Sure Start Program Manager

Neighborly•Irving, TX

1d•Hybrid

About The Position

Neighborly is seeking a Sure Start Program Manager to join their Strategic Operations team. This role involves defining the long-term vision and roadmap for the Sure Start program, owning and enhancing the onboarding program for new franchise business owners (FBOs) across brands, and ensuring a consistent and high-quality launch experience. The Program Manager will design and deliver training curriculum, toolkits, and coaching frameworks, establish governance rhythms with cross-functional leaders, and manage the full lifecycle of franchise onboarding. This role requires partnering with various internal teams to ensure alignment and consistency, establishing and monitoring program KPIs, and analyzing franchisee performance data to identify areas for improvement.

Requirements

5+ years of experience in franchise operations, franchise training, or franchise onboarding, preferably in a multi-unit environment
Exceptional facilitation, coaching, and communication skills with the ability to engage diverse adult learners
Ability to travel as needed to support onboarding, training delivery, and field engagement
Strong cross-functional collaboration and influencing skills without direct authority
Highly organized with the ability to manage multiple priorities and onboarding cohorts simultaneously
Strategic mindset with the ability to execute tactically and drive results
High level of adaptability and comfort working in a fast-paced, evolving environment

Responsibilities

Define the long-term vision and roadmap for the Sure Start program aligned to enterprise growth strategy
Own, lead, and continuously enhance the Sure Start onboarding program for new franchise business owners (FBOs) across brands, ensuring a consistent and high-quality launch experience
Design and deliver best-in-class training curriculum, toolkits, and coaching frameworks tailored to home services franchise owners
Establish governance rhythms with cross-functional leaders to ensure accountability, alignment, and prioritization of onboarding initiatives
Manage the full lifecycle of franchise onboarding from award through ramp milestones using structured project management disciplines
Partner cross-functionally with Brand Presidents, Operations, Marketing, Technology, and Field Support teams to ensure alignment and consistency across onboarding priorities
Establish and monitor program KPIs, especially ramp-to-revenue speed
Analyze franchisee performance data to identify trends, gaps, and opportunities for continuous program improvement