Director, Franchise Operations

Hertz•GA, GA

5d•Hybrid

About The Position

Reporting to the Senior Director, Franchise Operations, the Director, North America Franchise Operations serves as the regional leader for franchisee support, operational excellence, and growth initiatives. The role manages franchise relationships for the Hertz, Dollar, and Thrifty brands, ensuring compliance with franchise agreements and brand standards. Key responsibilities include providing operational guidance and training, overseeing regional budget and P&L performance, maintaining franchise reporting and documentation, monitoring customer satisfaction metrics, and partnering with franchisees to improve performance and achieve brand goals.

Requirements

Bachelor’s degree required; advanced degree preferred
10+ years of experience in franchise operations, franchise development, business development, sales/account management, or multi-unit operations
Strong financial and business acumen, including the ability to analyze P&L statements, financial metrics, and operational performance
Proven ability to build trusted relationships and influence internal and external stakeholders across all levels of an organization
Excellent interpersonal, presentation, verbal, and written communication skills, with a strong customer and franchisee focus
Ability to travel up to 50%

Nice To Haves

Experience leading or supporting multi-unit, franchise, retail, automotive, rental car, or similar distributed-service operations preferred
Knowledge of franchise development, franchise agreements, and franchise relationship management preferred

Responsibilities

Analyze business performance, franchise fee income, and operating results across assigned franchise locations, identifying opportunities to improve profitability and growth
Monitor underperforming locations, partner with franchisees to develop corrective action plans, and coordinate resources to improve results
Deliver on-site and virtual training, coaching, and business development sessions for franchise partners.
Provide fleet modeling, business planning, and P&L support for new and existing franchisees
Support franchise growth initiatives by preparing franchise agreements, facilitating ownership transfers, and ensuring successful onboarding of new franchisees
Partner with Franchise Development, Operations, and Sales teams to identify new franchise opportunities and integrate multi-brand solutions into growth strategies and customer presentations
Assist with the planning and execution of annual conferences, regional workshops, and franchise conventions
Build and maintain strong, trusted relationships with franchisees to support business success, brand growth, and operational excellence
Serve as a strategic advisor and primary liaison between franchisees, the Franchise Council, and corporate leadership
Communicate new programs, initiatives, policies, and procedures, ensuring effective implementation and execution across the network
Foster collaboration across franchise support departments and continuously enhance communication channels and resources for franchise partners
Conduct regular on-site audits and business reviews to evaluate operational performance, ensure compliance with franchise agreements, and maintain brand standards
Complete and document location evaluations, audits, and recommendations for senior leadership
Oversee franchisee compliance with franchise agreements, disclosure requirements, and brand operating standards
Partner with Legal to develop, negotiate, execute, and maintain franchise agreements and related documentation
Manage contract administration processes, including franchise selection, approvals, transfers, addendums, defaults, insurance requirements, and purchase/sale transactions
Maintain and file franchise disclosure and registration documents for all applicable jurisdictions