VP, Training and Operations

Home Franchise Concepts•Flower Mound, TX

8d•Hybrid

About The Position

The Vice President, Operations Services and Training is a senior leadership role responsible for leading enterprise training strategy, enterprise-wide operational support services, experience center operations and national programs. This role partners closely with brand leadership, franchisees, operations, HR, and other cross-functional stakeholders to align training, service models, and operational standards with business goals. This role does not directly oversee day-to-day field operations teams, but is responsible for building the enterprise systems, support models, training infrastructure, operational programs, and service frameworks that enable consistent execution across the franchise network and portfolio of brands. The Vice President will drive franchisee performance, strengthen franchise support, promote continuous learning, and ensure training consistency across the system.

Requirements

Bachelor’s degree required; advanced degree preferred.
15+ years of progressive leadership experience in operations, training, learning and development, franchise support, or related functions.
Demonstrated success leading teams in multi-unit, franchise, or distributed operations environments.
Strong background in operational process improvement, and enterprise training strategy.
Experience developing scalable learning programs and support models for field teams and franchise networks.
Proven ability to influence senior leaders, build cross-functional partnerships, and lead through change.
Strong communication, leadership, strategic thinking, and analytical skills.

Nice To Haves

Experience in franchise, retail, hospitality, restaurant, healthcare, or other multi-location service environments.
Experience with learning management systems, operational dashboards, and training effectiveness metrics.
Experience supporting brand standard execution across a franchise or field-based operating model.
Background in instructional design, leadership development, and field operations support.

Responsibilities

Lead, mentor, and develop a high-performing team to scale training, learning, and operational support functions across the organization.
Drive the strategic vision for operations services and training, ensuring priorities align with business objectives, franchisee success, and customer experience goals.
Foster a culture of continuous learning, innovation, accountability, and service excellence across both corporate and franchise operations.
Promote a collaborative environment where team members are empowered to deliver strong results and continuous improvement.
Serve as a senior leader in organizational planning, change management, and cross-functional business initiatives.
Own the enterprise learning management system (LMS) strategy, including platform optimization, user experience, governance, and adoption across all brands.
Lead enterprise-wide change management initiatives tied to operational transformation, training adoption, systems implementation, and evolving business priorities across franchise and corporate environments.
Develop and manage departmental budgets, resource allocation strategies, and vendor relationships to support scalable training and enterprise initiatives.
Oversee the development and execution of training content that aligns with brand objectives, operational standards, and franchisee needs.
Lead training strategy and full lifecycle ownership of LMS solutions, including concept development, instructional design, implementation, delivery, and ongoing optimization for both franchisees and internal stakeholders.
Design and develop comprehensive learning solutions using blended and technology-enabled formats, including web-based, instructor-led, virtual, on-the-job, and self-paced learning resources.
Ensure training programs reflect best practices in instructional design, adult learning principles, and effective delivery methodologies.
Facilitate or oversee virtual and in-person training sessions using interactive tools and technologies to maximize engagement and learning outcomes.
Develop and implement metrics to measure the health, effectiveness and business impact of training programs, revising content and delivery approaches as needed.
Provide executive oversight for Experience Center operations, ensuring facilities operate safely, efficiently, and in accordance with brand, regulatory, and compliance standards.
Establish and maintain operating procedures, service standards, and performance expectations for Experience Centers, with clear metrics for guest satisfaction, operational efficiency, and financial performance.
Implement feedback mechanisms (guest feedback, operational audits, safety reviews) and use insights to drive continuous improvement in Experience Center performance and facility operations.
Identify and implement systems and processes that improve facility management, scalability, and cost effectiveness.
Provide oversight and ownership of business continuity program(s), ensuring alignment across functions, clear response protocols, risk mitigation strategies, and ongoing testing to maintain organizational readiness for disruptions.
Act as a strategic partner to brand presidents and leaders to ensure alignment on training priorities, operational expectations, national initiatives, and performance outcomes.
Lead centralized operational support services for franchise operators, field teams, and corporate stakeholders through standardized processes, tools, communication channels, and performance management practices.
Partner with Brand leaders to build scalable support models for franchise onboarding, operational ramp-up, ongoing field support, and service delivery to improve execution consistency across the network.
Lead national programs from strategy through execution, establishing governance, driving cross-functional alignment, negotiating key contracts, optimizing resources, and measuring performance to deliver sustainable business impact.
Partner with franchise leadership and field operations teams to identify performance gaps, operational challenges, and opportunities for improvement, then implement targeted solutions and support plans.
Develop frameworks, standards, and support tools that strengthen franchisee readiness, improve operational execution, and enable successful rollout of enterprise-wide initiatives.
Provide executive-level updates and recommendations regarding franchise support needs, operational performance, national program outcomes, and continuous improvement opportunities.
Will lead critical operational initiatives and enterprise level projects.
Oversee financial planning and resource coordination for national programs and operational initiatives, ensuring effective utilization of budget, personnel, and external partners.
Communicate regularly with internal stakeholders to prepare for training initiatives, identify evolving business needs, and recommend tailored solutions.
Develop and leverage internal and external partnerships that advance operational excellence and support the achievement of business objectives.
Collaborate across departments to align operational services and learning strategies with enterprise priorities, growth plans, and customer expectations.
Provide executive-level updates and recommendations regarding team performance, training outcomes, franchise support needs, and operational improvement opportunities.
Partner with executive leadership and cross-functional stakeholders to drive organizational adoption, communication strategies, and sustained behavioral change related to enterprise initiatives and operational programs.