Technology Coach – Franchisee

Technology Coach – Franchisee Support

Location: Remote (US-based)

We are Dream Maker Bath & Kitchen, one of the nation’s most respected home remodeling franchises. Our Home Office team supports 48+ franchise locations across the U.S., with a fully remote staff spanning several states, and even Australia and Ghana. We operate by a well‑established Code of Values emphasizing respect, integrity, personal responsibility, and open communication. We begin meetings with our values, hire and coach by them, and work hard to ensure our culture remains uniquely collaborative, respectful, and people‑focused, unusual in the remodeling and construction world.

As a Technology Coach, you will be the primary guide for Dream Maker franchise owners and their teams as they implement and fully embrace our technology stack. You’ll blend customer success, SaaS onboarding, systems training, analytics guidance, and day‑to‑day problem solving, all with the goal of helping our franchisees run smoother, more profitable businesses.

• Lead new franchise owners through a structured, milestone‑based software onboarding journey.
• Configure core systems (Job Tread, Quick Books Online, Constant Contact, Zoho Analytics), including mappings, dashboards, integrations, and permissions.
• Train office managers, designers, production managers, and owners on their daily workflows.
• Ensure each new location achieves baseline usage benchmarks before the grand opening.
• Deliver virtual (and occasional on‑site) training, including one‑on‑ones, group sessions, and workshops.
• Create SOPs, how‑to guides, video walkthroughs, and best‑practice resources.
• Support franchise‑wide events: annual Reunion, Next Level Groups, and other training gatherings.
• Collaborate with the Training Department to maintain an up‑to‑date Knowledge Base.
• Serve as a daily resource for system questions, workflow issues, and optimization guidance.
• Analyze franchise performance using Job Tread, QBO, Constant Contact, and Zoho to identify trends and opportunities.
• Coach owners to improve adoption, operational health, job costing accuracy, and lead management systems.
• Coordinate with internal departments to resolve issues and streamline cross‑functional processes.
• Build strong, trusted relationships with franchise owners and Office Managers.
• Conduct recurring check‑ins to review KPIs, data integrity, and system usage.
• Develop action plans for locations falling behind on required software adoption.
• Partner with the Help Desk to triage tickets, identify recurring problems, and improve self‑service tools.
• Maintain clear notes in logs and ticketing systems.
• Provide insight into patterns that should inform future training materials.
• Help franchisees maintain accurate financial and operational data.
• Ensure proper use of cost codes, job costing structures, estimating templates, and workflow steps.
• Assist owners in understanding Zoho dashboards and interpreting network benchmarks.
• Gather system feedback from franchisees and relay it to the Technology & Operations teams.
• Support testing of new releases, integrations, or updates.
• Recommend improvements to onboarding, workflows, and documentation.

• Experience in SaaS customer success, implementation, training, or systems support.
• Working knowledge of several of the following:
  Job Tread or comparable construction/project management platform;
  Quick Books Online (job costing, mapping, chart of accounts, cost codes);
  Constant Contact or a similar email marketing platform;
  Zoho Analytics, Power BI, or similar BI tools.
• Ability to understand workflows, integrations, and data relationships.
• Comfortable training users with varying levels of tech confidence.
• Exceptional communication skills, patient, empathetic, and clear.
• Strong project management and follow‑through.
• Ability to influence and guide franchisees without direct authority.
• Demonstrated success in driving system adoption and measurable outcomes.
• Experience with franchise systems or multi‑location businesses.
• Background in construction, remodeling, home services, or related operations.
• Previous roles include Customer Success Manager, Implementation Specialist, Trainer, and Technology Coach.
• Cer…