Director IT - Franchisee & Restaurant

Director IT - Franchisee & Restaurant Support

Posted Monday 18 May 2026 at 5:00 am

We are Subway Headquarters! A dedicated team of professionals supporting thousands of franchisees around the globe.

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.

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.

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…