Betsy Mercado has recently stepped into the newly created, crucial role of Chief People Officer at Jersey Mike’s, a leading franchisor in the fast-casual sandwich space. Her mandate is clear: to guide the company’s rapid expansion by developing comprehensive people strategies that reinforce Jersey Mike’s distinctive, people-first culture.
In this pivotal role, Mercado oversees the entire team member experience, from leadership development and talent management to compliance. Her goal is to drive initiatives that build high-performance teams and enhance organizational capability across the growing brand.
The Franchise Master Strategist
Mercado brings more than 20 years of human resources leadership and exceptional franchise expertise to the table. She most recently served as Chief People Officer at Flynn Group, recognized as the world’s largest franchise operator. There, she managed HR operations supporting over 2,700 restaurants and fitness clubs nationwide, overseeing everything from talent acquisition and leadership development to total rewards and HR technology.
Before her time at Flynn Group, Mercado sharpened her skills as Vice President of Human Resources for The Palm Restaurants, managing key areas including employee relations, compensation, and benefits.
From Psychology to People Strategy
Mercado’s journey into HR began after graduating from Towson University with a degree in psychology, leading her to an initial role in recruitment. That experience transitioned into an HR Generalist position, where she realized the business impact of the field and was inspired to earn her Master’s in HR from Johns Hopkins University.
It was during that academic period that she had a defining moment:
“I could combine my two passions: people and the restaurant industry.”
She spent nearly a decade honing her skills at The Palm Restaurant before joining Flynn Group. Betsy’s career success reinforces her core belief: “When you invest in people, you unlock extraordinary potential, and that’s what continues to drive my work today.”
In our latest Faces, meet Betsy Mercado.
What’s your favorite part about working in the industry? What’s your least favorite part, and how would you change it?
What I love about working in the restaurant industry as an HR professional is that it is one of the very few industries that can provide life-changing opportunities to individuals who don’t have a college degree or perhaps don’t come from the best background but still have the desire and the heart to succeed. After working in the industry for many years, I’ve come across many incredible people who may not have the on-paper credentials but are willing to work hard to accomplish their goals. There’s something deeply fulfilling about providing team members with the tools, resources, and support they need to succeed not just at Jersey Mike’s, but throughout their entire careers. What can be challenging at times is navigating the constant evolution within our industry—whether it’s shifts in workforce expectations, regulatory changes, or emerging technologies. However, I approach any changes through a people-first lens, prioritizing clear communication and transparency and preparing team members with the right resources to adapt.
It sounds like through your experience you really care about people, and you want to help them feel safe and comfortable, which is important in the industry. Please elaborate here.
Absolutely. Creating a workplace where employees feel safe, comfortable and valued is essential, not only because it makes people feel heard, but because it inspires them to bring their best selves to work every day. When employees know they are more than just a number, they become more engaged, committed and proud of where they work.
It’s not enough for people to simply be satisfied. They should feel genuine joy, pride and belong in their workplace. Without opportunities for employees to share their perspectives and speak on matters important to them, cultures can become cold and disconnected.
That’s what drew me to the profession of people and culture. At Jersey Mike’s we’re deeply committed to the growth and well-being of our team members, and their connection to the communities we serve. As the Company’s first Chief People Officer, I see it both as an extraordinary opportunity and a responsibility to champion personal and professional growth while fostering a culture where employees feel proud to contribute and be a part of something larger than themselves.
How can company leaders make HR a value within their organization?
I view myself as a business leader who happens to specialize in talent and culture. It’s important to have a strong, visible partnership with business leaders across the organization – working in partnership to shape strategy and drive business outcomes. I believe the most effective organizations are those where HR leadership collaborates closely with the rest of the leadership team, ensuring that decisions reflect both business goals and the human impact on employees. By embedding HR into the core of planning and decision-making, leaders create alignment between culture, employee experience, and business success – building a stronger, more resilient organization together.
Where do you see the industry heading in five years? Or are you seeing any current trends?
I see several transformative trends shaping our industry over the next few years, with AI and automation leading the way. As HR professionals, we must balance embracing forward-thinking with preserving and amplifying the value of our people and human connection. AI is increasingly becoming a part of how work gets done, almost like an employee itself, so HR’s role will be critical in guiding how technology and human talent intersect. By thoughtfully integrating AI into operations, we can enhance efficiency while ensuring employees remain engaged, empowered, and central to the business’ future.
What are you most proud of?
There have been many meaningful moments throughout my career, but what stands out most right now is the opportunity to serve as Jersey Mike’s first-ever Chief People Officer. Being entrusted by such a respected legacy brand to lead the team is both an honor and an incredible responsibility. I’m proud to be in a position where I can help shape the future of our people-first culture, strengthen our approach to talent development, and ensure that every team member—whether they’re in their first role or leading a franchise—feels valued, supported, and connected to something larger than themselves. It’s a privilege to contribute to the next chapter of Jersey Mike’s growth story.
Do you have any advice for people entering the profession?
My advice for anyone entering the profession is simple: listen deeply, stay relentlessly curious and help people take accountable steps forward. In a people-centered industry, it is essential not only to understand the needs and aspirations of employees but also to build genuine connections that reinforce a positive culture. What separates a good HR professional from a great one is the ability to turn listening into action by guiding employees toward next steps in performance, development, or mindset while fostering engagement, belonging, and confidence in their roles.