Manager, Franchise Compliance

Extended Stay America•Charlotte, NC

About The Position

The Franchise Compliance Manager is responsible for ensuring franchisee adherence to brand standards, contractual obligations, insurance requirements, and operational policies. This role serves as a central coordination point across Legal, Risk Management, Finance, Training, IT, and Safety & Security to ensure issues are tracked, escalated, and resolved in a timely and consistent manner. Strong organizational skills, attention to detail, and effective communication are critical to success.

Requirements

BS or BA from an accredited four-year college or equivalent job experience
5+ years coordinating projects, meetings and/or initiatives
Exceptional organizational skills with the ability to manage multiple priorities simultaneously
Excellent verbal and written communication skills
Strong interpersonal skills with the ability to collaborate effectively with a wide range of diverse cross functional partners
Proficiency with CRM systems and Microsoft Office Suite and comfort learning new platforms
High attention to detail and consistency in documentation
Ability to work independently and as part of a team
Ability to handle sensitive and confidential information appropriately
Works seamlessly across functions and builds strong working relationships
Follows through on commitments, ensures accurate tracking, and escalates issues appropriately
Provides clear, timely, and professional communication to internal and external stakeholders
Applies sound judgment when reviewing requests, waivers, or compliance issues
Maintains high standards of accuracy in records, documentation, and follow-up
Creates, composes, and edits written reports and other materials
Required to stand, walk; use hands to finger, handle, or feel objects, tools, or controls; talk or hear; and taste or smell.
Frequently required to reach with hands and arms.
Occasionally required to sit, climb or balance; and stoop, kneel, or crouch.
Occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Nice To Haves

Previous experience working with franchisees
Previous work experience in compliance.
Previous work experience in a law firm or legal department
Familiarity with Salesforce.
Expertise with MS Word, MS EXCEL, and PowerPoint

Responsibilities

Collaborates with cross-functional teams to monitor the status of issued defaults, suspensions, and cure periods, ensuring timely follow up and documentation.
Collaborates with Training to ensure remedial training is scheduled in response to consecutive QA failures and tracks the escalation path.
Partners with IT to monitor and address franchisee technology compliance requirements.
Collaborate with Safety & Security to forward reports and follow-up with franchise owners as appropriate.
Partners with Risk Management to confirm all Certificates of Insurance meet brand standards and are collected and maintained annually.
Works with Finance to ensure franchise fees are accurately billed and collected.
Conducts outreach to franchisees with past due balances as part of the escalation process.
Maintains accurate and updated franchisee contact information using CRM tools.
Ensures Salesforce access for external users is appropriate by validating permissions and confirming the existence of necessary contracts (e.g., Management or Revenue Management Companies).
Grants or modifies user access to STR Benchmark as needed.
Participates in the QA Waiver approval process alongside Franchise Services and Brand Standards, ensuring decisions are aligned with brand policies.
Cross-train on tasks performed by other Franchise Administration team members to ensure consistency and adequate coverage.
All other duties as needed or required