Franchise Support Manager

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 & Compliance

• Serve 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 Economics

• Analyze 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 & Leadership

• Build 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 & Execution

• Guide 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