Franchise Onboarding Manager

The Milk Shake Factory•Pittsburgh, PA

33d•Hybrid

About The Position

The Franchise Onboarding Manager is the primary point of contact for new MilkShake Factory franchisees from the moment they sign their Franchise Agreement until the day their store is handed off to training for opening. This role ensures that every franchisee moves through our pre-opening process efficiently, confidently, and in full alignment with our brand and operational standards. This position requires exceptional organization, proactive communication, and the ability to simplify complex tasks into clear next steps. You will guide new owners through permitting, vendor setup, construction timelines, financing tasks, and operational readiness, acting as a connector between franchisees and our internal support teams. Ideal candidates have experience in roles that require detailed coordination and communication - executive assistant, project coordinator, account coordinator, or similar.

Requirements

3+ years of professional experience in coordination, executive assistance, client support, or similar.
Exceptional organizational skills with the ability to manage multiple projects at once.
Strong written and verbal communication skills; able to summarize complex processes clearly.
Comfortable managing deadlines, following structured processes, and holding others accountable.
Experience working cross-functionally with multiple teams and external partners.

Nice To Haves

Franchise or hospitality experience helpful but not required.

Responsibilities

Serve as the primary support and communication channel for franchisees throughout the pre-opening lifecycle.
Clearly explain timelines, tasks, and requirements in accessible, layman’s terms, ensuring franchisees understand both the “what” and the “why.”
Manage the full onboarding checklist, ensuring each franchisee completes critical tasks on schedule.
Track and follow up on permitting, SBA loan progress, construction milestones, and vendor approvals.
Monitor status updates and anticipate roadblocks early.
Facilitate introductions to internal teams (operations, marketing, training, supply chain) at the appropriate stages.
Ensure timely setup with required vendors, including broadliners, POS, equipment, and service providers.
Support franchisees in submitting necessary documents, credit applications, and account setups.
Maintain accurate records, trackers, and status updates for each franchisee.
Provide weekly or bi-weekly progress summaries to leadership.
Create clear, concise communication that helps franchisees stay aligned and informed.
Prepare franchisees for the transition into training by confirming operational readiness: equipment, permitting, vendor accounts, opening orders, and timelines.
Serve as an early representative of the MilkShake Factory brand, delivering a supportive, organized, and consistent experience.