Operational Consultant (Midwest)

Playa Bowls•Cleveland, OH

3h•Hybrid

About The Position

Playa Bowls is seeking an Operational Consultant to join their Franchise Operations team. This regionally based role will cover the Midwest region and is responsible for supporting and overseeing a designated portfolio of new and existing franchisees and licensees. The consultant will ensure alignment with Playa Bowls’ brand standards and operational best practices, acting as a Brand Ambassador, business liaison, coach, and mentor to drive operational excellence. Key responsibilities include evaluating and enhancing operational processes to improve efficiency, profitability, and customer satisfaction, delivering strategic business insights, and ensuring brand compliance through clear, timely communication and hands-on support. The role requires a deep understanding of business operations, strong analytical and problem-solving capabilities, and effective conflict resolution and time management skills. The ideal candidate will build and maintain meaningful relationships grounded in mutual trust, empathy, and respect while collaborating closely with franchise owners, leadership, and the Playa Bowls Support Team.

Requirements

Bachelor’s degree or equivalent work experience required
3-5 years’ relevant experience; previous experience in a multi-unit business environment
Proficient in Google Suite, FranConnect (Franchise Management Software), and Microsoft Office for collaboration and communication
Ability to build strong working relationships with Franchisees and community partnerships
Demonstrated ability and experience to consult with and influence Franchisees/ Licensees.
Advanced knowledge of consultative approaches and experience guiding leaders to make solid business decisions
Strong business acumen skills with the ability to plan and set clear priorities to achieve business objectives
Ability to work independently and adapt to changing environments
Excellent communication skills; both written and oral, as well as listening skills
Ability to multi-task, have strong organization skills, and be detail oriented
Proven ability to manage conflict and change management
Personality traits include passion for our business and brands, strong follow up, empathy, and commitment

Nice To Haves

Franchise/License operations experience preferred

Responsibilities

Achieve/exceed the operations and business performance goals for your Franchisee portfolio as established by the Playa Bowls Executive Team and your Franchise Operations Director.
Develop a plan to coach Franchisees, through regular check-ins and follow ups prioritizing & aligning areas of improvement with Franchisees to drive unit economics, sales, profitability, and shop/network growth, while delivering a safe and consistent brand experience.
Conduct routine evaluations of current brand standards and operational process execution to identify inefficiencies, targeted areas of improvement and best practices influencing Franchisees to create and complete action plans to drive the business fostering improved overall unit level performance.
Develop strategies & recommendations for efficient inventory & labor management.
Routinely monitor Playa Bowls key performance indicators (KPIs) and Franchisee P&L’s to track progress, make necessary adjustments and prioritize Franchisee and shop team communication and visits.
Partner with Ops Services and Learning & Development to create training materials and conduct training sessions for Franchisees and Management on best operational practices.
Support new shop openings aligning with the Franchisee, Construction Manager and New Shop Opening team; monitor key milestones and hold the Franchisee accountable through completion ensuring they are set up for success meeting all Playa Bowls brand specifications and standards.
Provide support during all remodels and new store openings ensuring the Franchisee is set up to achieve their day 1, 7, 30, 60, 90 day and beyond post-opening/re-opening sales, profitability and guest satisfaction goals.
Collaborate with Ops Services & Marketing to facilitate & lead all new product, system and procedure rollouts and implementations.
Evaluate customer feedback to identify areas for improvement in customer service and product quality and drive action plans to remedy and improve.
Collaborate with Ops Services & Marketing providing solutions and best practices that enhance the Playa Bowls team and customer experience.
Ensure all Franchisees, management and team members are knowledgeable about health and safety regulations, food handling procedures, and customer service standards.
Ensure compliance with local, state, and federal regulations, including health and safety codes.
Execute the Playa Bowls consumer contact escalation process and crisis management process with care, due diligence and urgency to ensure all incidents are cured timely.
Conduct routine Retail Food Safety & Sanitation Assessments ensuring compliance.
Facilitate Annual Planning and Franchise Business Review process with Franchisees to assess performance based on previous goals and commitments, and to align on future goals and commitments.
Facilitate communications between Franchisee and applicable cross-functional partners based on Franchisee’s individual goals and opportunities in pursuit of a safe and consistent brand experience, same-store growth, and preparations for unit growth.
Participate and work “as needed” with the Ops Services & Field Marketing Team on updates for operations initiatives and new marketing product and promotion shop team readiness and rollouts.
Monitor and support the execution of local, market and regional marketing plans ensuring shop readiness, brand compliance and consistent execution.
Provide written communication to Franchisees / Licensees, in a timely manner regarding visits and evaluations.
Complete annual business forecasting and budgets for area of responsibility.
Ensure the effective use of G&A expenses within parameters set by Director.
Complete all responsible administrative functions and requirements of the position in a timely manner including but not limited to Franchisee visit documentation within 24 hours, mileage reimbursement, expense report completion, timely travel planning securing the most competitive rates etc.