Senior Director, Operations

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 Senior Director of Field Operations is a commercial leader responsible for driving sustainable sales growth, franchisee profitability, and portfolio performance across a large, multi-state region. Leading a team of Directors of Franchise Performance, this role owns the execution of strategies that increase same-store sales, guest traffic, and average unit volumes across approximately 5,000 restaurants generating $2.8B in system sales.

This leader operates as a strategic growth partner to franchisees and multi-unit owners, using data-driven insights, market-level strategies, and disciplined performance management to unlock revenue and profit opportunities. Success in this role requires the ability to identify performance gaps, translate them into clear commercial actions, and drive adoption at scale through strong field leadership and franchiseeinfluence.

The role leads and develops a high-performing field organization of up to 50 team members, ensuring focus on the highest-impact levers of growth-traffic generation, check growth, digital adoption, and local market execution-while maintaining operational discipline as an enabler, not the objective.

In partnership with cross-functional leaders across Marketing, Development, and Operations, this role ensures that national initiatives translate into measurable in-market sales results, while shaping strategies based on frontline insights. The Senior Director is ultimately accountable for delivering against revenue, profitability, and franchisee performance targets, strengthening franchisee relationships, and accelerating portfolio growth through both performance improvement and market expansion.

Responsibilities include but are not limited to:

Drive Commercial Performance:

Revenue and AUV Growth

Set territory-level revenue and AUV growth targets in partnership with DFPs. Translate system-wide KPIs into market-specific sales plans covering traffic generation, check growth, catering development, and digital channel adoption including Sub Club enrollment, app-based ordering, and third-party delivery growth (DoorDash, Uber Eats, Grubhub). Hold DFPs accountable to measurable sales outcomes, not activity counts. Identify performance gaps by restaurant segment and convert them into time-bound commercial actions with defined ownership and follow-through dates.

Data-Driven Performance Management

Own the analysis of sales trends, comp performance, and unit-level profitability across the SE territory. Use data to direct where the field team invests its time. Ensure DFPs and MFPs conduct structured growth visits that produce documented franchisee commitments and measurable results. Identify when tools or resources need to be built or modified to remove barriers, and drive resolution through HQ partnership rather than working around gaps.

Franchisee Commercial Coaching

Operate as a strategic growth advisor to MUOs and high-potential franchisees. Coach franchisees on the specific revenue-generating behaviors that move AUV: attachment execution, shoulder-hour capture, third-party delivery channel optimization, catering program adoption, and local marketing activation. Calibrate engagement frequency and method by franchisee performance tier to ensure field capacity is concentrated where it generates the greatest return. Navigate franchisee relationship complexity, including ownership transitions, legal matters, and distressed situations, without allowing those issues to consume disproportionate leadership bandwidth.

For distressed and non-compliant restaurants, ensure Steritech audit results are reviewed, critical REV failures are escalated promptly, and brand protection actions are coordinated with Development and Legal as required.

BUILD AND LEAD A HIGH-PERFORMING FIELD TEAM

Lead a team of up to 6 DFPs overseeing up to 50 MFPs across approximately 5,000 restaurants generating $2.8B in system sales. Set clear performance expectations anchored in commercial outcomes, not operational checklists. Coach, develop, and hold DFPs accountable through structured feedback cycles, territory reviews, and individual development plans. Ensure succession depth exists within the region. Recruit and onboard field talent capable of operating as commercial coaches who drive franchisee behavior, not compliance monitors who report on it. Manage staff through performance evaluations, corrective actions, and onboarding in partnership with the VP Field Operations.

FRANCHISEE RELATIONSHIP AND INFLUENCE

Earn trusted advisor status with franchisees and MUOs by demonstrating business acumen and a consistent track record of improving their profitability. Lead territory business reviews anchored in commercial performance data. Influence franchisee behaviors through evidence-backed recommendations. Build credibility through consistency, follow-through, and honest assessments of what is working and what is not. Facilitate MUO portfolio meetings, profitability sessions, and listening groups. Attend key local business and industry events to maintain market-level relationships and intelligence.

CROSS-FUNCTIONAL AND STRATEGIC COLLABORATION

Represent the SE territory's field perspective in cross-functional planning to ensure national initiatives are commercially viable and executable at the restaurant level. Provide structured feedback on product launches, marketing campaigns, pricing changes, and technology rollouts before and after deployment. Participate in strategic planning with VP Field Operations on market expansion, consolidation opportunities, franchisee approval for growth, and AOP goal-setting. Ensure all activity complies with federal, state, and local laws and regulations, Subway company policies and procedures, and applicable franchise agreements.

Qualifications:

• Bachelor's Degree in Business Management, Finance, Business Administration, Hospitality Management, Business Analysis, Franchise Management. MBA strongly preferred.

• 10+ years of Franchise Retail, Franchise Management, Field Operations with a track record of driving business growth and profitability

• 7+ years of experience in Multi-unit Operations management, preferably in the quick service restaurant industru

• 8+ years of Restaurant experience

• 8+ years of experience in leading and managing teams, preferably in a franchised environment.Senior Leadership or Managerial experience leading leaders with small to medium teams

• 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