2ULaundry and LaundroLab are on a mission to create time for the world to focus on the things that matter most - and that probably isn’t laundry! We’re a rapidly growing startup that is rewriting the rules around this time-consuming task by building two complementary brands. With our convenient pick-up and drop-off service and modern, inviting laundromats, we provide people with an effortless and convenient solution to laundry and dry cleaning to give them back time because as we all know, time is valuable.
The Senior Director of Franchise Operations and Support Role:
We are seeking an experienced Senior Director of Franchise Operations and Support to lead the transformation of our franchise support structures and drive overall network performance. This role will be instrumental in managing franchisee relationships, reshaping our communications and support systems, making franchisees successful, and ensuring compliance with our standards and agreements.
The ideal candidate will have a proven track record of rebuilding operational support playbooks, coaching franchisees to reach their goals, and managing teams to deliver projects on time. They will have a deep understanding of how to manage franchisees through influence by building credibility, fostering collaboration, and holding individuals accountable through relationships rather than direct oversight.
This role directly reports to our Chief Executive Officer and will directly manage a team of direct reports focused on Business Coaching and New Store Opening / Project Management.
What are the primary responsibilities of the Senior Director of Franchise Operations and Support role?
Rebuild Franchise Support Structures:
- Redesign our support systems and communication channels to better engage franchisees and ensure they receive the value, resources, and guidance needed to succeed.
- Ensure franchisees feel heard, supported, and empowered to achieve their goals while meeting the company's expectations.
- Develop trust and credibility to create a culture of mutual accountability, where franchisees are motivated to meet their commitments.
- Drive alignment between franchisees and the corporate team by promoting a shared vision for success.
- Work cross-functionally with other departments, such as Marketing, Finance, Corporate Operations, and HR, to ensure franchisees are supported holistically.
Coach for Performance and Accountability:
- Utilize coaching, communication, and relationship-building skills to hold franchisees accountable to their goals, agreements, and brand standard.
- Address performance gaps diplomatically but firmly and provide coaching, feedback, and tools to help bridge gaps.
- Monitor and influence the financial health of franchisees, ensuring owners are on a path to profitability and tracking towards goals.
Ensure Franchisee Compliance:
- Implement and manage processes to ensure franchisees are operating in full compliance with franchise agreements and legal standards, proactively managing risks within the network.
- Address instances of non-compliance and work with franchisees on a plan to correct issues quickly.
- Own the franchise document renewal process and manage compliance with all filing requirements.
Guide Franchisees Through Change Management:
- Contribute to the development and execution of the long-term strategic plan for franchise operations and support, ensuring alignment with the company's overall objectives and vision.
- Lead franchisees through periods of transition and the rollout of new initiatives with effective communication, empathy, and problem-solving to ensure buy-in and smooth implementation.
Team Leadership and Project Management:
- Align franchise operations with the company's overall goals and long-term vision.
- Lead and oversee franchise partner field support programs through subordinate coaches and project managers, while coaching and supporting owners directly and serving as the escalation point for all support needs
- Provide guidance to direct reports in problem identification and resolution for all franchise partner locations across all areas of franchise performance (e.g. project management and meeting deadlines, revenue management, operations, new initiatives, standards.)
- Maintain strong relations with franchise partners and serve as an escalation point for consultation to owners and managers.
Who is the ideal Senior Director of Franchise Operations and Support?
- Relationship Management Expertise: Proven experience in building and maintaining strong relationships with franchisees or independent business owners. Ability to influence and drive performance through trust and communication, rather than direct authority.
- Accountability and Compliance Management: Ability to hold franchisees accountable for meeting performance goals and adhering to franchise agreements. Strong background in handling compliance issues diplomatically but effectively, including managing difficult conversations.
- Franchise Industry Knowledge: Previous experience in a franchise environment or working with decentralized, independently-owned business units. Understanding of the dynamics and challenges involved in working with franchisees.
- Conflict Resolution and Diplomacy: Strong conflict resolution skills, with the ability to handle sensitive conversations around performance, dissatisfaction, and non-compliance professionally and effectively.
- Change Leadership: Experience in leading franchisees through periods of change, restructuring, or new strategic initiatives, with an emphasis on maintaining engagement and collaboration.
- Strong Communication and Coaching Skills: Excellent interpersonal skills with the ability to engage, coach, and support franchisees in achieving both their goals and the company’s objectives.
What are the requirements for the Senior Director of Franchise Operations and Support role?
- 7+ years of proven success and experience in franchise operations, multi-unit operations, business coaching, or a related field.
- 5+ years in a leadership role requiring indirect influence
- Proven track record in change management, performance improvement, and compliance management
- Experience in emerging franchise brands strongly preferred.
- Strong background in training, business coaching, and project management.
- Strong understanding of franchise laws, compliance, and operational nuances.
- Financial acumen with the ability to manage budgets and improve financial performance.
- Exceptional problem-solving and conflict-resolution skills.
- Strong communication and negotiation abilities.
- Ability to travel up to 50-75% of the time (may change as we mature)
Candidates must live in one of the following states to be considered: Arizona, Florida, Georgia, Nevada, New Hampshire, North Carolina, Pennsylvania, South Carolina, Texas, Virginia, or West Virginia.
2ULaundry and LaundroLab are equal opportunity employers. We value diversity and strive to create an inclusive environment representative of a variety of backgrounds and experiences. Employment is decided solely on the basis of qualifications, merit, and business need.
