Operations Support Supervisor

JTH Tax LLC•Milwaukee, WI

8d•$60,000 - $75,000•Hybrid

About The Position

The Operations Support Supervisor (OSS) serves as a primary operational partner to Liberty Tax franchise owners, providing day-to-day business support, operational guidance, and proactive outreach to help offices operate successfully. The OSS builds strong relationships with franchise owners, identifies operational risks and opportunities, and works closely with Regional Director by providing timely, relevant insights that support informed business decisions. While the Ops Support Lead manages the Ops Support Team, the OSS serves as a subject matter expert and escalation resource, partnering with the Ops Support Team to ensure franchisees receive consistent, high-quality support.

Requirements

Subject matter expert in operations
Escalation resource
Partner with Ops Support Team
Provide consistent, high-quality support
Operational guidance
Proactive outreach
Build strong relationships with franchise owners
Identify operational risks and opportunities
Provide timely, relevant insights
Support informed business decisions
Accurate documentation of owner interactions
Operational concerns
Office status
Coordinate with cross-functional corporate departments
Resolve operational issues
Support implementation of operational initiatives
New programs
Process improvements
Develop and maintain workflows
Standard operating procedures
Knowledge resources
Leverage reporting
AI tools
Operational data
Improve support effectiveness
Training and knowledge sharing
Operational coaching
Build franchise owner capability
Encourage accountability
Promote long-term business success
Respond to franchise owner questions
Daily operations
Business processes
Review operational health
Monitor operational reports
Identify offices showing signs of operational risk
Communicate relevant owner updates
Owner concerns
Owner trends
Maintain accurate operational records
Research and resolve complex operational issues
Update and improve operational workflows and documentation
Provide operational support for office openings
Transitions
Technology adoption
Process execution
Answer escalated operational questions
Assist with complex franchisee issues
Participate in meetings with Regional Directors and cross-functional teams
Discuss owner performance
Operational trends
Improvement opportunities
Analyze recurring issues
Recommend process improvements

Responsibilities

Provide guidance on daily business operations, systems, processes, and operational best practices.
Build trusted relationships through proactive communication and follow-up.
Identify operational trends, risks, and opportunities that may impact franchise performance.
Provide Regional Director with timely observations and data to support coaching, intervention, and strategic decision-making.
Maintain accurate documentation of owner interactions, operational concerns, and office status.
Coordinate with cross-functional corporate departments to resolve operational issues.
Support implementation of operational initiatives, new programs, and process improvements.
Develop and maintain workflows, standard operating procedures, and knowledge resources.
Leverage reporting, AI tools, and operational data to improve support effectiveness.
Serve as an escalation resource and operational advisor for the Ops Support Team.
Assist with training and knowledge sharing for the Ops Support Team when operational expertise is needed.
Provide operational coaching that builds franchise owner capability, encourages accountability, and promotes long-term business success.
Respond to franchise owner questions regarding daily operations and business processes.
Conduct proactive outreach to owners to review operational health and provide guidance.
Monitor operational reports and identify offices showing signs of operational risk.
Communicate relevant owner updates, concerns, and trends to Regional Director.
Document owner interactions and maintain accurate operational records.
Research and resolve complex operational issues by collaborating with internal departments.
Update and improve operational workflows and documentation.
Provide operational support for office openings, transitions, technology adoption, and process execution.
Support the Ops Support Team by answering escalated operational questions and assisting with complex franchisee issues.
Participate in meetings with Regional Directors and cross-functional teams to discuss owner performance, operational trends, and improvement opportunities.
Analyze recurring issues to recommend process improvements that improve franchisee success and operational efficiency.