Franchise Success Manager
About The Position
Neighborly, a hub of service brands with over 40 years of experience, is seeking a Franchise Success Manager to join their Strategic Operations team. This role is responsible for owning and evolving the new owner onboarding system to drive consistency, efficiency, and success across all Neighborly brands. The position involves designing, implementing, and enhancing a scalable onboarding framework, evaluating brand-specific processes, and establishing clear standards and success measures. The Franchise Success Manager will act as a trusted advisor to Brand Presidents and franchise leadership, collaborating with various internal teams to ensure a cohesive and effective onboarding model. This role also involves defining, tracking, and reporting on key onboarding and franchise performance metrics.
Requirements
- 5+ years of experience in program management, franchise operations, business operations, onboarding, consulting, or related field.
- Demonstrated success leading cross functional initiatives and influencing stakeholders across multiple business functions.
- Experience developing and monitoring KPIs, scorecards, dashboards, and executive level reporting.
- Proven ability to analyze business performance data and translate insights into operational improvements.
- Experience partnering directly with senior leaders and executives to drive strategic initiatives.
Nice To Haves
- Experience supporting franchise sytems, multi-unti operations, or customer onboarding programs preferred.
- Project management certification or demonstrated program management expertise preferred.
Responsibilities
- Serve as the enterprise owner of the new owner onboarding system, creating and evolving a standardized approach that drives consistency, efficiency, and franchise owner success across all Neighborly brands.
- Design, implement, and continuously enhance Neighborly’s new owner onboarding system, establishing a scalable, enterprise-wide framework that can be leveraged across all brands.
- Evaluate brand-specific onboarding processes that identify opportunities to standardize best practices while preserving necessary operational nuances.
- Establish and document onboarding standards, communication cadences, milestones, and success measures that drive consistency across the franchise network.
- Ensure a seamless and coordinate onboarding experience through cross-functional collaboration and stakeholder engagement.
- Serve as a trusted advisor and strategic thought partner to Brand Presidents and franchise leadership teams.
- Partner with brand stakeholders to develop, refine, and implement a standardized onboarding framework that balances enterprise consistency with brand-specific requirements.
- Lead cross-functional initiatives that improve franchise owner effectiveness while creating greater consistency and efficiency in communications, processes, and onboarding experiences across brands.
- Build alignment among Operations, Marketing, Technology, Training, and Support teams to ensure a cohesive and scalable onboarding model.
- Facilitate executive-level discussions regarding onboarding strategy, performance, risks and opportunities for continuous improvement.
- Define, track and report on key onboarding and franchise performance metrics.
- Develop dashboards and executive reporting that provide visilbity into onboarding effectiveness, franchisee ramp-up progress, and business outcomes.
Benefits
- Equity and bonus opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
