In this pivotal role, you will act as the operational owner and architect behind network-wide technology rollouts-including proprietary CRMs, business intelligence platforms, and KPI reporting tools. You will bridge the gap between business strategy and technical execution, fostering positive and proactive relationships across internal departments, corporate leadership, external vendors, and franchise partners to scale systems that empower franchisees and support sustainable business growth.
ResponsibilitiesThe
Senior Manager, Franchise Technology Programs will be responsible for:
Mindbody Specialist & System Maintenance- Maintain direct, primary responsibility for all internal and external processes associated with Mindbody testing, implementation, and ongoing maintenance.
- Hold all internal and external parties, engineering teams, and stakeholders consistently accountable to technical deadlines and performance standards.
- Act as the primary point of contact and escalation for critical Mindbody-related configurations, troubleshooting, and network support workflows, working closely with the Technology, Performance, and the Global Onboarding and Support teams.
- Maintain direct, primary responsibility and act as the primary point of contact for all education support matters relating to Mindbody for both new and existing Franchisees and their studio-level staff, working closely with the Education, Performance, and the Global Onboarding and Support teams.
CRM Architecture & Implementation- Working closely with the Life Cycle Marketing, Performance and Technology teams, to lead the design, development, and system rollout of any CRM platform(s) tailored for each of the FIT House of Brands.
- Working closely with the Performance and Life cycle Marketing teams oversee CRM sales process workflows, lead-generation integrations, and automated or AI driven performance/education marketing systems within any CRM platform infrastructure.
- Work with internal and external stakeholders to formulate and execute beta tests and pilot programs for any new and all CRM features before network-wide deployment.
Technology Evaluation, Workflows & Special Projects- Work with internal stakeholders where needed on the identification, evaluation, and implementation of secondary technologies designed to optimize studio operational workflows and improve data integrity.
- Partner with the Operations Executive Team on high-value corporate technical and operational initiatives.
Vendor Performance & Contract Management- Establish and implement a robust technical vendor performance framework, including regular reviews, scorecards, and accountability loops.
- Work with the Technology team and the SVP, Global Product to manage tech vendor contracts from initial discovery up to executive-ready execution.
- Work with the Technology team and the SVP, Global Product to ensure any relevant Master/Service Level Agreements (MSAs/SLAs) are rigorously met, and proactively re-negotiate key vendor contracts to optimize cost structures and rebate terms.
Requirements- 8+ years of progressive experience in operations, technical project management, or franchise tech systems, with at least 5 years in management or senior project ownership role.
- Deep, expert-level familiarity with Mindbody software configurations, enterprise features, and multi-site scheduling ecosystems.
- Proven experience architecting and implementing robust CRM ecosystems (workflows, funnels, automations) at scale.
- Proven success leading cross-functional projects across multiple corporate departments.
- Deep understanding of the fitness and franchising industry is highly preferred.
Benefits- Medical, Vision and Dental benefits
- Competitive salary, based on experience
- 401(k)
- Flexible, Unlimited PTO
- Casual dress and laid-back work environment
- Fun, fitness and health orientated environment
