Director of Operations - Franchising

Primary Duties and Responsibilities

Franchise Operations:  
• Drive top-line revenue growth by supporting franchise units with tools, training and leadership to maximize AUR (Average Unit Revenue) 
• Supervise the Franchise Performance Directors and ensure franchisees receive support needed to meet compliance, operational standards, and profitability targets.  
• Develop and enforce service delivery standards to reduce rework and increase first-time quality.  
• Lead Franchisee audit initiatives and maintain visibility into performance metrics across the system.  
 
Internal Operations & Administration: 
• Manage day-to-day activities of their team, ensuring operational consistency and resource alignment. 
• Oversee job scheduling, documentation standards, margin tracking, and client experience initiatives.  
• Ensure operational systems and software are properly implemented and used effectively.   
 
Outsourced IT & HR Oversight: 
• Serve as the point of contact for outsourced IT Support, ensuring systems uptime, cybersecurity practices, and onboarding/offboarding procedures are maintained.  
• Support internal leaders and manage relationships with outsourced HR providers, including payroll coordination, benefits administration, and compliance with employment laws.  
 
Cross-Functional & Strategic Leadership: 
• Collaborate with Sales, Finance, and Marketing teams to execute aligned growth strategies, pricing models, and cost containment plans.  
• Lead operational planning for new franchisee launches and market expansion. 
• Identify and implement process and system enhancements to scale the business efficiency.  

Qualifications

• Bachelor’s degree in business, operations, or related field (MBA Preferred) 
• 8+ years of experience in a multi-unit operation,franchise experience preferred.  
• Demonstrated success in driving unit-level growth and holding teams accountable toCRM driven sales activity.  
• Experience managing business development staff or coaching sales organizations.  
• Knowledge of job flow software, Restoration Manager preferred.  
• Proven ability to manage outsourced vendors.  
• High emotional intelligence, problem-solving ability, and leadership presence.  
• Excellent communication and conflict resolution skills.