Ready tobuild what's next with one of the world's most iconic brands?
Why Join Subway?
At Subway, we are notstanding still. We are building. This is a business focused on what mattersmost: growing franchisee profitability, strengthening our brand and creatinglong-term value. The people who thrive here are the ones who want to make a realimpact. You will not just do the work. You will shape it.
We move fast. We thinklike owners. We make decisions that matter. We hold ourselves to a highstandard because what we do directly impacts thousands of franchisees aroundthe world. If you bring energy, accountability and a bias for action, you willfit right in. We take the work seriously, but we also know the best resultscome from teams that support each other, celebrate wins and show up ready tobuild something better every day. This is your chance to be part of what'snext.
About the Role:
The Head of FranchiseePerformance oversees the operational performance of all franchised restaurantsin the US. They lead leads a team of Senior Directors and Managers of FranchisePerformance (DFP and MFP), collaborating closely with franchisees and corporatedepartments to ensure operational excellence, brand consistency, and customersatisfaction. Additionally, the VP Field Ops develops and implements strategiesto increase sales, reduce costs, and enhance operational efficiency throughoutthe franchise network.
This crucial position iskey to supervising the operational excellence of around 20,000 franchisedrestaurants and overseeing $11 billion in system sales across the US. Itinvolves providing strategic executive leadership and direction to US FieldOperations, setting the vision, and driving the development and execution ofall franchise and operational initiatives, all while striving for continuousimprovement in every facet of the business. It also entails leading the brand'stransformation into a Quick Service Restaurant (QSR) that genuinely representsa Customer Experience philosophy.
This role is responsiblefor leading a national Field Operations team of up to 200 including SeniorDirectors, Directors and Managers Franchise Performance tasked with fosteringFranchise partnerships, providing strategic business guidance, and collaboratingwith Franchisees to enhance restaurant performance and profitability throughoutthe entire portfolio. The role involves leading, managing and coaching fieldteams to guarantee the creation, execution, and finalization of traininginitiatives, performance assessments, and promoting cooperation with variousdepartments to propel business expansion and achievement.
Ultimately responsible formanaging and guiding Subway Franchise owners and large Multi-unit Franchiseowners towards increased sales and profitability, thereby promoting portfoliogrowth. Collaborates with senior leadership to establish strategic goals andtranslate these into actionable operational plans and priorities. Engages withbusiness leaders and operational teams to set the necessary budget, resources,and logistics management to effectively support new restaurant launches,expected sales, and the rollout of new products and innovations. Ensures thatthe performance of locations and franchisees within the designated territoryaligns with the company's key performance indicators (KPIs) and metrics.Coordinates resources and planning across operations support, shared services(such as franchise sales, leasing, construction, and equipment/design), andBrand operations teams to ensure alignment and operational support for theFranchisees.
Guiding and collaboratingwith the Field Operations team to spearhead business growth by identifyingopportunities for consolidation or expansion within their market is key tofostering strong relationships with Franchisees, which is vital for the successof the franchise network.
This position requires regular travel throughout the United States to support business initiatives, attend meetings, visit field locations, and collaborate with cross-functional teams.
Responsibilities includebut are not limited to:
Drive Performance:
Qualifications:
What do weOffer?
Actual pay is determinedbased on a number of job-related factors including skills, education, training,credentials, qualifications, scope and complexity of role responsibilities,geographic location, performance, and working conditions.
The Company is onlyconsidering applicants who are currently authorized to work in the country theposition is based. AA/EOE/D/V
Subway uses technology-assisted tools to supportour recruitment process. These tools strictly help organize and sortapplications based on job-related qualifications. All decisions are made by people - ourrecruiting team and hiring managers. If you have questions or would like torequest an alternative review process, please let us know.
Job Details
Why Join Subway?
At Subway, we are notstanding still. We are building. This is a business focused on what mattersmost: growing franchisee profitability, strengthening our brand and creatinglong-term value. The people who thrive here are the ones who want to make a realimpact. You will not just do the work. You will shape it.
