Manager, Franchise Tech Systems

Overview

The Manager, Franchise Tech Systems is responsible for leading the day-to-day support and operation of franchisee-facing business systems across a multi-brand environment, ensuring the effective and reliable use of appointment-based point-of-sale (POS) platforms (Mindbody, Booker) and related technology.

This role functions as a player-coach, combining hands-on system ownership and escalation management with team leadership. The Manager serves as a subject matter expert in core platforms, owns resolution of complex and ambiguous issues, and drives improvements that reduce recurring support needs over time.

In addition to leading the support team, this role is accountable for ensuring that system-related work — including pricing updates, configuration changes, and operational processes — is executed accurately, consistently, and at scale.

This position requires strong judgment, deep system understanding, and the ability to operate independently in a fast-paced, highly interconnected environment.

Well Biz Brands Benefits:

• Flexible time off and holiday schedule
• Medical, dental, vision, and life insurance
• Health Savings Account
• Flexible Spending Account
• 401K match
• Monthly allowance for spend at Well Biz Brands, Inc. owned brands
• Cell Phone reimbursement
• Free Employee Assistance Plan

Compensation Range: $75,000.00 - $85,000.00/annually. Offers to select candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.

Salary ranges reflect Colorado disclosure requirements. Compensation may vary by geographic location for candidates working outside Colorado.

Position Responsibilities:

Team Leadership & People Management

• Lead, coach, and develop a team of Specialists supporting franchise tech systems
• Manage onboarding and performance management for direct reports
• Set clear expectations for quality, ownership, and accountability across the team
• Ensure effective coverage and workload distribution across support and project work
• Foster a culture of ownership, curiosity, and continuous improvement

Franchise Systems Support, Execution & Escalation Management

• Own end-to-end support operations for appointment-based POS platforms (Mindbody, Booker) and related systems
• Serve as the primary escalation point for complex or high-sensitivity issues, driving resolution across internal teams and external vendors
• Ensure accurate and timely execution of system-related work, including pricing updates, service configuration, promotions, and data changes
• Oversee and ensure quality of NSO, transfer, and closure processes across all locations
• Establish and maintain standards for ticket handling, escalation, and resolution quality
• Identify recurring issues and drive root-cause resolution to reduce repeat support volume

Systems Ownership & Process Improvement

• Develop and maintain deep expertise in core platforms, serving as a subject matter expert for the team
• Identify inefficiencies in workflows and assist in designing improvements to increase scalability and reduce manual effort
• Partner with leadership to define and maintain system standards and operational best practices
• Drive improvements in how work is executed, documented, and shared across the team
• Identify opportunities for automation, tooling, or self-service solutions

Vendor & Cross-Functional Partnership

• Manage day-to-day coordination with system vendors (Mindbody, Booker), ensuring timely issue resolution

• Escalate and partner with leadership on higher-level vendor concerns or roadmap discussions

• Collaborate with Operations, Marketing, Finance, and Brand teams to support system-related initiatives

• Ensure alignment between system execution and business needs

Process, Documentation & Training

• Ensure documentation is created,…