Senior Director, Field Operations (Franchisor)

Blue Rock search has partnered with an established hospitality franchisor to identify their next Senior Director, Field Operations. This position assumes primary responsibility for the growth and success of the franchise system. Cultivating a network of highly engaged franchisees and building strong relationships through the leadership and efforts of the Franchise Business Coach (FBC) team with all franchisees is central to this role. Successful execution will require effective collaboration across the organization, particularly with the Commercial Strategy and System Operations teams, to create and implement effective strategies and solutions in support of performance goals.

PRIMARY RESPONSIBILITIES

• Franchise System Performance - This role is directly responsible for the strategic growth and financial success of the franchise system. The role works closely with both internal stakeholders and the franchise network to optimize operational processes, customer service, revenue, and marketing strategies. Collaborates with franchisees and internal resources to develop action plans to address challenges, improve performance, and capitalize on opportunities for growth.
• Team Leadership – Position directly manages the Franchise Business Coaches who are responsible for onboarding new franchisees, as well as providing ongoing support to improve financial performance and operating efficiency of existing franchisees. Provides leadership to the FBC team, creates effective action plans and holds the team accountable to achieving target results. Facilitates weekly team meetings and supports monthly department meetings and training sessions. Ensures all FBC’s can clearly communicate their business systems including marketing, revenue, operations, facilities, and technology. Make certain that FBC’s are familiar with the various management tools and reports available to improve campground performance. Builds a communication plan with cross-functional partners to ensure follow through and follow up for all franchisee support requests.
• Relationship Management - Building and maintaining strong relationships with franchisees is an essential element of this role. Outside of predetermined engagement programs, this will be accomplished through disciplined outreach to franchisees, including on-site visits. Site visits will be coordinated with Franchise Business Coaches and other teams to maximize impact on the system, while being financially prudent.
• Franchise Engagement - Drive franchisee engagement by leveraging all corporate programs including 20 groups, Business Forums, the Franchise Advisory Committee, and the annual convention. Role would also serve as the primary liaison with the Owners Association.
• Communication – Assumes primary responsibility for content, quality, and cadence of direct franchise communications in collaboration with the Communications Team, and other strategic partners. This includes periodic updates on system performance, program status, and gathering of franchise feedback to inform their strategic direction.
• Maintain Brand Integrity and Consistency– Work closely with the Quality Assurance Team, Franchise Review Committee, National Marketing Team, and Franchise Development Team to ensure adherence with all brand standards in support of overall quality of the franchise system.
• Performance Analysis and Reporting - Responsible for analyzing key metrics and financial data to evaluate the overall health and performance of the franchise network. Prepares regular reports and presentations for senior leaders and franchisees, highlighting key insights and recommendations for improvement. Utilizes data-driven insights to identify trends, opportunities, and potential challenges within the franchise system.
• Industry Expertise - Maintain relevance in the hospitality and franchise community by staying current on industry trends and engaging in appropriate industry groups such as the International Franchise Association and Franchise Business Review.
• Collaboration – Work closely with key partners, including System Operations, Commercial Strategy, and Company-Owned Properties. These efforts would include helping to shape Learning and Development initiatives and development of appropriate operations manuals and other supporting resources.
• Strategy – Based on defined corporate goals and current trends in the Hospitality Industry, define opportunities for improved success across the franchise system. This role must be able to take initiatives from early ideation to successful execution.
• Financial Management - Responsible for preparing and managing a monthly/annual budget, addressing periodic variances as necessary.

QUALIFICATIONS

• Bachelor’s degree in business administration, marketing, hospitality, or related field
• Seven years of proven experience in franchise operations management or a similar role, preferably within the hospitality industry
• Certified Franchise Executive Certification preferred
• Strong working knowledge of Word, Excel, PowerPoint, and other related technology.
• Strong leadership and communication skills, with the ability to build rapport and trust with both franchise owners and internal stakeholders
• Solid understanding of financial analysis, budgeting, and profitability management
• Exceptional problem-solving abilities and a proactive approach to addressing challenges
• Strong organizational skills and proven ability to meet deadlines.
• Capable of handling multiple tasks simultaneously.
• Excellent verbal, written and presentation skills.
• Has a valid Driver’s License.

PHYSICAL REQUIREMENTS

• Ability to travel up to 25% of the time
• Ability to lift 25 pounds and occasionally lift 50 pounds
• Ability to answer phone calls, hear issues, & give direction while viewing computer screens
• Requires long periods of sitting and viewing computer screens
• Requires use of hands for typing, handling paperwork, & other office functions such as copying, sorting, & filing.
• Ability to stoop, kneel, and crouch
• Must speak and write English fluently

This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

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