Director IT - Franchisee & Restaurant Support

The Subway HR Team•Shelton, CT

2d•$184,500 - $230,600

About The Position

We are Subway Headquarters! A dedicated team of professionals supporting thousands of franchisees around the globe. This role is for a Director, Franchise & Restaurant Technology. At Subway, 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.

Requirements

Bachelor’s degree required in Technology, Engineering, Business, or related field.
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.
Must have current or previous exp managing call center/helpdesk/contact center/etc.
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.

Nice To Haves

MBA or advanced degree preferred.
Up to 15% travel (field, franchise, vendor, or cross-functional engagement).

Responsibilities

Lead a 75+ person Help Desk team.
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.
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.
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.
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.
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.