Location
This position may be performed remotely. This role is a heavy travel role. The successful candidate can expect to travel 50 - 75% of the time. This includes travel to Omaha, NE, where Scooter’s Coffee is headquartered on a monthly basis.
Vice President, Franchise Operations
At Scooter’s Coffee we’re not just serving amazing drinks, we’re creating moments that make people’s days better. We’re looking for a bold, people-first leader who is obsessed with the customer experience, energized by growth and change, and passionate about helping franchisees thrive.
The Vice President, Franchise Operations is a key architect of how our brand comes to life in every cup, every interaction, through over 900 stores and 32 states, every day. This leader will shape and scale an operations team that delivers speed, consistency, and unforgettable customer experiences across a rapidly growing system. We are looking for a leader that loves building high-performing teams, turning strategy into action, and elevating individual franchisees and the totality of the Scooter’s Coffee system in tandem.
You’ll play a critical role in ensuring that as we grow, we never lose what makes us special: fast, friendly service, consistent quality, and meaningful customer connections.
Because when we get the experience right, everything else follows.
What You’ll Do
Champion the Customer Experience
- Lead with a relentless focus on the end customer, ensuring every store delivers a consistent, fast, and memorable Scooter’s Coffee experience
- Translate brand promise into real-world execution that delights customers and builds long-term loyalty
- Elevate service standards across the system by coaching teams to see every interaction as an opportunity to win a customer for life
Build and Lead a World-Class Operations Team
- Lead, inspire, and grow a multi-layered field operations organization focused on driving sales, profitability, and a memorable customer experience
- Develop a team of Franchise Business Consultants (FBCs), building a culture of accountability, consistency, and high performance
- Empower the field operations team to lead with confidence, curiosity, and a service mindset—both internally and with franchisees
Scale Excellence Across the System
- Oversee key operational pillars that power growth and consistency:
- New Store Openings & Early Lifecycle Support: Ensure every location launches strong and builds momentum quickly
- Guest Experience: Continuously raise the bar on service, satisfaction, and brand consistency
- Operational Excellence: Drive efficiency, compliance, and profitability at scale
- Create systems and playbooks that make it easier for franchisees to deliver exceptional experiences, in every market, every day
Be a True Partner to Franchisees
- Build trusted, high impact relationships with franchise owners across all stages of their journey
- Coach, consult, and collaborate to help franchisees grow their business while protecting and elevating the brand
- Ensure field teams are delivering actionable insights and practical solutions that improve performance and guest experience
Turn Insights into Action
- Use data to understand customer behavior, operational performance, and growth opportunities
- Identify trends, remove friction, and prioritize initiatives that improve the guest experience and bottom line
- Measure what matters and continuously raise the standard
Drive Growth Through Innovation & Collaboration
- Proactively partner cross-functionally (finance, HR, legal, real estate, construction, and operations) to support seamless expansion and execution
- Work closely with National Operations to ensure alignment and consistency across the system
- Champion new tools, processes, and ideas that enhance efficiency and empower franchisees to succeed
What You Bring
- 10+ years of progressive operations leadership experience in QSR or fast casual with a brand over 500 units
- 10+ years progressive experience in a franchised brand
- 5+ years leading multi-layered teams and scaling field operations in a growing, dynamic environment
- A proven track record of building high-performing teams that deliver both results and exceptional customer experiences
- Strong strategic thinking paired with a bias for action—you don’t just plan, you execute
- Deep belief that customer experience is the ultimate differentiator and the discipline to operationalize it
- Experience navigating growth, change, and complexity with clarity and confidence
- Exceptional communication skills, with the ability to influence at every level from store teams to the C-suite
- A collaborative, humble leadership style grounded in coaching, feedback, and continuous improvement
- Bachelor’s degree in business or a related field (or equivalent experience)
- Ability to travel 50–75% to stay connected to the field and the customer experience
Job Level Competencies - M5
- Leads a team accountable for the performance and results of operations in a small- to medium-sized department/division or organization-wide function
- Has responsibility for 30–50% of the operations of a major function(s), in which actions can measurably increase or decrease department/division or organization-wide operating results OR has responsibility for a material portion of organization assets or processes—operations, finance, human capital—as determined by the President or CEO. This includes planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods. Responsible for the organizational design of department/division or organization-wide function. Position has a significant impact on small- to medium-size departments/divisions or large organization-wide functions
- Actions can measurably increase or decrease department/division or organization-wide operating results. Makes final decisions on administrative or operational matters and ensures the operation's effective achievement of objectives. Participates in department/division or organization-wide development of methods, techniques, and evaluation criteria for projects, programs, and people
- Develops and implements long-term strategies for the department/division or organization, and for major initiatives that shape its long-term future
- Has authority to significantly modify the major or most significant policies and processes in the function; expected to recommend innovation and improvement to policy and procedures on issues of high dollar impact for the department/division or organization
- Responsibility to develop and maintain budgets for large departments or multiple departments; signature authority. Ensures budgets meet organization requirements
- Recognized as the department/division or organization’s expert in one of the primary areas of operations within a function
- Problems are resolved through abstract and conceptual analysis and require innovative thinking and problem solving that impacts two of the three dimensions of management at the department/division or organization level—operations, finance, or human capital
- Applies in-depth knowledge of the function, department/division, strategies, and the organization goals; decisions effect long-term operational results delivered, and typically effect the financial, employee or public relations aspects of the department/division or organization
Disclaimer
The functions and skills described here are general in nature and represent the type of work performed, but they do not constitute an exhaustive list of all duties and responsibilities performed on the job. A successful candidate must be able to meet the listed essential duties and physical demands of the position, either with or without reasonable accommodation.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