We move fast. We thinklike owners. We make decisions that matter. We hold ourselves to a highstandard because what we do directly impacts thousands of franchisees aroundthe world. If you bring energy, accountability and a bias for action, you willfit right in. We take the work seriously, but we also know the best resultscome from teams that support each other, celebrate wins and show up ready tobuild something better every day. This is your chance to be part of what'snext.
About the Role:
The Head of FranchiseePerformance oversees the operational performance of all franchised restaurantsin the US. They lead leads a team of Senior Directors and Managers of FranchisePerformance (DFP and MFP), collaborating closely with franchisees and corporatedepartments to ensure operational excellence, brand consistency, and customersatisfaction. Additionally, the VP Field Ops develops and implements strategiesto increase sales, reduce costs, and enhance operational efficiency throughoutthe franchise network.
This crucial position iskey to supervising the operational excellence of around 20,000 franchisedrestaurants and overseeing $11 billion in system sales across the US. Itinvolves providing strategic executive leadership and direction to US FieldOperations, setting the vision, and driving the development and execution ofall franchise and operational initiatives, all while striving for continuousimprovement in every facet of the business. It also entails leading the brand'stransformation into a Quick Service Restaurant (QSR) that genuinely representsa Customer Experience philosophy.
This role is responsiblefor leading a national Field Operations team of up to 200 including SeniorDirectors, Directors and Managers Franchise Performance tasked with fosteringFranchise partnerships, providing strategic business guidance, and collaboratingwith Franchisees to enhance restaurant performance and profitability throughoutthe entire portfolio. The role involves leading, managing and coaching fieldteams to guarantee the creation, execution, and finalization of traininginitiatives, performance assessments, and promoting cooperation with variousdepartments to propel business expansion and achievement.
Ultimately responsible formanaging and guiding Subway Franchise owners and large Multi-unit Franchiseowners towards increased sales and profitability, thereby promoting portfoliogrowth. Collaborates with senior leadership to establish strategic goals andtranslate these into actionable operational plans and priorities. Engages withbusiness leaders and operational teams to set the necessary budget, resources,and logistics management to effectively support new restaurant launches,expected sales, and the rollout of new products and innovations. Ensures thatthe performance of locations and franchisees within the designated territoryaligns with the company's key performance indicators (KPIs) and metrics.Coordinates resources and planning across operations support, shared services(such as franchise sales, leasing, construction, and equipment/design), andBrand operations teams to ensure alignment and operational support for theFranchisees.
Guiding and collaboratingwith the Field Operations team to spearhead business growth by identifyingopportunities for consolidation or expansion within their market is key tofostering strong relationships with Franchisees, which is vital for the successof the franchise network.
This position requires regular travel throughout the United States to support business initiatives, attend meetings, visit field locations, and collaborate with cross-functional teams.
Responsibilities includebut are not limited to:
Drive Performance:
- Building Sales & Profit Growth Direct Operations to align with the organization's strategic objectives through the planning and management of the company's US Operations. Develop and implement an operations strategy, vision, and resources through value-added technology and processes that yield the best return on investment and ensure alignment with the company's vision, mission, and values. Promote and instill accountability in franchisees to achieve specific goals for their restaurants and territories. Establish objectives with franchisees that align with the company's Key Performance Indicators, initiatives, and benchmarks. Ensure compliance with company programs and standards designed to enhance profitable sales, expand the customer base, and increase the average transaction value. Translate high-level business goals into metrics and reports/dashboards that track progress, influence organizational behavior, promote a forward-looking strategy, and identify operational gaps or areas for improvement. Ensure strategic decisions are data-driven and analytically supported. Ensure that the Field Operations staff are providing guidance and education on Standard Operating Procedures (SOPs) during restaurant visits by shadowing, training, and demonstrating, leading the team to support the established Subway model. Promote and instill accountability in franchisees to meet specific goals for their restaurants and territories. Set objectives with franchisees that are in line with the company's Key Performance Indicators, initiatives, and benchmarks. The position entails the analysis and review of all restaurant evaluations, operational reports, and audits. It requires collaboration with franchisees and coordination with the Field Operations team to devise suitable solutions. Responsibilities include evaluating restaurant performance in accordance with Subway's policies and procedures, analyzing sales and cost data, and providing tailored recommendations to franchisees and restaurants for improvement. Additionally, the role involves ensuring consistent documentation of adherence to company standards, implemented enhancements, identified opportunities, suggested further improvements, and goal setting. A thorough comprehension of the current business environment in the hospitality and quick-service restaurant (QSR) industry is essential, along with the capacity to embrace new initiatives. Analyzing marketing strategies and assessing team performance are integral to this endeavor. It's important to propel single-unit and multi-unit sales, as well as development plans, to achieve corporate objectives. Monitoring and appraising vital performance metrics and data analytics, like sales, profitability, customer satisfaction, food safety, and regulatory adherence is crucial, as is providing guidance and mentorship to the field operations staff and franchise owners. The role entails the analysis and review of all restaurant evaluations, operational reports, and audits. It involves collaboration with franchisees and coordination with Field Operations teams to determine suitable solutions. Responsibilities include evaluating restaurant performance in accordance with Subway's policies and procedures, analyzing sales and cost data, and providing tailored advice to franchisees and restaurants for improvement. Additionally, the role requires maintaining consistent records of compliance with company standards, implemented enhancements, identified opportunities, suggested further improvements, and goal setting.
- BUILDING RELATIONSHIPS Cultivate productive relationships with franchisees, territory team members, headquarters staff, other regions field operations. Offer coaching and guidance to franchisees and MUOs to meet individual store goals and wider territory objectives. Instruct franchisees, managers, and store employees about the Company's goals and initiatives. This position offers direction, guidance, and expertise to franchisees, staff, and field operations regarding restaurant operations, new product introductions, and program launches, as well as overseeing new restaurant openings and ownership transitions. It ensures the successful implementation of all new initiatives, including product rollouts, technological updates, process improvements, marketing efforts, and the opening and refurbishment of facilities, to foster sales growth. The role involves coaching, advising, influencing, and inspiring franchisees at a portfolio level. It provides guidance to assist franchisees in growing their businesses and cultivates productive relationships with franchisees, territory team members, and headquarters staff. It involves establishing connections with franchisees through various tailored approaches based on their performance and needs, such as in-person, virtual, one-on-one meetings, emails, territory and portfolio meetings, training sessions, and more. The goal is to earn the respect of franchisees and be recognized as a valuable asset to the business and a leader in the field. Coach, counsel and influence franchisees to drive employee engagement and create better guest experience resulting in increased traffic, repeated sales, reduced staff turnover and overall experience. Leads Territory SMO meetings, which include profitability sessions, listening groups, and MUO meetings. Engages in local events and is present at crucial business meetings. Effectively communicates the business vision and cultivates a highly motivated and engaged team to execute the business plan. Fosters a culture focused on high performance, exceptional service, and accountability. Cultivate and maintain robust relationships with franchisees and corporate teams, fostering productive communication and collaboration. Address and swiftly resolve operational challenges in the field, escalating them when required. At times may be required to assist with the negotiations of MUO deals. Collaborate with Marketing, Technology, Finance, and other essential business areas to align strategies and goals, driving the company's progress and enhancing franchisee earnings in the pursuit of operational excellence. Aid in the development and implementation of marketing strategies, merchandising schemes, and promotional initiatives that resonate with the brand's image and meet customer expectations.
- Development
- Works with the FieldOperations teams and cross-functional business teams in developing newrestaurants, transferring ownership, assessing franchisee growth potential, andcompleting remodels within the designated territory. Collaborate with theDevelopment team and SVP to ensure the store is ready for opening uponconstruction completion, take and submit photos to the Development team for thefinal review, and conduct necessary follow-ups.
- Support the Senior VicePresident of Field Operations and various business teams in establishing newrestaurants, transitioning ownership, evaluating franchisee expansionopportunities, and finalizing renovations within the assigned region. Work intandem with the Development team and Vice President to guarantee the store'sreadiness for launch post-construction, capture and forward photographs to theDevelopment team for ultimate approval, and perform essential follow-up tasks.
- Contributes to siteevaluations in partnership with the Development team. Collaborates withDevelopment and Field Operations teams to pinpoint gaps and explore new formatopportunities. Supports corporate partners and Multi-Unit Owners (MUOs with 15+units) in remodeling and relocation initiatives. Partners with Development andField Operations teams to identify and assess opportunities for futureexpansion and potential transfers. Manages and strengthens essential corporatepartner relationships as needed. Fosters relationships with existing corporateand Multi-Unit Owners to support their growth efforts.
- Consult the multi-unitowner team regarding the current owners' ability or constraints in expandingwithin the brand. Additionally, provide guidance and additional training forstores undergoing a transition from one franchisee to another, throughout andafter the ownership transfer.
- Operationalize newinitiatives: kiosks, drive throughs, third party delivery, catering and otherprograms and that drive new business ensuring that the processes created areefficient and the system is educated accordingly. Drive adoption. Driveinnovation and continuous improvement in franchise operations and identify andleverage opportunities to enhance the customer experience, increase operationalefficiency, and optimize costs.
- Attends company andindustry events and conferences to network with colleagues and remain informedabout industry trends.
- Ensure adherence to allfederal, state, and local laws and regulations, company policies andprocedures, and franchise agreements.
- Responsible for a regionalfield operations team of up to 200, providing continuous guidance and support,regular feedback. Aids in achieving territory objectives by directing teamleaders to effectively exert influence in their designated area, encompassingstore operations, profitability, sales enhancement, and marketing activities.The position entails staff management, including organization staffing plans,recruitment, employee development, performance assessments, execution ofperformance strategies, corrective measures.
Qualifications:
- Bachelor's Degree in Business Management, Finance, Business Administration, Hospitality Management, Business Analysis, Franchise Management. MBA strongly preferred.
- 15+ years of Franchise Retail, Franchise Management, Field Operations with a track record of driving business growth and profitability
- 10+ years of experience in Multi-unit Operations management, preferably in the quick service restaurant industry.
- 10+ years of Restaurant experience
- 10+ years of experience in leading and managing teams, preferably in a franchised environment.Executive Leadership or Managerial experience leading leaders with medium to large teams
- Management and Executive Leadership: Exhibiting strong leadership skills to guide and sway stakeholder decisions and actions, coupled with the requisite gravitas, is crucial for attaining goals and objectives amidst a varied and demanding group of franchisees, as well as within the high-caliber leadership team at Subway, to ensure the fulfillment of key targets. Proven track record in leading and cultivating high-performing teams.
- Self-Development: Participates in designated training programs to enhance knowledge and skills. Attends all scheduled trainings and informational sessions, including University of Subway, cascade training calls, monthly business reviews, and team calls. Understands the goals and benefits of new initiatives and decisions to effectively convince franchisees and gain their commitment. Utilizes designated training programs to acquire new skills. Engages in all scheduled trainings, including online and cloud-based sessions
- Open to occasional travel for training within and outside the assigned territory, including field meetings, conventions, staff meetings, and visits to other company territories
- Fully understand the purpose and benefits of new programs and decisions in order to effectively influence franchisees and obtain buy in
- Management and Executive Leadership: Exhibiting strong leadership skills to guide and sway stakeholder decisions and actions, coupled with the requisite gravitas, is crucial for attaining goals and objectives amidst a varied and demanding group of franchisees, as well as within the high-caliber leadership team at Subway, to ensure the fulfillment of key targets. Proven track record in leading and cultivating high-performing teams.
