ABOUT FERNCREST
Ferncrest exists at the intersection of the outdoors and genuine hospitality. We build glamping destinations that give guests something they can't get from a hotel or a tent — a real experience, thoughtfully designed from arrival to departure. We're growing a national franchise network, and we're doing it the right way: with consistency, strong systems, and a guest experience that travels across every property we open.
We're early. The operating system doesn't fully exist yet. That's exactly why we're hiring for this role.
https://campferncrest.com/
THE OPPORTUNITY
This is a builder role. You won't step into a fully built machine — you'll design it, document it, and scale it across a growing network of franchise locations.
As Director of Franchise Operations, you take over once a property is ready to open and own everything that follows: the guest journey, customer service, franchise performance, brand standards, and the systems that make it all repeatable. You'll report directly to the Co-Founder and serve as the operational backbone of the brand.
If you thrive in ambiguity, love turning messy real-world problems into structured solutions, and want to build something that lasts — this is the role.
WHAT YOU'LL OWN
Franchise Operations
- Serve as the primary operational partner to franchisees from pre-opening through ongoing performance
- Build the onboarding, support, and audit systems that keep franchisees aligned and accountable
- Enforce brand standards with a persuade-first, enforce-second approach
Guest Experience
- Design and implement the end-to-end guest journey — from booking through post-stay feedback
- Translate brand ideas into scalable, repeatable systems across all properties
Customer Service
- Directly manage a remote CS team of four
- Build the decision frameworks, escalation paths, and communication standards that allow the team to operate independently
Operating Playbook
- Own the Ferncrest SOP library, training materials, and operational checklists
- Define what's standardized vs. flexible across properties
Systems & Technology
- Diagnose inefficiencies across the current tech stack (Cloudbeds, Akia, etc.)
- Define system architecture and introduce AI-driven workflows where they improve speed and consistency
Property Oversight
- Directly oversee operations at flagship and company-managed properties
- Use internal properties as a testing ground before scaling to franchisees
WHAT SUCCESS LOOKS LIKE AFTER 12 MONTHS
- Franchisees know how to operate and feel supported
- Customer service runs on systems, not escalation
- Clear playbooks exist for pre-opening, CS decisions, and franchise management
- The tech stack is simplified and more integrated
- AI is meaningfully improving communication and efficiency
WHAT WE'RE LOOKING FOR
- 7–10+ years in multi-unit or franchise operations
- Proven experience building SOPs, playbooks, and audit/QA systems from scratch
- Strong systems thinker — you see patterns, identify gaps, and create structure
- High emotional intelligence; can manage relationships while holding people accountable
- Comfortable with ambiguity and energized by early-stage environments
- Familiarity with hospitality, fitness, retail, or other multi-unit consumer businesses preferred
- Proficiency with operational tech; ability to define workflows (no coding required)
TRAVEL
Up to ~75% during peak periods for property openings, audits, training rollouts, and troubleshooting.
LOCATION
Tampa, FL preferred (33602). Open to U.S.-based candidates for the right fit. Hybrid with frequent site travel.
Pay: $120,000.00 - $150,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Relocation assistance
- Vision insurance
Work Location: Hybrid remote in Tampa, FL 33610
