Regional Director

K9 Resorts - Corporate•Berkeley Heights, NJ

About The Position

The Regional Director is responsible for the operational performance, brand standards compliance, and business growth of an assigned portfolio of K9 Resorts franchise locations. This role serves as the primary field operations leader, ensuring franchisees execute company systems with discipline and consistency while achieving financial targets. Works under the direct oversight of the SVP of Operations to hold franchisees accountable for following proven operational and marketing frameworks.

Requirements

Bachelor's degree in Business Administration, Hospitality Management, Operations Management, or related field (equivalent experience may substitute)
Minimum 3-5 years experience managing multi-unit franchise operations with P&L accountability and performance oversight responsibilities in the hospitality field
Proven track record of driving operational excellence, achieving financial targets, and developing high-performing teams
Experience in franchise systems strongly preferred—understanding of franchisor-franchisee dynamics and franchise business model
Strong financial acumen with ability to analyze P&L statements, identify variance drivers, and coach franchisees on financial management
Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) with particular strength in Excel for data analysis and reporting
Experience with CRM systems, business management software, and data analytics tools
Understanding of HR best practices, employment law, and labor regulations
Excellent written and verbal communication skills with ability to deliver difficult feedback constructively
Strong presentation and public speaking skills for training sessions, group meetings, and conference presentations
Exceptional interpersonal and relationship-building skills to influence without direct authority
Strong problem-solving skills with creative yet practical approach to challenges
Resilient and composed under pressure—maintains professionalism during crises
Genuine interest in pet care industry and commitment to animal welfare
Excellent time management and organizational skills to manage travel schedule and multiple locations effectively
Ability to work independently with minimal supervision while maintaining strong communication with leadership
Extensive travel required (50-75%) including overnight stays—must be available for multi-day regional trips
Must maintain valid driver's license and clean driving record—extensive automobile travel required
Ability to work flexible hours including early mornings, evenings, weekends, and holidays as needed for site visits and franchisee support
Comfortable working in active pet care environment with dogs of all sizes, breeds, and temperaments
Ability to stand and walk for extended periods during facility inspections
Ability to climb stairs, bend, kneel, and navigate various facility conditions
Exposure to pet dander, cleaning chemicals, outdoor weather conditions, and noisy environments with barking dogs
Must be available for emergency calls outside regular business hours
Home office setup required with reliable internet, phone, and workspace for remote work between travel
Ability to lift and carry up to 30 pounds (laptop, files, marketing materials)
Visual and auditory acuity to observe facility conditions and assess operational performance

Nice To Haves

Pet care industry experience (veterinary, boarding, daycare, grooming) highly desirable but not required

Responsibilities

Financial Performance Management
Support franchisees in developing annual budgets and quarterly forecasts with realistic revenue targets and expense projections
Support franchisees to developing quarterly performance plans to meet annual budgets
Analyze monthly P&L statements for each location identifying revenue trends, expense variances, and profitability drivers
Work directly with franchisees to optimize labor cost management—target labor percentage of 33-37% for mature locations, 40-45% during ramp period
Provide benchmarking data comparing location performance against system averages and similar markets
Coach franchisees on financial literacy—ensure they understand their P&L, can identify improvement opportunities, and make data-driven business decisions
Identify locations at risk of financial underperformance and implement aggressive turnaround strategies
Marketing & Revenue Growth Support
Partner with Marketing Team to ensure franchisees execute local marketing strategies including social media, community outreach, digital advertising, and grassroots campaigns
Verify franchisees are actively building local partnerships with veterinarians, groomers, trainers, pet stores, and community organizations
Conduct market analysis for assigned territories identifying growth opportunities, competitive threats, and expansion potential
Share successful marketing tactics and revenue-driving initiatives across regional portfolio
Franchise Operations Leadership & Accountability
Serve as primary operational liaison for an assigned territory, providing ongoing support, guidance, and revenue performance oversight
Hold franchisees accountable for executing company systems, brand standards, and operational protocols with consistency and discipline
Conduct monthly business reviews with each franchisee analyzing P&L performance, labor cost management, revenue trends, and operational efficiency
Identify underperforming locations and implement corrective action plans with clear timelines and measurable outcomes
Enforce compliance with Operations Manual, Red Binder policies, and brand standards—document non-compliance and escalate to SVP as needed
Foster collaborative relationships with franchisees built on trust, transparency, and mutual commitment to operational excellence
Develop deep knowledge of each location's market dynamics, competitive landscape, staffing challenges, and growth opportunities
Grand Opening Support & New Location Launch
Participating in all grand opening support calls for new locations during the construction and post grand opening period
Provide on-site support for one week before or after grand opening to deliver real-time support, troubleshoot issues, verify brand standards compliance, and coach franchisee/staff through launch execution
Hold franchisees accountable for completing assigned tasks within the Grand Opening Framework timeline—address delays immediately and escalate non-compliance to SVP
Verify marketing execution including social media activity, community outreach visits, local business partnerships, and grassroots marketing activities
Provide weekly field intelligence to SVP on franchisee progress, barriers encountered, and support needs during the 6-month ramp period
Operational Excellence & Brand Standards Compliance
Conduct two on-site visits annually to each location for comprehensive operational audits covering facility condition, cleanliness, safety protocols, staff performance, customer service, and brand standards adherence
Review and verify proper execution of daily operational checklists, opening/closing procedures, and standard operating procedures (SOPs)
Monitor the performance results from competed Brand Standard Audits and Mystery Shops. Review scores and feedback from third party vendors
Monitor customer satisfaction through review analysis (Google, Yelp, Facebook), Net Promoter Score (NPS) tracking, and direct client feedback
Address customer complaints escalated from location, resolve issues promptly and coach franchisees on service recovery
Ensure all locations maintain current licenses, permits, insurance coverage, and regulatory compliance documentation
Communication & Reporting
Maintain regular communication cadence with franchisees through scheduled calls, on-site visits, and responsive availability for urgent needs
Conduct monthly group calls with regional franchisees to share best practices, discuss industry trends, and foster peer learning
Submit quarterly Regional Performance Reports to SVP of Operations summarizing location performance, trends, concerns, and action plans