environments. Strong project coordination, organization, and business writing skills are important, along with the ability to manage several priorities independently. Comfort with Microsoft Office, Teams, and SharePoint is required. Experience using Canva and PowerPoint is preferred, and familiarity with LMS platforms such as Docebo is a plus. A bachelor’s degree or equivalent practical experience is preferred.

Location and Logistics

This is a remote position, but the candidate must live near a SusieCakes bakery in California, Texas, Oklahoma, or Tennessee. The role includes up to 20% travel, with trips lasting at least 5 consecutive days, including on-site support for new bakery openings. Core working hours are 9:00 AM to 5:00 PM Pacific Time, and flexibility is expected as business needs change.