VP, Franchise Support Center

Express Employment International Headquarters•Oklahoma City, OK

7d•Hybrid

About The Position

The Vice President, Franchise Support Center sits at the intersection of Franchisee success and operational excellence. This leader shapes how hundreds of Franchise offices across the U.S. and Canada experience support by turning every interaction into an opportunity to build confidence, solve problems, and strengthen the brand. The Franchise Support Center is a specialized, knowledge-based support organization that serves as a critical extension of the Franchisee experience. Team members provide advanced guidance, issue resolution, and operational expertise across multiple business disciplines, requiring deep subject matter knowledge, sound judgment, and the ability to resolve complex, non-routine challenges. We’re looking for a strategic operator with a servant-leader mindset, someone who can set a clear vision for the Support Center, elevate the leaders who run it, and create an environment where high performance and personal growth reinforce each other. This role demands equal parts business acumen, people leadership, and genuine care for the Franchisees and team members who rely on the Center every day. Express Employment International believes in the value of in-person collaboration to support teamwork, creativity and connection. Employees in this position are expected to work a four (4) day in-office schedule, with the flexibility to work remotely one (1) day each week, based on business and department needs.

Requirements

Bachelor’s degree required
12+ years of progressive leadership experience in contact center, customer support, franchise support operations or centralized customer care
Minimum of 5 years leading managers or multi-level teams
Proven track record of owning performance outcomes (service levels, quality, efficiency, cost, and employee engagement) and driving measurable improvement
Experience supporting a franchised or multi-unit business model strongly preferred
Experience leading Tier 2/Tier 3 support, shared services, franchise support, business operations support, or other knowledge-based service organizations preferred.
Background in process improvement, knowledge management, or technology enablement within a contact center environment
Prior budget/cost-center ownership experience
Ability to set strategy and translate it into clear operational goals, metrics, and accountability systems
Strong people leadership skills with a demonstrated ability to develop managers, build leadership bench strength, and create a culture of integrity, service-first mindset, and continuous growth
Solid financial and operational acumen, including budget management and data-driven decision making
Excellent judgment and the confidence to exercise appropriate authority on complex, escalated, or ambiguous issues
Outstanding written and verbal communication skills, with the ability to influence and partner effectively across Franchisees, senior leaders, and Headquarters departments
Knowledge of workforce management practices, performance management systems, training design, and talent development
Ability to balance strategic thinking with operational discipline and strong service orientation

Nice To Haves

advanced degree preferred

Responsibilities

Define and execute the multi-year strategy for the Support Center aligned with company and Franchisee success goals
Own all primary performance outcomes including Franchisee satisfaction, first-contact resolution, service levels, quality, cost per interaction, employee engagement, and attrition
Establish clear goals, metrics, and accountability systems for the entire Support Center organization
Lead, coach, and develop the Management team; ensure strong succession planning and leadership bench strength
Create an environment rooted in integrity, serving others first, self-respect, and continuous personal and professional growth and franchisee first mentality
Oversee the design and execution of Individual Development Plans for managers and key contributors; foster a culture of learning and challenge
Drive hiring, performance management, and talent decisions across the Support Center in partnership with HR
Ensure the Support Center delivers consistent, high-quality support to Franchise offices and Headquarters departments
Ensure appropriate escalation and decision-making frameworks exist for high-impact or highly complex Franchisee issues.
Oversee workforce management practices (scheduling, coverage for peak periods, holidays, special events, and geographic needs) at a strategic level while empowering managers to execute day-to-day
Champion process improvement, knowledge management, and continuous training so the team remains current and effective
Serve as a primary liaison between the Support Center and Franchisees, translating Franchisee needs into operational improvements
Partner closely with Operations, Finance, Legal, Marketing, IT, and other HQ functions to remove barriers and improve the overall Franchisee experience
Represent the Support Center in leadership forums and contribute to broader organizational initiatives
Own the Support Center budget / cost center; drive efficiency while protecting service quality
Ensure compliance with company policies, employment practices, and relevant regulations
Guide the investigation and resolution of complex policy, payroll, or procedural issues