Director of Operations - Home Care Service

As a Director of Operations in the franchising industry, you play a critical role in ensuring the smooth operation and consistent success of a franchise’s various outlets. You act as a bridge between Franchise Support Center leadership, Business Operations Managers and individual franchisees, focusing on standardizing practices, enhancing operational efficiency, and maintaining brand consistency across all locations. Your strategic oversight and practical support help franchisees implement strategies, adhere to brand guidelines, and achieve targeted business outcomes.

Responsibilities

• Oversee daily operations of franchise locations to ensure compliance with brand standards and operational efficiency.
• Review and approve site selection for new franchise locations, ensuring they meet company criteria and market potential.
• Collaborate with the SVP on innovation of operational processes and systems to improve efficiency and service delivery across the franchise network.
• Develop and implement strategies for sales growth and profitability enhancement across all franchisees.
• Monitor and analyze franchise performance metrics, providing regular reports to senior management and franchisees.
• Mentor, train, coach, and hold Business Operations Managers accountable regarding each aspect of their job description.
• Train and coach Business Operations Managers on effective coaching techniques that foster owner profitability, growth, technology use, Year of the Caregiver, and care delivery and marketing aspects that affect any aspect of an owner’s business.
• Ensure Business Operations Managers are held accountable for each aspect of their role and the standards of the brand.
• Conduct financial reviews, assess KPIs, and recommend improvements to drive financial success.
• Facilitate network calls for franchise owners and their staff to ensure consistent service quality and operational knowledge.
• Act as a mediator between franchisees and the franchisor, addressing any issues or conflicts that arise.
• Coordinate with the marketing team to implement promotional activities and campaigns tailored to local markets.
• Ensure brand consistency while adapting to unique challenges and opportunities presented by local markets.
• Maintain Network Standard Operations Manual.
• Other duties as assigned.

Qualifications

• Proven experience in franchise operations, preferably in a senior management role.
• Strong analytical skills, including financial analysis and KPI tracking.
• Excellent communication and negotiation abilities.
• Effective judgement and decision-making capabilities.
• Ability to balance overarching standards with local market dynamics.
• Exceptional written and verbal communication skills. Detailed oriented.
• Problem prevention and solving skills are a must.
• Bachelor’s degree in business administration, Operations Management, Finance or related field.