Director IT - Franchisee & Restaurant Support

Responsibilities

• Lead and develop a 75+ person Help Desk team providing B2B support to franchisees and restaurant operators
• Own the end-to-end technology experience and multi-year roadmap for franchise-facing platforms and systems
• Drive the adoption of AI and automation to improve support operations, incident resolution, and self-service capabilities
• Manage vendor relationships, technology budgets, and executive-level strategy for POS systems and restaurant hardware
• Collaborate with Engineering, Product, and Infrastructure teams to ensure scalable, secure, and highly available solutions
• Oversee Tier 1 and Tier 2 support operations, including high-severity incident communication and resolution

Requirements

• Bachelor's degree in Technology, Engineering, Business, or a related field
• 10-15 years of experience in technology, restaurant systems, or operations leadership
• 4-6 years of experience leading large teams or cross-functional technology initiatives
• Proven experience managing call center, contact center, or helpdesk operations
• Demonstrated experience deploying or scaling AI and automation capabilities in an operational environment
• Hands-on knowledge of POS systems, restaurant hardware, and in-store technology platforms

Preferred Qualifications

• Experience in Franchise, QSR, retail, or hospitality industries
• Experience operating in multi-unit or large-scale franchise environments
• Advanced degree or MBA

Benefits

• Competitive bonus and mobility allowance
• Comprehensive insurance plans (Medical, Life)
• Pension/401K/RSP options
• Tuition reimbursement
• Company holidays and volunteering time

About the Company

Subway is one of the world's most iconic brands, supported by a dedicated team of professionals serving thousands of franchisees globally. We focus on growing franchisee profitability, strengthening our brand, and creating long-term value through continuous innovation.