Manager, Franchise Support

Headquarters Careers At Servpro Industries • Gallatin, TN

1d

About The Position

The Manager, Franchise Support provides strategic and operational leadership for Franchise Support related exclusively to the National Accounts division, overseeing franchise-facing support operations through direct leadership of the Franchise Support Supervisor and Client Support Specialists. This role is accountable for service quality, SLA performance, issue resolution effectiveness, and franchise experience for franchises participating in National Account programs. The Manager, Franchise Support ensures a consistent, professional, and responsive support experience for National Accountrelated issues only, while building the operational discipline and capacity required to scale National Account franchise support. As a visible leader within Stakeholder Support, this role requires strong communication skills, sound operational judgment, and the ability to translate National Account support data, trends, and risks into actionable insights for leadership.

Requirements

• 5+ years of experience in customer support, service operations, or franchise support, with a proven record of driving operational excellence.
• 3+ years of people leadership experience, including direct leadership of supervisors and multi - level teams.
• Demonstrated success managing SLAs, service queues, and performance metrics within a high - volume support environment.
• Exceptional communication skillsclear, concise, and professional written and verbal communication, with the ability to influence and collaborate across departments.
• Strong operational leadership capability, including process governance, workflow optimization, and service quality management.
• Customer - centric mindset, with the ability to balance operational efficiency and service experience.
• Skilled in root - cause analysis, problem prevention, and continuous improvement, using data to drive decisions and prioritize solutions.
• Ability to interpret and translate support data, trends, and insights into recommendations and operational actions for leadership.
• Demonstrated strength in coaching, developing, and holding teams accountable to performance and professionalism standards.
• High degree of ownership and accountability, with the ability to maintain composure and sound judgment under pressure.
• Proficiency in ticketing systems, support platforms, dashboards, and reporting tools (specific systems can be added if relevant).
• Bachelors degree in Business, Operations, or a related field, or equivalent experience

Nice To Haves

• Experience supporting or delivering services to National Accounts or large enterprise clients (preferred).

Responsibilities

• Operational Ownership & Service Governance Own the end to end franchise support service model for National Accounts, including ticket intake, triage, resolution, and documentation
• Establish and govern SLAs, quality standards, and operating procedures specific to National Account franchise support
• Monitor service performance, queue health, and backlog trends for National Account support, intervening as needed
• Ensure consistent and appropriate application of support policies and procedures for National Account related franchise inquiries
• Leadership & Team Development Lead, coach, and develop the Franchise Support Supervisor and Client Support Specialists supporting National Accounts
• Set clear expectations related to professionalism, communication quality, and franchise experience within National Account support interactions
• Support staffing, scheduling, and capacity planning aligned with National Account demand and volume
• Drive performance management, coaching, and talent development across the National Account Franchise Support function
• Issue & Escalation Management Act as a senior escalation point for high impact or sensitive National Account franchise issues
• Ensure clear ownership, timely resolution, and aligned internal communication during National Account escalations
• Partner with Sales, Operations, Finance, and other stakeholders as needed to resolve complex National Account related franchise issues, while maintaining Franchise Support ownership of issue resolution
• Continuous Improvement & Problem Prevention Analyze National Account support ticket data, CSAT results, and repeat issues to identify root causes and improvement opportunities
• Drive initiatives to reduce repeat contacts and improve first time resolution within National Account franchise support
• Partner with internal teams to address systemic issues impacting National Account franchise experience
• Promote knowledge base quality and self service improvements related to National Account processes
• Reporting & Communication Provide regular reporting on National Account franchise support performance, including SLAs, CSAT trends, escalations, and operational risks
• Translate National Account support data into clear insights and recommendations for leadership
• Ensure accurate documentation and audit readiness for National Account franchise support operations

Benefits

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager