Director IT - Franchisee & Restaurant Support

Director, Franchise & Restaurant Technology   Ready to build what’s next with one of the world’s most iconic brands?   Why Join Subway? At Subway, we are not standing still. We are building.   This is a business focused on what matters most: growing franchisee profitability, strengthening our brand and creating long-term value. The people who thrive here are the ones who want to make a real impact.   You will not just do the work. You will shape it.   We move fast. We think like owners. We make decisions that matter. We hold ourselves to a high standard because what we do directly impacts thousands of franchisees around the world.   If you bring energy, accountability and a bias for action, you will fit right in. We take the work seriously, but we also know the best results come from teams that support each other, celebrate wins and show up ready to build something better every day. This is your chance to be part of what’s next.   About the Role: The Director, Franchise & Restaurant Technology owns the end-to-end technology experience for franchisees and restaurant operators—including strategy, delivery, support, and continuous innovation of franchise technology—across Subway’s global network. This role leads a 75+ person Help Desk team (Own the Help Desk team and experience for the business-to-business support of franchisees).  Must have current or previous exp managing call center/helpdesk/contact center/etc.  This role represents Franchise & Restaurant Technology to executive stakeholders, franchisees, restaurant operators, and vendors. The Director is a senior technology leader who combines deep operational knowledge with a forward-looking approach to AI and automation. This role is expected to actively drive the adoption of AI-powered tools, intelligent workflows, and data-driven operations to improve franchisee satisfaction, reduce manual effort, and enable scalable, high-quality technology delivery across one of the world’s largest franchise networks.     Responsibilities include but not limited to: Lead This role leads a 75+ person Help Desk team.  Absolute MUST have exp with managing call center, contact center, helpdesk, etc.  Own end-to-end delivery of restaurant and franchise technology initiatives from planning through launch and continuous optimization Lead, develop, and retain a high-performing team of managers, platform leads, and senior individual contributors Build a culture of accountability, innovation, and customer-centric thinking — with AI and automation fluency as a core team capability Set clear expectations, delivery standards, performance goals, and development plans Build trusted relationships across a complex, matrixed organization to influence without authority and drive alignment Oversee hiring, onboarding, and organizational development across the franchise and restaurant technology team   Plan Own the multi-year technology roadmap for franchise- and restaurant-facing platforms, systems, and capabilities Prioritize initiatives based on operational impact, franchise feedback, ROI, and enterprise readiness Own vendor strategy and executive relationships for franchise and restaurant technology platforms, POS systems, and third-party solutions Navigate cross-team dependencies, delivery risks, and escalation paths with rigor and urgency Incorporate franchisee and restaurant feedback into product planning, platform prioritization, and continuous improvement cycles Lead platform evaluation, technical due diligence, and vendor performance management Manage budgets, forecasting, and cost optimization across the franchise and restaurant technology portfolio Represent franchise and restaurant technology needs in enterprise planning, architecture governance, and AI strategy forums Communicate complex technical and operational decisions into clear, actionable narratives that drive decisions at the leadership level   Build Own the strategy, administration, and lifecycle management of POS platforms and restaurant technology systems Collaborate with Engineering, Product, Infrastructure, and Platform teams to ensure scalable, secure, and highly available solutions Ensure solutions align to enterprise architecture, security, and integration standards while addressing the operational realities of a global franchise network Balance standardization, scalability, and flexibility across corporate and franchise environments   Innovate Embed AI and automation as core strategic pillars — identifying use cases, building the business case, and driving adoption across restaurant and franchise technology Establish governance and responsible use frameworks for AI and automation within the franchise and restaurant technology domain Champion the use of AI in knowledge management, incident resolution, and support operations — enabling faster resolution, self-service, and proactive issue identification Continuously improve support processes, SLAs, and franchise satisfaction metrics through data-driven insights and automation Drive adoption of AI-powered tools for franchisee support, operational analytics, predictive maintenance, and intelligent workflow automation Evaluate and position AI-enabled vendor capabilities as part of the platform selection and renewal process Partner with enterprise AI, data, and engineering teams to build scalable automation pipelines that reduce manual effort and improve service quality Track and communicate the business impact of AI and automation investments to senior and executive leadership   Support Directly own communication and resolution of high-severity incidents, emerging risks, and significant opportunities to appropriate leadership audiences, including executives Partner with training, change management, and communications to drive operational readiness and adoption support for new technology deployments Oversee Tier 1 and Tier 2 support operations for restaurant-facing technology, including POS, hardware, and in-store connectivity Partner with POS vendors and internal engineering teams to ensure system stability, uptime, and rapid issue resolution Prepare and deliver executive-level reporting on platform performance, franchise satisfaction, AI adoption, and strategic initiative progress Serve as a thought leader and senior subject-matter expert for restaurant and franchise systems at the enterprise level Represent franchise and restaurant technology to senior and executive leadership, franchise leadership, field operations, and restaurant support teams     Qualifications (some examples listed below): Education: Bachelor’s degree required in Technology, Engineering, Business, or related field; MBA or advanced degree preferred 10–15 years of experience in technology, restaurant systems, product, or operations leadership roles 4–6 years of experience leading teams or large cross-functional technology initiatives Demonstrated experience deploying or scaling AI and automation capabilities in an operational environment Franchise, QSR, retail, or hospitality experience strongly preferred Experience operating in multi-unit or franchise environments at scale Strong experience leading franchise, restaurant, or field technology functions in complex enterprise environments Demonstrated knowledge of AI, machine learning, and intelligent automation — including practical experience deploying AI tools in operational or support contexts Proven ability to build and execute technology roadmaps that integrate AI and automation as strategic capabilities Hands-on experience with POS systems, restaurant hardware, and in-store technology platforms (QSR, retail, or hospitality experience preferred) Ability to influence senior stakeholders and franchise partners and drive alignment across a matrixed organization Strong executive communication skills — able to present complex topics clearly and credibly at the leadership level Experience managing vendor relationships, platform portfolios, and technology budgets Demonstrated people leadership and organizational development experience Strong business acumen with a focus on operational impact, scalability, and value realization People Management: Yes; Direct Reports include managers, platform leads, and senior individual contributors Scope: Franchise- and restaurant-facing technology platforms, AI & automation initiatives, POS operations, and vendor portfolio Travel Requirements: Up to 15% (field, franchise, vendor, or cross-functional engagement)   What do we offer? Insurance Plans (Medical, Life) Pension/401K/RSP (country specific) Competitive Bonus Mobility Allowance Tuition Reimbursement Company Holidays Volunteering time And More...     Compensation: The base pay range for this role is $184,500 - $230,600 annually   Pay within this range will be determined in good faith based on job-related factors, which may include skills, experience, education/training, location, and internal equity.