- Industry Knowledge and Franchising: Possessing in-depth knowledge of franchising, particularly in the Quick Service Restaurant (QSR) sector. Proficient in franchise operations, encompassing financial management, marketing, merchandising, food safety, and compliance. Acute awareness of the financial factors driving business success. Strong understanding of franchise regulations and compliance requirements.
- Commercial: Exhibits a high degree of commercial acumen, capable of pinpointing potential profit opportunities and risks during business evaluations. Proficient in managing financial portfolios. Solid grasp of financial operations and profit & loss reporting. Financial knowledge includes comprehending Franchisee expenses to aid in devising efficient and profitable strategies, as well as forecasting, budgeting, and P&L management.
- Decision Making and Problem Solving: Proven expertise in resolving issues and achieving goals through a leadership team across diverse portfolios. Commended for teamwork, inventive strategies, and decisive action, with a focus on delivering results. Possesses robust analytical abilities, adept at problem-solving and making informed decisions, utilizing data and insights to propel outcomes. Demonstrates an intense sense of urgency, vigor, and the endurance to handle numerous priorities over sustained periods.
- Empower and Develop: Provides challenging and stretching tasks and assignments. Draws out solutions from individuals. Equips employees with the knowledge, tools and opportunities necessary for them to be effective. Invests time and attention in developing team members.
- Achievement: Sets challenging goals and work hard toward their completion, often exceeding expectations; excels at multi-tasking
- Drive and Motivation: Exceptionally motivated, autonomous, and focused on outcomes, with a strong commitment to operational excellence and delivering superior customer service.
- Initiative: Identifies opportunities to learn and advance in their field, displays willingness to engage in new activities, responsibilities, and challenges
- Persistence: Sees tasks through to completion despite frustrations and problems that may occur; rarely leaves tasks incomplete
- Adaptability: Ability to embrace and engage in a variety of different tasks and to function effectively in a dynamic work environment
- Independence: One's self-reliance and ability to make decisions and complete tasks without supervision. Is able to work independently and is dependable with delivering results.
- Dependability: Tendency to be punctual, responsible, and able to fulfill commitments
- Integrity: Tendency to follow the rules, tell the truth, and behaves in a professional and ethical manner.
- Confidence: Possesses self-assurance and ability to clearly articulate their ideas; acts decisively and without hesitation
- Analytical Thinking: Ability to solve problems logically and methodically by analyzing relevant information. Ability to analyze and interpret financial data/information, identify issues and their causes, and use good judgment in making decisions to resolve issues. High degree of detail orientation.
- Technical Skills: Possess the ability to learn technology initiatives and cascade this knowledge to others. Proficiency in Microsoft Office (strong Excel & Smart Sheets) and experience working with CRM software (FranConnect).
- Communication Skills: Ability to communicate clearly and effectively in different forms and with different audiences. Strong communication skills, detail oriented. Excellent written and verbal communication.
- Interpersonal Skills: Ability to work within a team, hands on approach during restaurant visits. Strong relationship-building and networking skills with a self-motivated attitude to work.
- Travel: Willingness to travel within the region and flexibility with schedule to accommodate operational needs which includes evenings and weekends. Valid driver's license and clean driving record.
What do weOffer?
- Insurance Plans (Medical/Dental/Vision/Life)
- 401k
- Competitive Bonus
- Mobility Allowance
- Tuition Reimbursement
- Company Holidays
- Employee Resource Groups
- Volunteering time
- Many More...
Actual pay is determinedbased on a number of job-related factors including skills, education, training,credentials, qualifications, scope and complexity of role responsibilities,geographic location, performance, and working conditions.
The Company is onlyconsidering applicants who are currently authorized to work in the country theposition is based. AA/EOE/D/V
Subway uses technology-assisted tools to supportour recruitment process. These tools strictly help organize and sortapplications based on job-related qualifications. All decisions are made by people - ourrecruiting team and hiring managers. If you have questions or would like torequest an alternative review process, please let us know.
Job Details
- Pay Type: Salary
- Employment Indicator: Regular