About the Role: The Director of Training & Operations Support serves as a strategic leader responsible for building, executing, and continuously improving the systems, training, and operational support that enable Franchise Partners, managers, and frontline H.U.N.K.S. team members to consistently deliver the H.U.N.K.S. Way across all markets in North America. This role goes beyond traditional training to serve as a key driver of operational readiness and performance excellence. It ensures teams are not only well-trained, but fully supported with the tools, processes, and development pathways needed to execute at a high level every day.
This leader is responsible for designing and delivering training programs that improve operator performance in the field, with measurable impact reflected in key business outcomes such as Net Promoter Score, Damage Claim Rate, Revenue per Truck, Team Member Retention, and other core operational KPIs.
As the steward of both learning and operational support systems for the brand, this leader oversees the full ecosystem of development and enablement, including Franchise Partner onboarding and ongoing support, frontline and leadership training, new franchise pre-opening readiness, system-wide learning content, and large-scale training initiatives and events.
The Director will design scalable frameworks that connect training directly to operational execution, improving consistency, strengthening leadership capability, increasing retention, and elevating customer experience across all locations.
What You’ll Do
Franchise Partner Training & Development
- Own the strategy, execution, and continuous improvement of training and development programs for Franchise Partners and their leadership teams.
- Ensure Franchise Partners have the tools, resources, and development opportunities needed to successfully operate and grow their businesses.
- Design and facilitate leadership training focused on operations, people leadership, sales, culture, customer experience, and profitability.
- Partner closely with Franchise Business Coaches, Franchise Operations leadership, and other key cross-functional partners to identify high-leverage performance improvement opportunities, deploy targeted training interventions, and track adoption, progress, and results over time.
- Ensure consistent execution and adoption of the College H.U.N.K.S. operating system and Core Values across all franchise locations.
H.U.N.K.S. Team Member Training & Development
- Lead the development and enhancement of all training programs for frontline H.U.N.K.S. team members.
- Create engaging onboarding experiences that prepare new H.U.N.K.S. to safely and confidently represent the brand in customers' homes.
- Develop learning pathways that reinforce customer service excellence, safety, professionalism, operational execution, and the H.U.N.K.S. Way.
- Establish development programs that help H.U.N.K.S. grow into future Team Leads, Operations Managers, and Franchise Partners.
- Partner with Operations leaders to ensure training is effectively adopted in the field and translates into measurable performance improvement and behavior change.
Pre-Opening & New Franchise Training
- Oversee all pre-opening training and onboarding programs for new Franchise Partners.
- Ensure new owners and leadership teams are fully prepared to launch and operate successful College H.U.N.K.S. businesses.
- Continuously improve the new franchise training experience through enhanced curriculum, facilitation, coaching, and operational readiness programs.
- Partner cross-functionally with Operations, Franchise Development, Marketing, and Support teams to ensure alignment, readiness, and successful business launches, with a focus on adoption of core operating standards from day one.
Learning Strategy & Training Innovation
- Own the strategic vision and execution of all learning and development programs across the franchise system.
- Enhance and evolve the \"Leading Up to the H.U.N.K.S. Way\" curriculum to increase engagement, completion rates, adoption, and learning retention.
- Implement innovative learning approaches including microlearning, blended learning, video-based training, coaching, and social learning.
- Create scalable development solutions that support rapid system growth and consistent operational execution across markets.
Content Creation, Media & Learning Resources
- Lead the development of engaging educational content, videos, presentations, playbooks, guides, and learning resources.
- Modernize training content through improved storytelling, graphics, visual design, and learner experience.
- Ensure all learning materials reinforce the H.U.N.K.S. Way, Core Values, safety standards, and customer service excellence.
- Design content with a strong emphasis on field adoption and practical application to drive behavior change and measurable results.
AI, Technology & Digital Learning
- Identify, evaluate, and implement emerging learning technologies that enhance development initiatives.
- Leverage AI-powered tools to improve content creation, coaching, performance support, and learner engagement.
- Oversee the Learning Management System (LMS), Knowledge Base, and future learning technologies.
- Analyze training data, learner performance metrics, and operational KPIs to continuously improve learning programs, drive measurable business impact, and ensure strong field adoption of best practices.
Events & System-Wide Training Experiences
- Oversee the planning, strategy, and execution of major company events, conferences, leadership summits, and workshops.
- Ensure all training events deliver exceptional educational value, engagement, and measurable outcomes.
- Facilitate large-scale presentations, workshops, and leadership development sessions.
- Use events as a platform to reinforce culture, drive alignment, strengthen execution, and accelerate adoption of key initiatives across the system.
Team Leadership & Department Management
- Lead, coach, and develop the Learning & Development team.
- Establish annual departmental goals and KPIs aligned with company strategy.
- Foster a culture of innovation, accountability, collaboration, and continuous improvement.
- Ensure alignment between learning initiatives and organizational priorities through strong partnership with cross-functional leadership teams, including Franchise Operations and Support functions.
What You Bring
- Bachelor’s degree in Organizational Development, Education, Human Resources, Business, Leadership, Communications, or a related field.
- 7+ years of progressive experience leading learning and development, training, leadership development, talent management, or organizational development functions.
- Experience building and scaling training programs across multi-unit, franchise, field operations, hospitality, retail, home services, or service-based organizations.
- Hands-on operational experience in franchising, home services, field-based operations, or other customer-facing, high-volume service environments strongly preferred; ideal candidates have personally run a business, managed a P&L, led field teams, or operated within a franchise or multi-unit system.
- Demonstrated success developing frontline employees into leaders and building leadership pipeline.
- Strong facilitation, presentation, and public speaking skills with the ability to engage audiences ranging from frontline employees to business owners and executives.
- Experience creating training content, videos, curriculum, and modern learning experiences.
- Knowledge of adult learning principles, instructional design methodologies, and organizational development practices.
- Experience leveraging LMS platforms, AI tools, digital learning technologies, and learning analytics.
- Proven ability to influence and build relationships across multiple levels of an organization.
- Exceptional communication, coaching, and stakeholder management skills.
- Passion for developing people, strengthening culture, and helping others achieve their full potential.
Travel & Work Environment Expectations
Flexible work from home options available.
