Manager, People Services Operations

Subway•Miami, FL

1d•Onsite

About The Position

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 People Service Delivery Manager is an individual contributor responsible for managing HR and Talent Acquisition-related vendor relationships and contracts, and maintaining the integrity of HR compliance, policies, handbooks, and templates. This role serves as the backbone of the People function, ensuring the resources and vendor partnerships that support the employee experience are current, compliant, and well-managed. This role also supports HR projects, coordinating cross-functional stakeholders to keep initiatives on track. This is an in-office role based can be based in either Miami, FL or Shelton, CT.

Requirements

Bachelor's Degree in Human Resources, Business Administration, or related field.
5+ years of HR operations, HR coordination, or related experience.
Demonstrated experience managing vendor contracts, invoices, or procurement coordination.
Experience drafting and maintaining HR policies, handbooks, or compliance documentation.
Strong attention to detail with excellent organizational and document management skills.
Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
Strong written and verbal communication skills; comfortable working cross-functionally with Finance, Legal, and HR leadership.
Experience supporting Talent Acquisition and HR operations through the use of HR systems, including HRIS, ATS, and related platforms such as Dayforce or similar tools.

Responsibilities

Maintain and update all HR policies, employee handbooks, forms, and templates to ensure accuracy and compliance.
Stay abreast of evolving HR and employment laws, regulations, and compliance requirements, ensuring policies, procedures, and people processes remain aligned to mitigate risk and protect Subway.
Partner with Legal and HR leadership to incorporate regulatory changes and internal updates into policy documentation on a timely basis.
Manage version control and ensure all documents are appropriately stored, accessible, and current in relevant systems.
Conduct periodic audits of HR documentation to identify gaps or outdated content.
Serve as the go-to resource for People team members seeking current policy documents or templates.
Define, track, analyze, and report on SLAs, KPIs, and service delivery data across people service transactions, leveraging analytics and trends to identify improvement opportunities, inform decision-making, and enhance operational performance.
Partner with HR Technology to optimize HR systems and identify automation and self-service opportunities to reduce manual effort and improve employee experience.
Support audits and compliance reporting as needed.
Document and maintain standard operating procedures (SOPs) for all service processes
Own the end-to-end management of HR vendor contracts, including renewals, amendments, and terminations.
Process and track HR-related invoices, coordinating with Finance to ensure timely and accurate payment.
Serve as the primary point of contact for HR vendors, search firms, staffing agencies, and other partners, managing day-to-day relationships, ensuring alignment to processes, and resolving service issues in accordance with contractual and compliance requirements.
Evaluate existing vendor performance and identify new partners, tools, or service options that can enhance HR and Talent Acquisition operations, improve service delivery, and support evolving business needs.
Act as Admin for the applicant tracking system (ATS) and background check provider platforms, maintaining a deep understanding of end-to-end processes, configuration, user access, and workflows to support efficient operations and identify compliance risks or process gaps.
Oversee vendor administration activities such as adding and removing users, troubleshooting issues, monitoring service performance, and understanding how employment vendors integrate with HR systems to ensure accurate data flow, process alignment, and ongoing compliance.
Support smaller-scale HR projects from scoping through execution, tracking milestones, deliverables, and timelines.
Coordinate cross-functional stakeholders to keep initiatives on track and within scope.
Communicate project status updates to HR leadership and relevant partners.
Identify and flag risks or blockers proactively, proposing solutions where possible.