Position Summary:

The Director of Franchise Operations will be responsible for providing consultative leadership and support to USA Insulation Franchise owners to drive operational and business strategies. With the support of your team, you will build trusting relationships with franchise owners and serve as a subject matter expert in all areas of successful operations including strategic planning, business performance, customer experience, brand standards, and people development

You will utilize strong analytical skills and a keen understanding of KPI’s to leverage multiple sources of data and provide consultative support to drive franchisee performance in key strategic areas. This role will influence results by providing recommendations and sharing best practices to improve business performance and profitability across the USA Insulation Franchise organization.

Location: Cleveland, OH (Can work remotely with travel to Cleveland Franchise Support Center offices on a monthly basis. Additional travel visiting franchise locations and various company events is to be expected.)

Key Responsibilities:

• Oversee the support functions at the Franchise Support Center, while working with functional department to support Franchise business operations.
• Collaborate with internal departments, and external parties to build, sustain and enhance systems and processes that complement current and future operating platforms.
• Maintain high standards of service and support through training and coaching support staff.
• Communicate with franchise owners, general managers, and location staff to maintain strong relationships, a clear understanding of the business model and gain an understanding of what support is needed for improvement.
• Collaborate with internal departments to achieve franchisor and franchisee annual goals.
• Maintain oversight of franchisee interactions and documentation and manage franchisee communication.
• Ensure quarterly business reviews are conducted effectively within the franchise system.
• Work with the Onboarding department to ensure new franchise owners open efficiently and effectively.
• Monitor the level of support services and the overall franchisee satisfaction of the company’s support functions.
• Responsible for managing Peer Performance Group and Franchise Advisory Board.
• Project manages various pilot programs and works to ensure effective implementation and adoption as well as compile data and results to determine the success of the program.
• Evaluate unit level P&L reports and consult with franchise owners to increase / maintain proper gross profit contribution.
• Ensure all franchisee facing materials, tools and resources are up to date and readily available for all franchise locations.
• Responsible for franchisee compliance.
• Leverages the franchise business coach’s insight to develop and understand the needs of our franchise owners. Orchestrate development, deployment, implementation, and execution of effective and efficient operating systems.
• Understand, maintain, and train team members to be knowledgeable and stay in compliance with company regulations as it relates to co-employment, item-19, etc.
• Monitor homeowner customer feedback and engage organizational resources as needed to enhance the customer's experience beyond their expectations.
• Contributes to building a positive team spirit; Promotes a harassment-free environment; Works with integrity and upholds organizational values.

Additional Requirements:

• Required travel up to 35% of the time.
• Must attain full command of all aspects of the USA Insulation Proven Process.
• Must obtain full understanding of USA Insulation’s CRM, Field Service program and SolutionView sales management software.
• Must have working knowledge of unit financial statements and accounting principles.

Your job description is meant to provide an overview of key areas of focus and responsibility. It is not meant to be all encompassing and will continue to evolve as business needs require.

USA INSULATION COMPANY CULTURE

What are our roots? It all started in 1985 when the founder of USA Insulation expanded his Cleveland-based operations into a successful franchise. Since that time, USA Insulation has grown to more than 50 locations across the U.S. In December of 2020, USA Insulation partnered with MaidPro and The Riverside Company (a private equity sponsor), joining other top brand names such as Patio Patrol, Men in Kilts, Pestmaster, Plumbing and Heating Paramedics, Granite Garage Floors and Sir Grout. Our strategy is to keep adding great-performing brands to our portfolio, so we’re not slowing down.

Who are we? We are a collection of entrepreneurs, out-of-the-box thinkers, and hospitality-minded innovators. We thrive in a fast-paced, high-energy environment and we are steadfastly committed to adding value to everything we do.

Who do we want on our team? We look for people who are natural learners, passionate about their careers and love to help businesses grow.

Why work here? We provide a fun place to work where people are nice, learning is continuous, individuality is respected, and your cutting-edge ideas are welcomed. At the same time, we’re straight shooters. We support each other but we also challenge each other. Working here is not for the walking dead or retired-on-duty. You will be challenged every day, but it will be the best darn job you ever had!

BENEFITS

We provide a fun place to work where people are respected, learning is continuous, and cutting-edge ideas are always welcome. Competitive employee-focused benefits include:

• Medical, dental, vision benefits
• Life & Disability Benefits
• 401k w/ safe harbor match after eligibility period
• PTO
• Paid holidays