Manager, Franchise Tech Systems

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Lead, coach, and mentor a team of Specialists dedicated to franchise technology systems.

• Oversee onboarding and performance evaluation processes for direct reports.

• Establish clear expectations regarding quality, ownership, and accountability.

• Ensure effective coverage and equitable workload distribution among support and project assignments.

• Manage comprehensive support operations for appointment-based POS platforms and associated systems.

• Act as the primary escalation point for complex or high-sensitivity issues.

• Guarantee accurate and timely execution of pricing updates, service configurations, promotions, and data modifications.

• Supervise NSO, transfer, and closure processes across all locations.

• Set standards for ticket management, escalation procedures, and resolution quality.

• Identify recurring issues and drive root cause analysis and resolution.

• Cultivate and maintain in-depth expertise in core platforms as a subject matter expert.

• Enhance workflows, scalability, documentation, and operational best practices.

• Identify and pursue opportunities for automation, tooling, or self-service solutions.

• Collaborate with Mindbody and Booker vendors, escalating higher-level concerns as necessary.

• Work closely with Operations, Marketing, Finance, and Brand teams.

• Ensure that documentation and training materials are developed and kept up to date.

• Reinforce consistent processes and undertake other assigned responsibilities.

⛳️ Requirements

• 5+ years of experience in supporting business systems, ideally in a franchise or multi-unit setting.

• Experience with appointment-based POS platforms (Mindbody and/or Booker) is highly preferred.

• Proven experience in leading or mentoring others; prior management experience is advantageous.

• Demonstrated capability to manage complex systems and resolve ambiguous issues independently.

• Strong troubleshooting skills with the ability to identify root causes across systems and processes.

• Proven track record of improving workflows and minimizing operational inefficiencies.

• Excellent judgment and ability to balance competing priorities in a fast-paced environment.

• Exceptional communication and stakeholder management skills.

• Strong attention to detail, project management abilities, and prioritization across multiple workstreams.

• Expert-level proficiency in Microsoft Office Suite and Google Workspace.

• Willingness to work occasional evenings and/or weekends to accommodate franchise business hours across various time zones.

🏝️ Benefits

• Flexible time off and holiday schedule.

• Medical, dental, vision, and life insurance options.

• Health Savings Account.

• Flexible Spending Account.

• 401K matching program.

• Monthly allowance for purchases at WellBiz Brands, Inc. owned brands.

• Cell phone reimbursement.

• Complimentary Employee Assistance Plan.