Franchise Operations Coach

The Franchise Operations Coach position ensures focus on company's brand reputation by leading and driving operational performance and overall customer satisfaction in all   within the DMAs. Assesses Operational Execution, evaluates company's processes, and partners with franchisees to reduce and resolve issues. Escalates QA related issues to our Quality Assurance partners. Develops and maintains successful franchise relations and provides leadership and influence within assigned DMAs and franchise organizations to achieve sales and customer count growth, operational objectives, financial results, re-investment, and development targets. Supports market growth, provides a strategic brand view to influencing the development of local plans, owns results, and improves the Brand Position in their DMAs. Effectively utilizes corporate resources, strategic partnerships, peers, and support functions to achieve business goals. The average portfolio of a Franchise Operations Coach will include 6-8 DMAs, 8-12 primary franchisees, and 20+ companies.

• Operations Performance Management -Leads and Conduct “Company Assessments†and provide coaching and feedback on assessment findings in support of brand protection initiatives, monitors Franchise companies performance through Key Performance Indicators, VOC, P&L Analysis, and through Quarterly Business Reviews with the franchisee. Monitors the Safety Assessment Processes as required; Identify and Manage Underperforming companies and franchisees; Evaluate individual franchise leadership engagement, customer and employee culture, business plan quality & business review, organizational structure, and provide coaching for improving overall effectiveness. Monitor and provide feedback to franchisees on Operational execution and performance. Deliver customer experience through influencing alignment with the “companies†model.

• Leadership Development Above Restaurant– Provides Coaching and Training to Multi-Unit leaders (DM and above) in partnership with the franchise leadership to ensure succession plans and bench development is in place; Partners with the Field Training Managers to identify and deliver in-restaurant training and development and ensures the organization is actively working on internal development and succession planning; Evaluate and drive individual franchisee operations excellence, as measured by customer feedback and internal evaluations; facilitate training and development on operations initiatives and ensure the organization is actively working on growth and development. Lead Training, LTO bundle rollouts and launch Corporate Initiatives as required. Coaches and identifies opportunities for improvements in Diversity, Equity and Inclusion with franchise leaders.

• DMA Management â€“ Supports and collaborates with DMA Leaders on strategic franchise and DMA level planning to drive market growth and performance, brand ranking, and growth through operations and enhanced facilities. Supports DMA Leadership activities (DMA President Succession Plan, DMA Communications) and coaches DMA Leaders on operational performance and measures. Partners with DMA leaders in supporting GM Rallies, DMA Meetings, and other DMA events. Coaches DMA Leaders on operational performance and measures.

• Initiative Compliance - Influence and ensure Franchisees are investing and remaining up to date on Operational standards and processes and Operating Equipment and ACS. Ensures Franchise's contact information is accurate in companies reporting systems.

• Development– Supports and collaborates our Development and Franchise partners on plans for franchisees to grow, re-image and re-invest in their companies using Joint Capital Planning processes; evaluate and support individual franchise financial performance, development commitments, and engagement in their DMAs. Provides FE follow-up as needed.

• Bachelor’s degree in Operations, Business Markets, and Management, Finance, Supply Chain or related field preferred 
• Minimum 5 years’ experience with increasing responsibility in operations management, including P&L management of multi-unit operations
• Successful track record in the franchise-related role, including multi-unit operations experience
• Ability to lead, influence and develop organizational capability as well as achieve results with a diverse group of stakeholders
• Natural capacity to quickly establish and build effective relationships across the organization
• Demonstrated strategic thinking capabilities and ability to lead growth and change initiatives
• Proven operating skills, financial and marketing acumen
• Established influencing, consulting, and communication skills; can influence, engage and motivate people
• Self-motivated, results-oriented, customer-focused team player, holds her or himself accountable for performance and takes absolute ownership
• High energy and ability to react to situations quickly and decisively, possessing self-confidence to be assertive when taking a position, and not afraid to make decisions