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Franchise Support Manager

charlotte

Job description Job Summary The Franchise Success Manager (FSM) provides operational support to franchise locations, assisting with both day-to-day operations and long-term strategic planning. This role serves as a key link between the franchisees and the executive team, communicating progress, identifying opportunities for improvement, and delivering feedback to strengthen the overall franchise system. Responsibilities: Operational Excellence & ComplianceServe as the primary point of contact for improving franchise KPIs, operational efficiency, and adherence to brand standards. Conduct site visits to assess compliance, deliver operational training, and communicate guidance for improvement. Document findings from visits, including compliance adherence, opportunities for improvement, and recommended corrective actions. Identify root causes of operational challenges and implement solutions through action plans, business reviews, and targeted coaching. Ensure integrity and accuracy in reporting territory performance metrics and operational outcomes. Maintain seamless productivity while traveling, managing work effectively across multiple time zones and environments. Financial Performance & Unit EconomicsAnalyze franchise and territory-level P&L statements to assess financial health and identify improvement opportunities. Partner with franchisees to strengthen profitability and optimize business operations. Focus on improving unit economics through data-driven insights and financial coaching. Provide strategic guidance on market conditions, operational performance, and revenue growth opportunities. Franchise Relations & LeadershipBuild and maintain strong, productive relationships with franchisees and their teams, fostering collaboration and trust. Coach and inspire franchise owners to actively engage in brand initiatives and company-wide programs. Lead and support a team of Franchise Business Coaches to ensure consistent communication, accountability, and execution across the network. Serve as a liaison between franchisees and corporate leadership, aligning field operations with company objectives. Strategic Planning & ExecutionGuide franchisees in developing, implementing, and maintaining effective business plans tailored to their local markets. Support ongoing execution and follow-up to ensure long-term success and profitability. Utilize project management best practices to deliver initiatives on time and within scope, meeting or exceeding performance targets.Demonstrate strong analytical and problem-solving skills to identify key issues, drive root-cause solutions, and influence meaningful change. Skills and Abilities:Strong financial, analytical, and data management capabilities with a results-driven mindset. Excellent written and verbal communication skills with proven ability to influence, train, and consult effectively. Demonstrated success in driving performance within the franchise industry, with strong relationship-building and accountability skills. Highly organized and self-motivated, able to manage multiple priorities and meet deadlines with exceptional follow-through. Skilled in time management, problem solving, and exceeding performance goals. Proficient in Microsoft Office Suite and related business software. A proven ability to analyze data, identify trends, and implement effective strategies Education and Experience:Degree in a related field or equivalent professional experience (preferred). 2–3 years of experience in Business leadership, operations management, or related field. Minimum of 2 years of experience in the restoration industry. Corporate-level operations and sales support experience strongly preferred. Previous experience owning or managing a franchise is a plus. 3+ years’ experience in Sales, Lead Generation or Business Development (Preferred) Experience with CRM and field data collection tools (Preferred) Benefits:Health insurance Dental insurance Vision insurance 401(k) matching PTO