Manager, Operations Excellence

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

Location: Miami

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.

About the Role:

The Operations Excellence Manager plays a critical role in shaping the Sandwich Artist experience by ensuring our policies, standards, and procedures are clear, practical, and designed with the restaurant team in mind.

This role bridges restaurant operations and brand execution, ensuring that every new process, tool, and standard supports franchisees and Sandwich Artists in delivering fresh, fast, and friendly service. The ideal candidate has lived both sides, leading inside the restaurant and from a centralized support function, and knows how to translate operational strategy into real-world simplicity.

Responsibilities include but are not limited to:

Team Member Experience & Engagement

• Serve as the advocate for Sandwich Artists — ensuring their perspective is represented in all operational decisions.
• Partner with Training & Development to create tools and resources that make operations training simple, engaging, and scalable.
• Identify friction points in restaurant routines and collaborate on solutions that improve efficiency, engagement, and retention.
• Support programs that recognize and celebrate operational excellence at the team and individual level.

Policy & Procedure Development

• Develop, update, and simplify operational policies and procedures that drive brand consistency, efficiency, and food safety across all Subway restaurants.
• Partner with cross-functional teams (Operations, Food Safety, Training, Marketing, Technology, Supply Chain) to align on new standards and ensure operational readiness.
• Translate brand initiatives and technical updates into clear, actionable guidance for franchisees and restaurant teams.
• Manage documentation systems and ensure all policies are current, compliant, and accessible through Subway's operational platforms.

Operational Implementation & Support

• Lead pilot process and validate new operational procedures, packaging or equipment in live restaurant settings, ensuring feasibility and ease of execution.
• Create implementation playbooks, toolkits, and communications to support new rollouts.
• Provide structured feedback and insights from field testing to inform final standards.
• Monitor execution and compliance through field visits, performance dashboards, and franchise feedback loops.

Field Partnership & Coaching

• Partner with Field Operations teams to support market-level execution and consistency.
• Facilitate workshops, virtual learning sessions, and operational deep dives for field operations and franchisees.
• Build strong, trusting relationships with field partners by being a hands-on, credible operations resource.
• Bring the "voice of the field" back to the Support Center to influence ongoing process improvement.

Qualifications:

• Bachelor's degree preferred. Equivalent professional experience accepted.
• 5–8 years of experience in the QSR or fast-casual industry, including:
  • 3+ years of in-restaurant leadership (General Manager or Multi-Unit Manager experience preferred).
  • 2–3 years of above-restaurant or corporate operations experience in policy, training, or process design.
• Proven experience launching or supporting new operational initiatives system-wide.
• Strong understanding of labor management, food safety, and guest service fundamentals.
• Experience working within a franchise organization strongly preferred.

Skills Needed for the job:

• Operational Expertise: Deep understanding of daily restaurant rhythms, systems, and standards that drive performance.
• Communication & Influence: Able to translate complex concepts into clear, practical direction for all audiences.
• Field-First Thinking: Passionate about improving the in-restaurant experience and removing barriers for Sandwich Artists.
• Cross-Functional Collaboration: Partners effectively across departments to drive aligned, brand-consistent execution.
• Analytical Insight: Leverages data, testing, and field feedback to improve process design and decision-making.
• Continuous Improvement Mindset: Always seeking simpler, smarter ways to support our franchisees and teams.
• Strong project management and rollout planning capabilities.
• Excellent written and verbal communication skills; skilled at creating tools, guides, and presentations.
• Confident facilitator with experience leading group discussions or training.
• Proficient in Microsoft 365, digital training tools, and operations systems.
• Curious, collaborative, and passionate about the Subway brand and mission.
• Demonstrates a strong sense of urgency and ability to prioritize effectively in a fast-paced environment

Success Measures

• Clear, consistent execution of new policies and procedures across markets.
• Positive franchisee and field feedback on clarity, support, and ease of implementation.
• Improved team member engagement and retention metrics.
• Enhanced guest experience through operational consistency and simplicity.
• Demonstrated alignment between Support Center initiatives and in-restaurant realities.
• Data-backed process improvements that increase Thru-Put and reduce friction.

What do we Offer? 

• Insurance Plans
• 401k
• Competitive Bonus
• Mobility Allowance
• Tuition Reimbursement
• Company Holidays
• 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