Vice President, Field Operations

Vice President, Field Operations

Territory: Remote USA

Ready for a fresh, new career? Look no further because one of the world’s most iconic brands can help you get there.

Why Join Us? 

At Subway, “better” is baked into our DNA. We are a brand that believes in continued improvement … in our lives, our businesses, and our planet. From the handshake that started our very first sandwich shop to earning our position as the world’s leading restaurant brands, we’ve always embraced change and the path ahead. And today, we're making better living way easier.

Our purpose is about more than the food we serve in our restaurants. It’s centered on fueling healthy businesses and healthier lives. It is one of the most exciting times to join the Subway team and contribute to our transformational journey.

About the Role:
The Vice President of Field Operations (VP Field Ops), oversees the operational performance of all franchised restaurants in the US. The VP Field Operations is responsible for leading a national Field Operations team of up to 200 including Senior Directors, Directors and Managers 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 restaurant performance and profitability throughout the entire 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.

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. 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.

Responsibilities include but are not limited to:

Drive Performance

• Direct Operations to align with the organization's strategic objectives through the planning and 60% 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 quickservice 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. Assist the SVP and headquarters staff as needed.
• 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 postconstruction, 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.

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.

Qualifications:

• Master’s of Arts degree required in Business Management, Finance, Business Administration, Hospitality Management, Business Analysis, Franchise Management. MBA preferred.
• Certificate programs in Franchise Management, Food Safety, Food Handler, Food and Beverage, Hospitality, Restaurant Management and other related areas would be a plus.
• 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.
• Must have P&L experience and understanding. 
• Lead and influence stakeholders, franchisees, and leadership teams with strong skills and gravitas to ensure the fulfillment of key targets. Build and nurture high-performing teams.
• Deep knowledge of franchising, especially in QSR sector. Manage franchise operations, finance, marketing, merchandising, food safety, and compliance.  Strong understanding of franchise regulations and compliance requirements. 
• High commercial acumen, identify profit opportunities and risks, manage financial portfolios, and understand P&L reporting. Know franchisee expenses and devise profitable strategies. Handle forecasting, budgeting, and P&L management.
• Ability to resolve issues and achieve goals through diverse leadership team. Show teamwork, creativity, and decisiveness. Use data and insights to make informed decisions and drive outcomes. Have urgency, energy, and endurance.
• Highly motivated, autonomous, outcome-focused, committed to excellence and customer service. 
• Seeks learning and advancement opportunities, embraces new activities, responsibilities, and challenges.
• Completes tasks despite difficulties, rarely leaves tasks unfinished. Sets and meets high goals, exceeds expectations, excels at multi-tasking. 
• Engages in various tasks, functions well in a dynamic work environment.
• Punctual, responsible, fulfills commitments.
• Self-assured, articulates ideas clearly, acts decisively and without hesitation.
• Solves problems logically and methodically, analyzes and interprets financial data/information, identifies and resolves issues, pays attention to details.
• Possess the ability to learn technology initiatives and cascade this knowledge to others. Proficient in Microsoft Office (strong Excel & Smart Sheets) and CRM software (FranConnect).
• Communicates clearly and effectively in different forms and with diverse audiences, detail oriented, excellent written and verbal communication.
• Travel Requirement: 60 - 75% of time

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.