Head of US Franchisee Performance

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 Head of Franchisee Performance oversees the operational performance of all franchised restaurants in the US. They lead leads a team of Senior Directors and Managers of Franchise Performance (DFP and MFP), collaborating closely with franchisees and corporate departments to ensure operational excellence, brand consistency, and customer satisfaction. Additionally, the VP Field Ops develops and implements strategies to increase sales, reduce costs, and enhance operational efficiency throughout the franchise network.

This crucial position is key to supervising the operational excellence of around 20,000 franchised restaurants and overseeing $11 billion in system sales across the US. It involves providing strategic executive leadership and direction to US Field Operations, setting the vision, and driving the development and execution of all franchise and operational initiatives, all while striving for continuous improvement in every facet of the business. It also entails leading the brand's transformation into a Quick Service Restaurant (QSR) that genuinely represents a Customer Experience philosophy.

This role is responsible for leading a national Field Operations team of up to 200 including Senior Directors, Directors and Managers Franchise Performance tasked with fostering Franchise partnerships, providing strategic business guidance, and collaborating with Franchisees to enhance restaurant performance and profitability throughout the entire portfolio. The role involves leading, managing and coaching field teams to guarantee the creation, execution, and finalization of training initiatives, performance assessments, and promoting cooperation with various departments to propel business expansion and achievement.

Ultimately responsible for managing and guiding Subway Franchise owners and large Multi-unit Franchise owners towards increased sales and profitability, thereby promoting portfolio growth. Collaborates with senior leadership to establish strategic goals and translate these into actionable operational plans and priorities. Engages with business 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 that the performance of locations and franchisees within the designated territory aligns 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), and Brand operations teams to ensure alignment and operational support for the Franchisees.

Guiding and collaborating with the Field Operations team to spearhead business growth by identifying opportunities for consolidation or expansion within their market is key to fostering strong relationships with Franchisees, which is vital for the success of the franchise network

Responsibilities include but 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 Field Operations teams and cross-functional business teams in developing new restaurants, transferring ownership, assessing franchisee growth potential, and completing remodels within the designated territory. Collaborate with the Development team and SVP to ensure the store is ready for opening upon construction completion, take and submit photos to the Development team for the final review, and conduct necessary follow-ups.
• Support the Senior Vice President of Field Operations and various business teams in establishing new restaurants, transitioning ownership, evaluating franchisee expansion opportunities, and finalizing renovations within the assigned region. Work in tandem with the Development team and Vice President to guarantee the store's readiness for launch post-construction, capture and forward photographs to the Development team for ultimate approval, and perform essential follow-up tasks.
• Contributes to site evaluations in partnership with the Development team. Collaborates with Development and Field Operations teams to pinpoint gaps and explore new format opportunities. Supports corporate partners and Multi-Unit Owners (MUOs with 15+ units) in remodeling and relocation initiatives. Partners with Development and Field Operations teams to identify and assess opportunities for future expansion and potential transfers. Manages and strengthens essential corporate partner relationships as needed. Fosters relationships with existing corporate and Multi-Unit Owners to support their growth efforts.
• Consult the multi-unit owner team regarding the current owners' ability or constraints in expanding within the brand. Additionally, provide guidance and additional training for stores undergoing a transition from one franchisee to another, throughout and after the ownership transfer.
• Operationalize new initiatives: kiosks, drive throughs, third party delivery, catering and other programs and that drive new business ensuring that the processes created are efficient and the system is educated accordingly. Drive adoption. Drive innovation and continuous improvement in franchise operations and identify and leverage opportunities to enhance the customer experience, increase operational efficiency, and optimize costs.
• Attends company and industry events and conferences to network with colleagues and remain informed about industry trends.
• Ensure adherence to all federal, state, and local laws and regulations, company policies and procedures, and franchise agreements.
• Responsible for a regional field operations team of up to 200, providing continuous guidance and support, regular feedback. Aids in achieving territory objectives by directing team leaders to effectively exert influence in their designated area, encompassing store operations, profitability, sales enhancement, and marketing activities. The position entails staff management, including organization staffing plans, recruitment, employee development, performance assessments, execution of performance 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 we Offer?

• 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 determined based 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 only considering applicants who are currently authorized to work in the country the position is based. AA/EOE/D/V

Subway uses technologyassisted tools to support our recruitment process. These tools strictly help organize and sort applications based on jobrelated qualifications. All decisions are made by people - our recruiting team and hiring managers. If you have questions or would like to request an alternative review process, please let us know.

Job Details

• Pay Type: Salary
• Employment Indicator: Regular