Sure Start Program Manager

Neighborly®•Irving, TX

6d•Hybrid

About The Position

As a Sure Start Program Manager on the Strategic Operations team, you will define the long-term vision and roadmap for the Sure Start program aligned to enterprise growth strategy. You will 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. You will design and deliver best-in-class training curriculum, toolkits, and coaching frameworks tailored to home services franchise owners. You will establish governance rhythms with cross-functional leaders to ensure accountability, alignment, and prioritization of onboarding initiatives. You will manage the full lifecycle of franchise onboarding from award through ramp milestones using structured project management disciplines. You will partner cross-functionally with Brand Presidents, Operations, Marketing, Technology, and Field Support teams to ensure alignment and consistency across onboarding priorities. You will establish and monitor program KPIs, especially ramp-to-revenue speed, and analyze franchisee performance data to identify trends, gaps, and opportunities for continuous program 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
Bachelor’s degree in Business, Training & Development, Organizational Development, or related field preferred

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