Senior Manager of Operations, Waxing the City

Purpose Brands, LLC•Woodbury, MN

10d•Hybrid

About The Position

Purpose Brands, the parent company of Orangetheory, Anytime Fitness, Waxing the City, The Bar Method, and Basecamp Fitness, is seeking a Senior Manager, Operations to join its Waxing the City team. This is a great position for someone who is looking to expand their career, and join a company with a fun, fast-paced and inspirational culture The Senior Manager, Operations directly impacts the success of the enterprise by influencing the performance and profitability of each Franchisee through the implementation and adoption of strategic initiatives and network best practices. Purpose/Impact: (Duties & Essential Functions) Field Operations – 40% of role Engage with Franchisees and front-line teams to gather data and form solutions to improve the operational model and / or best practices Responsible for maintaining an up-to-date, accurate and easy to use Operations Manual - the source of truth for all Franchise policies and standard operating procedures for the brand Gather firsthand, front line feedback from Franchisees and teams on new initiatives, process improvements and best practices through all available channels including site visits Become an operational expert through fully understanding best practices and gaps within our studios; provide recommendations and plans to fill the gap Partner with corporate field leadership & Franchisees to identify gaps in operational consistency, customer experience and / or areas to improve unit profitability, and support design and implementation of solutions Support and Drive business objectives of Corporate Studios in alignment with overall business plans. Strategy Implementation + Adoption – 45% of role Lead national rollout of strategic initiatives, improved processes and best practices Follow through on strategic action plans to deliver brand and unit level performance objectives Apply structured methodologies and change management activities including organizational needs analysis, stakeholder management, sponsor roadmap, communication plans, training, change impact analysis, change readiness assessments and risk/resistance mitigation plans Design and deliver both pre and post launch reporting strategies to communicate status and results of change initiatives to leaders across the organization Leverage data (both qualitative and quantitative) to inform and guide business decisions Collaborate with shared services teams to determine appropriate resource models to support delivery of change management activities for assigned workstreams as well as explore opportunities for cross-brand efficiency Ensure system-wide uniformity, adoption and adaptation of brand programs, operational standards and procedures and develop programs to monitor studio performance against standards Serve as the business point person / business owner, and where appropriate, decision maker, coordinating resources and capabilities across the organization to support the design, development, test and implementation of business initiatives Manage numerous deliverables across multiple areas of the organization to ensure timely completion within budget Cultivate/Contribute to an environment that promotes continuous improvement of business processes, increases consistency, reduces pain points, and improves unit level economics Maintain an efficient and effective process to source, document, and leverage Franchisee best practices to build and/or enhance programs, processes, policies, and initiatives Training + Communication – 15% of role In partnership with the enterprise communications team, determine adequate level of communication necessary to drive adoption of change initiatives and on-going improvement in FZ engagement scores Serve as the business / brand point person for communication Serve as a key contributor to the planning and execution of the brand communications calendar Ensure all stakeholders are considered in communications planning Partner with team to draft, edit and deliver internal and external communications In partnership with the enterprise L&D team, ensure appropriate training is included in the implementation of new initiatives, policies, procedures, and products Partner with team to implement methodologies, tools, curriculum, and materials Facilitate learning experiences in both small and large format environments, as well as virtual via webinars or other digital tools Design, schedule and resource webinars and ah-hoc training needs as needed Present initiative status updates to key Franchisees, working teams, and SEB leaders Leadership and Talent Management/Development: For any direct reports, outline regular ongoing role related and project related responsibilities Support and track work vs expectations of quality, content, stakeholder partnership, and achieving outcomes on expected timelines Foster a collaborative environment within immediate reporting structure, extended, organizational, and enterprise level teams Ladder working details up to team and brand level strategies; plug team effort into the bigger picture Create a level of open access to discuss regular efforts, an understanding of accountability to performance, and maintain a formal 1:1 cadence for each direct report Engage is regular talent management, GSD tracking, and annual review processes Adjust to organization level changes and expectations around talent management as established or directed And other duties as assigned.

