Senior Franchise Operations Support Manager

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

📋 Description

• Act as a strategic partner to the leadership of International Operations.

• Supervise the execution, optimization, and ongoing enhancement of operational support programs, tools, and vendor partnerships.

• Serve as the primary business owner on a day-to-day basis for designated International Operations support programs, tools, and third-party partnerships.

• Oversee vendor relationships, conduct business reviews, engage in performance discussions, resolve issues, follow up on roadmaps, manage billing coordination, handle invoicing processes, provide stakeholder updates, and track actions.

• Collaborate with leadership on strategic vendor evaluations, contract renewals, and significant business planning discussions.

• Work alongside International Operations leaders, Franchise Business Managers, regional teams, franchisees, vendors, and cross-functional business partners.

• Coordinate across various markets, pinpoint standardization opportunities, suggest market-specific adaptations, and ensure brand stability.

• Discover opportunities to enhance operational efficiency, minimize redundant efforts, streamline processes, and amplify program value.

• Assess emerging tools, technologies, feedback themes, and industry practices.

• Assist in pilot programs, testing initiatives, and new program launches through planning, execution, measurement, and transition to ongoing ownership.

• Create and maintain reporting, scorecards, dashboards, implementation trackers, and executive-ready summaries.

• Analyze operational, customer, financial, and program performance data to uncover trends, risks, and opportunities.

• Support vendor assessments and operational initiatives through data analysis, scenario modeling, and performance evaluation.

• Clearly present findings and recommendations to leadership audiences.

⛳️ Requirements

• A Bachelor’s degree in Business, Operations, Communications, Project Management, Analytics, or a related field, or a comparable combination of education and experience.

• 7–10 years of progressive experience in restaurant operations, franchising, multi-unit operations, business analysis, project management, consulting, vendor management, or similar fields.

• Experience within a franchisor organization is preferred.

• Strong preference for candidates with QSR or restaurant operations experience.

• Proven capability to manage projects or programs with defined scope, timelines, stakeholder groups, risks, and success metrics.

• Experience collaborating with vendors, service providers, external business partners, or cross-functional support teams.

• Exceptional written and verbal communication skills.

• Strong analytical capabilities and ability to translate operational data, field feedback, vendor insights, and business performance indicators into actionable recommendations.

• Preferred experience with business intelligence, reporting, or data visualization tools such as Power BI, Tableau, SQL, Excel, or similar platforms.

• Working knowledge of SQL, database structures, data querying methods, or data modeling concepts is highly desirable.

• Ability to organize, analyze, and model data to support operational decision-making and strategic recommendations.

• Experience in developing dashboards, scorecards, business cases, forecasts, or analytical models is a plus.

• Capacity to influence cross-functional partners, field teams, franchisees, and vendors in a matrixed environment.

• Proficiency with Microsoft 365 applications and reporting tools, scorecards, surveys, dashboards, and program tracking resources.

• Willingness to travel approximately 10%–20%, including domestic and occasional international travel.

• Must be authorized to work in the United States without employer sponsorship.

🏝️ Benefits

• Eligibility for bonuses.

• Medical insurance coverage.

• Dental insurance coverage.

• 401(k) matching.

• Paid time off.

• Volunteer time off.

• Parental leave.

• Hybrid work schedule.

• Inclusion and belonging initiatives.