• Responsible for the operational performance of franchise organizations and stores within their markets • Ensures operational readiness for all new Woof Gang locations under development, as they are getting ready for opening: Assists in tasks related to tactical preparation for the store such as initial ordering, stocking, schedule set up and review • Conducts operational training on appointment and schedule management, POS configuration and functionality, amongst others • Assists in planning and ultimately attending the Grand Opening event to ensure a strong presence in the market and local community right from the start • Provides guidance on community engagement events to ensure a rapid ramp-up of bookings and visits to reach profitability as quickly as possible • Works closely with franchise owners’ leadership teams to implement strategies and processes designed to enable delivery of a great customer experience, optimize franchise business and operational performance, and achieve store and company targets • Responsible for ensuring that franchisees operate within Woof Gang standards and policies • Responsible for partnering with franchisees and their teams to improve operational performance in stores and deliver a consistently great customer experience • Responsible for protecting brand standards in areas such as dog safety, cleanliness, and for routinely advising franchisee leadership teams on areas of opportunity and strategies for maintaining excellence • Responsible for driving improvement in operations metrics (including Google ratings) • Responsible for ensuring great results are achieved the right way with honesty and integrity by reporting store metrics as true reflections of a store’s performance • Conduct Operations Performance Reviews (OPRs) to diagnose operational issues, identify areas of opportunity in the store and create a detailed action plan for improvement in operations metrics and customer experience, alongside franchise groups’ personnel • Consult with, advise, and provide support to franchisees regarding store operations for long-term improvement, and support in the immediate term • Develop effective professional relationships with store retail associates and groomers enabling the productive and efficient exchange of information and ideas that drive performance • Discuss data-driven, long-term goals with franchisee teams about operational and service needs, and strategies to achieve results • Help analyze and speak to franchisee results and operational drivers/metrics