Requirements

Curious by nature, actively seeks out opportunities to add value, confident and capable of making informed recommendations, motivated by helping others, influencing, organization, communication (speaking, written, presentation), relationship building, diplomacy, urgency
Creative, outside-the-box thinking and problem-solving skills; comfortable working in a fast paced, results oriented culture
Ability to learn quickly and easily adapt to a dynamic work environment
Must be comfortable and effective in influencing stakeholders at all levels in the organization
Strong facilitation and presentation skills
Ability to influence without authority; servant leadership mentality
Excellent collaboration, leadership, communication and decision-making skills; ability to balance strategy and execution of various change activities
Comfortable working in a fast paced, results oriented culture
Ability to build authentic working relationships amongst the team and with colleagues across functions
Strong strategic and tactical communication planning and execution skills; demonstrated ability to create, structure and prioritize work effectively
Flexible and adaptable; able to work and thrive in ambiguity
3+ years executing large-scale initiatives including but not limited to organizational change, business process management, and organizational development
3+ years of operational experience in service-focused businesses, ideally managing revenue lines including membership and / or retail
Exceptional project management and change management skills in scoping, design and delivery; demonstrated results in project / process implementation and adoption
MS Office proficiency, including PowerPoint, Excel, Word

Nice To Haves

Experience working in a franchise environment highly preferred
Experience in the (by brand) industry
Event planning experience related to residential learning and engagement programs such as conferences, seminars, centralized group training, new franchisee training and other various ad hoc events and webinars

Responsibilities

Engage with Franchisees and front-line teams to gather data and form solutions to improve the operational model and / or best practices
Responsible for maintaining an up-to-date, accurate and easy to use Operations Manual - the source of truth for all Franchise policies and standard operating procedures for the brand
Gather firsthand, front line feedback from Franchisees and teams on new initiatives, process improvements and best practices through all available channels including site visits
Become an operational expert through fully understanding best practices and gaps within our studios; provide recommendations and plans to fill the gap
Partner with corporate field leadership & Franchisees to identify gaps in operational consistency, customer experience and / or areas to improve unit profitability, and support design and implementation of solutions
Support and Drive business objectives of Corporate Studios in alignment with overall business plans
Lead national rollout of strategic initiatives, improved processes and best practices
Follow through on strategic action plans to deliver brand and unit level performance objectives
Apply structured methodologies and change management activities including organizational needs analysis, stakeholder management, sponsor roadmap, communication plans, training, change impact analysis, change readiness assessments and risk/resistance mitigation plans
Design and deliver both pre and post launch reporting strategies to communicate status and results of change initiatives to leaders across the organization
Leverage data (both qualitative and quantitative) to inform and guide business decisions
Collaborate with shared services teams to determine appropriate resource models to support delivery of change management activities for assigned workstreams as well as explore opportunities for cross-brand efficiency
Ensure system-wide uniformity, adoption and adaptation of brand programs, operational standards and procedures and develop programs to monitor studio performance against standards
Serve as the business point person / business owner, and where appropriate, decision maker, coordinating resources and capabilities across the organization to support the design, development, test and implementation of business initiatives
Manage numerous deliverables across multiple areas of the organization to ensure timely completion within budget
Cultivate/Contribute to an environment that promotes continuous improvement of business processes, increases consistency, reduces pain points, and improves unit level economics
Maintain an efficient and effective process to source, document, and leverage Franchisee best practices to build and/or enhance programs, processes, policies, and initiatives
In partnership with the enterprise communications team, determine adequate level of communication necessary to drive adoption of change initiatives and on-going improvement in FZ engagement scores
Serve as the business / brand point person for communication
Serve as a key contributor to the planning and execution of the brand communications calendar
Ensure all stakeholders are considered in communications planning
Partner with team to draft, edit and deliver internal and external communications
In partnership with the enterprise L&D team, ensure appropriate training is included in the implementation of new initiatives, policies, procedures, and products
Partner with team to implement methodologies, tools, curriculum, and materials
Facilitate learning experiences in both small and large format environments, as well as virtual via webinars or other digital tools
Design, schedule and resource webinars and ah-hoc training needs as needed
Present initiative status updates to key Franchisees, working teams, and SEB leaders
For any direct reports, outline regular ongoing role related and project related responsibilities
Support and track work vs expectations of quality, content, stakeholder partnership, and achieving outcomes on expected timelines
Foster a collaborative environment within immediate reporting structure, extended, organizational, and enterprise level teams
Ladder working details up to team and brand level strategies; plug team effort into the bigger picture
Create a level of open access to discuss regular efforts, an understanding of accountability to performance, and maintain a formal 1:1 cadence for each direct report
Engage is regular talent management, GSD tracking, and annual review processes
Adjust to organization level changes and expectations around talent management as established or directed
And other duties as assigned.