GM, Member Programs

Driven Brands Inc.•United States of America - Remote NC, NC

33d•Remote

About The Position

The General Manager, Member Programs (GM) serves as the business owner for ATI’s portfolio of member-facing programs, including coaching, training, peer groups, MSO programs, member onboarding and advisory services. The GM is accountable for the portfolio’s financial performance, strategic direction, member outcomes, and continuous improvement. The GM will establish portfolio priorities, financial commitments, performance expectations and investment recommendations, and will lead ATI’s member advisory and escalation efforts. This role partners with leaders of Coaching and Training, Peer Groups and MSO Programs to create and deliver a coordinated ownership for improved member experience.

Requirements

20+ years of progressive experience leading business units, member programs, customer success or professional service teams in franchise, automotive, or multi-location service organizations, with strong operational, financial, and team leadership responsibility.
Proven ability to drive results through both direct leadership and matrixed influence, leveraging executive presence, relationship building, negotiation, and organizational alignment to achieve strategic priorities, financial commitments, and enterprise-wide performance outcomes.
Proven success scaling cross-functional, multi-program organizations through strong leadership development, organizational accountability, change management, and effective partnership across the enterprise, with clear ownership of financial and performance outcomes.
Strong financial acumen, including budgeting, forecasting, program economics, investment prioritization, performance reporting, and business case development.
Demonstrated success building products and programs by leveraging innovation, technology, performance insights, and customer success strategies to enhance member experiences, communities, and professional development offerings.
Executive-level communication skills with the ability to simplify complex business, financial, and program performance information into clear recommendations.
Deep understanding of the small business and owner-operator mindset, with demonstrated success helping business owners improve performance through practical leadership, meaningful relationships, real-world business solutions and hands-on delivery.

Responsibilities

Lead ATI’s member-program portfolio as one coordinated business, with clear strategy, financial targets, member outcomes and an integrated roadmap for program evolution.
Build and manage a program performance framework that tracks financial results, utilization, member engagement, satisfaction, retention influence, delivery quality, and investment opportunities.
Develop annual and quarterly plans for member programs, including goals, budgets, priorities, innovation roadmap, talent needs, and expected business outcomes.
Establish portfolio scorecards and monthly business reviews; driving accountability for plans, results and improvement actions
Identify gaps, overlap and disconnected member experiences across programs and work with functional leaders to resolve them.
Own ATI's enterprise-wide member escalation and resolution process, ensuring member concerns are addressed quickly, root causes are resolved permanently, and insights are translated into operational, program, and service improvements.
Partner with Finance to establish meaningful program-level reporting and decision support frameworks.
Partner with Technology to identify systems and tools that improve measurement, delivery, personalization, and scalability.
Partner with Marketing and Sales to ensure programs are differentiated, clearly positioned and connected to ATI’s growth and retention strategy.
Lead strategic reviews of existing offerings and recommend changes that improve member value, competitive differentiation, efficiency, and profitability.
Serve as a senior leader who helps ATI become a stronger, more competitive company by improving the quality, relevance, measurement, and financial performance of its member offerings.