TITLE:Franchise Operations Manager
REPORTS TO:VP of Operations
RESPONSIBILITIES
Included but not limited to:
Franchise Operations
- Serve as the primary operational consultant for assigned franchise owners.
- Build strong relationships with franchisees through proactive communication and ongoing support.
- Provide coaching on operational best practices, business processes, staffing, customer experience, and center performance.
- Monitor operational performance and identify opportunities for continuous improvement.
- Develop corrective action plans and follow up on operational initiatives.
- Ensure franchisees are operating in accordance with Town Square standards, policies, and procedures.
- Partner with cross-functional corporate departments to support franchise success.
Pre-Opening Support
- Guide franchisees through the complete pre-opening process from construction completion through opening.
- Manage and monitor all operational readiness milestones.
- Review staffing plans, operational workflows, technology implementation, vendor setup, programming, transportation, and equipment readiness.
- Conduct opening readiness assessments to ensure centers are prepared for launch.
- Coordinate with Training, Development, Marketing, IT, Programming, and other internal teams throughout the opening process.
- Ensure franchisees successfully complete all operational requirements prior to opening.
Opening Support
- Travel to new franchise locations to provide on-site opening support.
- Lead multi-day opening readiness visits.
- Facilitate operational walkthroughs and real-life scenarios with the leadership team.
- Coach staff on daily operations, member experience and programming, safety procedures, and operational workflows.
- Observe team performance and provide immediate coaching and feedback.
- Identify operational gaps and assist the team in implementing solutions.
- Support franchisees through the critical first days of operation to ensure a successful launch.
Operational Site Visits
- Conduct scheduled operational site visits for existing franchise locations.
- Evaluate operational performance, staffing, programming, member engagement, customer service, compliance, and overall business operations.
- Prepare detailed site visit reports and action plans.
- Follow up on operational goals and improvement initiatives.
- Share best practices and operational resources across the franchise system.
Operational Excellence
- Assist in the development and continuous improvement of operational systems, tools, and resources.
- Support implementation of new corporate initiatives and operational programs.
- Participate in testing and rollout of new technology platforms and operational processes.
- Identify trends across the franchise system and recommend process improvements.
- Maintain accurate documentation of franchise interactions, site visits, and operational recommendations.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.
Requirements
- Bachelor's degree in Business Administration, Franchise Management, Healthcare Administration, Operations Management, Hospitality Management, or a related field preferred.
- Minimum of 3–5 years of franchise operations experience supporting franchise owners in a multi-unit franchise system required.
- Experience supporting franchise openings and operational site visits strongly preferred.
- Experience consulting with business owners and providing operational coaching.
- Healthcare, senior services, hospitality, fitness, retail, or service-based franchise experience preferred.
- Strong understanding of franchise business models and franchise support.
- Excellent project management and organizational skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Excellent verbal, written, and presentation skills.
- Proficiency in Microsoft Office and business technology platforms. Successful results of background check, and where applicable, additional state specific regulatory requirements
Travel Requirements
- Ability to travel approximately 30-50% of the time.
- Overnight travel required for franchise openings, operational site visits, conferences, and corporate meetings.
- Valid driver's license and ability to travel by air.
Core Competencies
- Franchise Operations
- Business Consulting
- Operational Excellence
- Relationship Management
- Project Management
- Operational Coaching
- Multi-Unit Operations
- Strategic Thinking
- Change Management
- Problem Solving
- Communication and Presentation Skills
- Customer Service Excellence
Success Measures
Success in this role will be measured by:
- Successful execution of franchise openings.
- Franchisee satisfaction and engagement.
- Operational consistency across the franchise system.
- Completion of opening readiness milestones.
- Timely completion of operational site visits and follow-up action plans.
- Adoption of operational best practices.
- Compliance with Town Square operational standards.
- Positive member and family experiences across franchise locations.
Pay: $85,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid jury duty
- Paid time off
- Paid training
- Referral program
- Vision insurance
Experience:
- Franchise Operations: 2 years (Required)
Willingness to travel:
Work Location: Remote
