The Senior Director of Franchise Operations Programs and Process Improvement is responsible for leading and overseeing the development, implementation, and continuous improvement of operational programs and processes for our network of franchisees.
This role requires a strategic thinker with a strong background in franchise operations management, process optimization, program development, and performance management, as well as a working knowledge of franchise training and development programs.
The ideal candidate will drive efficiency, enhance productivity, and ensure the highest standards of operational excellence across the organization to drive franchise business performance. This person will be responsible for operational performance and configuration of a stack of franchise owner tools including Sales Force, Well Sky, ApplicantStack, and ZeeWise.
This is a unique opportunity to shape the future of franchise operations at a fast-growing, mission-driven company. As a senior leader, you’ll have the creative freedom to design innovative programs, implement cutting-edge technology, and drive impactful change across multiple markets. You’ll be at the forefront of an industry revolution, reshaping care for aging adults while contributing to a company valued at over $1B.
Your Impact:
- Strategic Leadership: Develop and execute strategies to improve franchise operational efficiency and effectiveness. Align franchise operational programs with Honor’s strategic goals and objectives.
- Franchise Network Process Improvement: Identify, analyze, and optimize key franchise business processes to enhance productivity, reduce costs, and improve quality. Implement best practices and continuous improvement methodologies such as Lean, Six Sigma, and Kaizen.
- Franchise Program Management: Oversee the planning, execution, and monitoring of major franchise operational programs and projects. Ensure projects are delivered on time, within scope, and within budget. This includes understanding opportunities with existing tools, creating a feedback loop with users, providing guidance on setup and optimal configurations.
- Franchise Program Design: Lead conceptualizing and designing innovative signature programs. Collaborating closely with cross-functional teams. Uses industry trends, stakeholder insights, and strategic objectives with a forward-thinking approach to ensure that the designed programs not only stand out as innovative but also align seamlessly with the broader goals of the organization.
- Franchise Program Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of operational programs and processes. Use data-driven insights to drive decision-making and improvements.
- Change Management & Stakeholder Engagement: Lead change management efforts to ensure smooth implementation of new processes and programs. Provide training and support, through the learning and development team, to franchisees to facilitate adoption.
- Results Driven Cross Functional Collaboration: Collaborate with cross-functional teams, including finance, IT, HR, Communications, and other departments, to ensure alignment and support for operational initiatives. Communicate progress and results to senior leadership.
- Team Leadership: Lead individual and team performance, including setting clear goals, conducting regular evaluations, and providing constructive feedback. Champion the growth and development of employees by identifying opportunities for skill enhancement, offering coaching and mentorship, and supporting professional development initiatives. Inspire team members through clear communication and recognition of achievements and ensuring the team is engaged and motivated.
To Succeed in This Role, You’ll Bring:
- Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s degree preferred).
- 10+ years of experience in operations management, process improvement, and program management in a growth environment.
- Strong understanding of franchise systems, operations and performance.
- Proven track record of leading and implementing successful process improvement initiatives.
- Excellent leadership, communication, and interpersonal skills including experience leading high performing teams.
