Manager, Franchise Technology & Operations
Brisbane QLD, Australia
Posted Thursday 26 March 2026 at 2:00 pm
Manager, Franchise & Technology Operations - Brisbane
Region: Brisbane, Australia
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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 transformational journey.
About the role
We are searching for a Manager, Franchise & Technology Operations - Brisbane to support our ANZ Team
This role is key in the Subway ANZ Operations team, responsible for ensuring the franchisee network can effectively use, adopt, and benefit from restaurant technology without disruption. This is an operations enablement role with a technology remit — the successful candidate does not need to be a technical specialist, but must have a strong working understanding of restaurant technology systems and how they function in a franchise environment.
This role supports effective use of restaurant technology platforms including Point of Sale (POS), Kiosk, Subway App, third‐party delivery (3PD) integrations, Digital Menu Boards (DMB), Payment Systems, Guest Care systems, and other restaurant technology tools. Technical build and configuration is performed by IT and relevant vendors; this role acts as the Operations representative — communicating requirements, instructing vendors and IT on how solutions should be configured from an end‐user perspective, and ensuring the franchisee network is supported through change.
Acting as the primary liaison between franchisees, technology vendors, and internal teams, this role functions closest to a product owner for restaurant technology — bridging the restaurant floor and the tech stack, advocating franchisee needs upward to IT and vendors, and keeping the network running without disruption. The candidate sought is neither a pure IT specialist nor a pure operations manager, but someone who has lived inside a franchise or multi‐site retail environment, understands what breaks at restaurant level and why, and can hold a credible conversation with both a franchisee and a technology vendor.
Responsibilities include but are not limited to:
Franchisee Technology Support & Escalation
* Serve as the Operations team's subject matter expert for all restaurant technology platforms, including POS, App integrations, 3PD, Digital Menu Boards, Kiosk, and payment systems — providing operational context and end‐user perspective to IT and vendor teams.
* Support IT as required in troubleshooting technology incidents affecting restaurant operations — IT remains the primary point of contact for incident resolution, with this role providing operational context to assist diagnosis and minimise disruption to franchisees.
* Act as the operational escalation contact for franchisees and Territory Teams across technology capability areas, triaging issues and coordinating with IT and vendors to drive resolution.
* Develop and maintain best‐practice guides and coaching resources for technology usage across the network — with an emphasis on practical, operator‐level guidance rather than formal training delivery.
* Engage with technology vendors to resolve operational issues, support configuration updates, and contribute to enhancements — vendor management in this role is limited to issues, changes, and configuration requirements rather than commercial or contractual oversight.
Franchisee Advisory & Feedback Program
* Leverage existing communication and advisory channels — including targeted WhatsApp groups and franchisee representative forums — to gather structured feedback on technology challenges, distil key themes, and prioritise issues at network level.
* Build and maintain a resolution roadmap, addressing franchisee technology issues through project initiatives or service management pathways in partnership with IT and vendor teams.
* Ensure experienced franchisees are involved in technology decisions that directly impact frontline operations — incorporating their input into requirements, design briefs, and piloting of new technology capabilities.
* Ensure franchisee voice is represented in technology decisions — connecting the restaurant floor to product, platform, and IT teams, and keeping franchisees informed of upcoming changes ahead of time.
* Act as the Operations team representative in technology project meetings and change management processes — contributing to briefs, responding to configuration and design questions from an end‐user perspective, and ensuring operational requirements are clearly articulated to IT and vendor teams.
* Lead user acceptance testing (UAT) for technology platforms and tools — including POS, App/Web, Kiosk, DMB, SubVentory, Subway Radio, SubOps, and the Business Coaching Log app (Safety Culture) — prior to rollout across the franchise network.
* Coordinate system upgrades and new technology rollouts across the franchise network in partnership with IT, vendors, and internal teams — ensuring operational readiness at each stage of delivery.
Rollout, Change Management & Adoption
* Own communications to Operations teams and franchisees across all technology initiatives and service incidents — ensuring the network is informed of upcoming changes, new launches, and platform updates ahead of time, through appropriate channels.
* Drive successful adoption of technology in the field through structured rollout and pilot programs — partnering with Operations, IT, and franchisees, and providing coaching‐based support rather than formal training delivery.
* Partner with Technology, Marketing, and IT teams to ensure solutions align with business objectives, guest experience goals, and the practical realities of franchise restaurant operations.
* Support integration of digital ordering platforms and loyalty programs within restaurant systems, representing operational requirements through the configuration and testing process.
Performance, Compliance & Reporting
* Track and analyse restaurant‐technology performance metrics, identifying opportunities for improvement.
* Provide regular reporting to Operations leadership on adoption rates, platform uptime, and other key technology metrics.
* Ensure all technology systems comply with data security standards and payment regulations.
* Implement protocols for safeguarding customer and business data.
* In conjunction with the Senior Director, Operations, develop and maintain Service Level Agreements, Break‐Fix Work Effort frameworks, and Enhancement Request Execution Processes.
Additional responsibilities that may apply due to country, location, or department differences.
Requirements & Skills/Abilities
* Bachelor's degree in Information Technology, Business, or related field.
* Experience in a QSR, hospitality, or retail franchise environment preferred.
* 5‐8 years' experience with a minimum of 5+ years of experience in technology management within retail, QSR, or other multi‐site business environments.
* Direct experience working within or supporting a franchise or multi‐site retail network at field level — not solely corporate technology deployment. First‐hand understanding of what breaks at restaurant level and why is essential.
* Strong working knowledge of POS systems, payment platforms, digital ordering technologies, and in‐restaurant tech ecosystems — sufficient to understand how systems function, identify configuration requirements, and instruct vendors and IT teams clearly, without needing to perform technical work directly.
* Proven ability to manage stakeholder relationships across franchisees, vendors, and internal teams simultaneously — including the ability to act as a product owner, articulating what the system should do from an end‐user perspective and driving requirements through IT and vendor delivery processes.
* Strong communication and influencing skills — able to translate technical complexity for non‐technical audiences, and operational context for technology teams, without formal authority over either group.
* Excellent problem‐solving skills and ability to work under pressure in a fast‐paced, multi‐site environment — with a coaching mindset that builds franchisee capability and confidence with technology rather than creating dependency on central support.
* Team collaboration working style with a self‐motivated, outcomes‐focused attitude.
* Proficiency in Microsoft Office Suite: Word, Excel, PowerPoint, Outlook.
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