Franchise Success Coach and Learning Development Specialist

Description

Franchise Success Coach and Learning Development Specialist
Department: Franchise Success
Location: American Fork, UT - Hybrid/On-Site
Employment Type: Full-Time
Travel: Periodic travel to support assigned franchise locations, training, and company events

The Franchise Success Coach and Learning Development Specialist helps franchise owners improve business performance while building the training and knowledge resources that support success across the Zerorez network.

This role coaches an assigned portfolio of franchise owners on profitability, operational marketing, leadership, and growth. As an active member of The Circle of Success Center of Excellence (CoE), this person also helps build and maintain the Learning Management System (LMS) and Global Knowledge Base, turning approved expertise and proven field practices into clear, practical resources.

The role connects franchise support with organizational learning: recurring challenges identified through coaching inform new training, and effective training helps franchise owners and their teams execute consistently.

• Build trusted relationships with an assigned portfolio of franchise owners and serve as their primary coaching contact.
• Develop practical action plans with clear goals, owners, and follow-up dates; coach franchisees through implementation.
• Guide owners in applying brand standards and approved practices across sales, staffing, customer service, and daily operations.
• Connect franchisees with marketing, technical, and other specialists when their needs require additional expertise.
• Deliver targeted workshops, webinars, and coaching sessions for franchise owners, managers, and their teams.

• Administer the LMS, including user access, course organization, learning assignments, completion tracking, and routine learner support.
• Help build and maintain role-based learning paths for priority audiences, including technicians, customer service representatives, managers, franchise owners, and coaches.
• Work with CoE leadership and subject matter experts to turn approved procedures, technical information, and operational playbooks into practical learning materials.
• Create and update courses, short instructional videos, job aids, quizzes, and assessments using consistent templates and available authoring tools.
• Coordinate subject matter review and approval before publishing technical or operational content.
• Track participation, completion, assessment results, and learner feedback to identify where training needs improvement.
• Coordinate platform issues requiring technical support with the LMS vendor or appropriate internal resources.

• Help build and maintain the Global Knowledge Base as an organized, searchable source of approved operational guidance.
• Establish consistent content categories, naming conventions, version control, and review schedules with CoE leadership.
• Convert recurring franchise questions and successful field practices into reusable articles, FAQs, checklists, and playbooks.
• Work with subject matter experts to keep resources accurate, current, and aligned with Zerorez brand standards.
• Support selected field trials and rollouts by preparing instructions, training materials, and feedback surveys.
• Bring franchise feedback into CoE planning and recommend improvements based on business impact and frequency of need.

• Three or more years of relevant experience in franchise operations, business coaching, multi-unit management, or a comparable role supporting business owners or managers.
• Ability to interpret P&L statements and business metrics and translate findings into…