Vice President of Franchise Operations

The Vice President of Operations serves as the senior operational leader for the brand and is responsible for developing and executing the operational strategy that drives franchisee success, system growth, customer satisfaction, and financial performance.

Reporting directly to the Brand President, the Vice President is a member of the Brand Leadership Team and partners closely with Franchise Development, Marketing, Finance, Product, Technology, Human Resources, and Shared Services to develop and execute strategies that strengthen the franchise system and achieve the brand's strategic and financial objectives.

This role provides executive leadership to the Operations organization while building the people, processes, systems, and organizational capabilities necessary to support a growing franchise network. The Vice President establishes operational vision, drives organizational effectiveness, improves franchisee unit economics, and ensures operational excellence across the brand.

Core Responsibilities:

Executive Leadership & Strategy

• Develop and execute the brand's operational strategy in alignment with overall business objectives.
• Serve as a strategic advisor to the Brand President and executive leadership team.
• Participate in annual strategic planning, budgeting, and long-range business planning.
• Translate company strategy into operational priorities, initiatives, and measurable outcomes.
• Identify emerging opportunities, risks, and industry trends that impact the franchise system.
• Champion innovation and continuous improvement throughout the organization.

Operational Leadership

• Provide executive leadership for all operational support functions across the franchise system.
• Establish operational standards, service models, and support strategies that enable franchisee success.
• Ensure consistency in operational execution across all markets.
• Drive operational scalability to support continued system growth.
• Oversee operational governance and accountability across the organization.

Franchise Performance & Business Growth

• Own franchise system operational performance and franchisee business health.
• Drive improvements in franchisee profitability, operational execution, customer satisfaction, and unit economics.
• Establish performance expectations and accountability measures for franchisees and Operations teams.
• Partner with Franchise Development to improve franchisee onboarding, ramp-up, and long-term success.
• Lead initiatives that improve franchisee engagement, retention, and overall system performance.
• Partner with the Brand President to achieve annual revenue, EBITDA, and operational performance objectives.
• Develop and manage the Operations budget.
• Analyze operational and financial metrics to identify trends and improvement opportunities.
• Allocate operational resources to maximize organizational effectiveness and return on investment.
• Ensure operational initiatives support overall business profitability.

Organizational Leadership

• Build, lead, and develop a high-performing Operations organization.
• Recruit, develop, and retain exceptional operational leaders.
• Create succession plans for key leadership positions.
• Foster a culture of accountability, collaboration, innovation, and continuous learning.
• Mentor Directors and senior leaders to strengthen organizational capability.

Cross-Functional Leadership

• Partner with Franchise Development to optimize franchise lifecycle support.
• Collaborate with Marketing, Finance, Product, Technology, Training, and Shared Services to execute strategic initiatives.
• Represent Operations during executive planning and enterprise initiatives.

Operational Excellence & Transformation

• Lead enterprise-wide operational improvement initiatives.
• Drive adoption of systems, technology, automation, and best practices.
• Evaluate organizational structure and operational processes to improve efficiency and scalability.
• Sponsor change management initiatives across the franchise system.
• Promote a culture focused on continuous improvement and operational excellence.

Governance & Risk Management

• Ensure compliance with franchise agreements, operating standards, and company policies.
• Identify operational risks and implement mitigation strategies.
• Maintain effective operational controls and governance practices.
• Support business continuity planning and organizational resilience.

Critical Skills & Attributes:

• Executive leadership and strategic thinking
• Strong financial and business acumen
• Ability to influence executive stakeholders
• Organizational development and talent…