Job Summary The FranchiseTechnologyManager leads the Franchise Technology team in identifying, prioritizing, testing, and supporting technology improvements that strengthen the franchise-facing SERVPRO technology suite.
This role partners with the franchise community and key internal stakeholders to define business requirements, coordinate User Acceptance Testing (UAT), facilitate franchise pilot programs, evaluate third-party technology opportunities, and ensure technology initiatives are delivered with clear communication, practical training support, and measurable value to the franchise network.
You will - Lead the Franchise Technology team in identifying, prioritizing, and supporting improvements to the franchise-facing SERVPRO technology suite.
- Partner with the franchise community and internal stakeholders to gather input, define business needs, and translate operational feedback into clear technology requirements.
- Collaborate with Product Owners, Information Technology, Process Excellence, National Accounts, Field Operations, Franchise Learning & Development, and other stakeholders to align technology initiatives with business priorities and franchise needs.
- Collaborate with the Process Excellence team and appropriate subject matter experts to create and maintain current-state and future-state process maps for franchise-facing technology initiatives.
- Evaluate, test, and recommend third-party technology vendors and potential integration partners that may provide value to the franchise network.
- Develop test cases, define success criteria, coordinate User Acceptance Testing (UAT), and facilitate feedback collection for new technology, software integrations, and enhancements to existing systems.
- Coordinate franchise pilot programs, including pilot schedules, participating franchise selection, feedback collection, issue escalation, and readiness recommendations for broader implementation.
- Work with rollout and implementation stakeholders to identify risks, resolve challenges, and support timely delivery of technology initiatives.
- Partner with Franchise Learning & Development and Franchise Deployment teams to ensure training content, support materials, and key messages are accurate, practical, and delivered to the franchise community in a timely and effective manner.
- Ensure technology training and support resources help franchise users understand both how to use SERVPRO technology and why required actions are important to operational performance, customer visibility, client requirements, and key performance metrics.
- Manage the day-to-day activities of Franchise Technology teammates to ensure assignments, project work, and deliverables are completed according to plan.
- Develop Franchise Technology Specialists by providing coaching, guidance, and project oversight so they are prepared to support technology initiatives through discovery, requirements gathering, testing, pilot coordination, rollout, and ongoing franchise support.
- Coordinate with implentation stakeholders to address franchise feedback, support needs, and technology adoption challenges in a timely manner.
You have - Three (3) to five (5) years of experience working in a technology role such as support, project management, business analyst, or software training.
- Two (2) years of management experience is preferred
- Experience in Xactimate• and the Verisk suite of products.
- Experience with the Cotality suite of products.
- Expert knowledge of Microsoft Office; fluent in Microsoft Word, Excel, including pivot tables, and PowerPoint, Google Drive, WorkCenter• .
- Enjoy identifying and incorporating training best practices using lessons learned, industry standards, and client feedback.
- Possess the ability to lead, influence, and inspire others.
- Have excellent organizational, analytical, and communication skills
- Strong attention to detail to ensure accuracy and validation of results.
- Intellectual curiosity, along with excellent problem-solving skills, to be able to disaggregate issues, identify root causes and recommend solutions.
- Ability to execute/manage multiple projects simultaneously while balancing competing and changing priorities.
- Effective interpersonal and organizational skills.
- Effective written and verbal communication skills; able to conduct task demonstrations, develop and deliver presentations, convey technical concepts to non-technical audiences, and produce written training content.
- Strong focus on delivering excellent customer service.
Education - Bachelor's degree in business administration, technology, another related field, and/or comparable work experience.
What we offer - Excellent health benefits plan, which includes medical, vision and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time-off and paid holidays
- Paid parental leave
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
