Position Overview: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.
Financial Leadership - 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.
- Ensure alignment across departments to deliver a consistent franchisee experience.
- 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 leadership
- Franchise operations expertise
- Enterprise change leadership
- Exceptional communication and executive presence
- Strong analytical and decision-making abilities
- Cross-functional collaboration and influence
- Customer- and franchisee-focused leadership style
Required Experience & Qualifications: - Bachelor's degree in Business, Operations, Management, or a related field, or equivalent experience.
- 10+ years of progressive leadership experience in franchise operations, multi-unit operations, or executive business leadership.
- Demonstrated success leading large operational organizations.
- Experience developing and executing business strategy.
- Strong financial management experience, including budgeting and P&L accountability.
- Proven success improving franchisee performance, operational execution, and organizational effectiveness.
- Experience leading organizational change and operational transformation.
- Ability to travel approximately 40-50%.
Preferred Qualifications - Experience within a franchisor or multi-unit service organization.
- Experience supporting private equity-backed organizations.
- Multi-brand leadership experience.
- MBA or other advanced business degree.
- Experience leading enterprise operational transformation initiatives.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
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