Director of Operations

American Fence Company•La Vista, NE

35d

About The Position

We're an established home services company expanding our enterprise and entering a dynamic phase of national growth through franchising, and we're seeking a proven Director of Franchise Development to lead our expansion efforts. This is a hands-on leadership role for someone who thrives in early-stage environments, where structure is still being built, processes are evolving, and every system you design will directly impact how franchisees operate and grow. If you have experience developing operational frameworks for home service brands, understand the balance between structure and entrepreneurship, and love turning vision into replicable systems we want to talk.

Requirements

2+ years of multi-unit or franchise operations experience, ideally with home service or service-based brands.
Proven track record developing systems and processes to scale a growing franchise network.
Hands-on experience designing and delivering franchise training and onboarding programs.
Strong understanding of CRM platforms and data workflows; ability to serve as an internal CRM administrator and trainer.
Experience integrating multiple operational technologies (field service software, customer portals, dashboards, etc.).
Excellent communication, coaching, and problem-solving skills.
Entrepreneurial mindset with comfort operating in a fast-paced, emerging-brand environment.
Ability to balance strategic planning with day-to-day execution.

Responsibilities

Build Operational Infrastructure:
Develop and document the systems, processes, and tools that support franchisee operations and scalability.
Standardize workflows across scheduling, service delivery, and customer management.
Franchise Onboarding & Training:
Design and lead new franchisee onboarding programs, including initial training, field coaching, and launch support.
Create training materials, operations manuals, and digital learning content.
Process Development & Optimization:
Audit and improve operational procedures to ensure consistency, efficiency, and brand compliance.
Partner with leadership on performance KPIs and reporting dashboards.
Technology & System Integration:
Serve as the CRM subject matter expert - lead the configuration, adoption, and integration of CRM and related technology (e.g., ServiceTitan, Jobber, HubSpot, or FranConnect).
Evaluate and implement additional software tools (territory mapping, scheduling, inventory, etc.) to support franchise network growth.
Franchisee Support & Coaching:
Establish a strong support model and communication cadence for franchisees.
Conduct business reviews and provide actionable recommendations for improvement.
Cross-Functional Leadership:
Collaborate closely with Marketing, Franchise Development, and Finance to align operations with brand growth initiatives.
Support preparation for Discovery Days, franchise openings, and performance audits.