You are responsible for the overall performance of the Operations Department and the management of all Operations Advisors, designing and providing training and support to Franchise Owners, developing and maintaining good customer relations, and controlling the distribution of materials and supplies to Franchise Owners.
Interview, hire and train all Operations Advisors and support staff.
- Document performance, attendance, disciplinary actions, written warnings, and counseling for inclusion in employee files.
- Spend sufficient time with staff to ensure satisfactory job performance and morale. Provide guidance and support to staff as needed to achieve maximum performance.
- Perform semi-annual employee reviews (more if necessary).
- Conduct on-going training for all Operations staff.
- Ensure that all Operations Advisors obtain their RBSM within 150 days of being hired.
Franchisee Training & Support
Oversee the training of all Jani-King franchisees.
- Direct and monitor franchise development/coaching efforts by Operations Advisors.
- Keep up with current developments in cleaning technology and procedures. Advise Operations staff and franchisees of new techniques, supplies and equipment.
- Conduct quarterly seminars for franchisees, focusing on subjects that will improve their profitability and abilities as business owners.
- Oversee placement of new or transferred customers with appropriate franchisee. Work closely with Operations staff to assure smooth start-up of new customers.
- Make sure Operations staff spends appropriate time each week with franchisees in the evening at job sites to review their procedures and the efficiency/quality of their work.
Customer Relations
- Maintain high levels of customer satisfaction.
- Ensure that enough field visits are made each month to customer locations to examine quality of work and measure customer satisfaction. Largest customers should be visited monthly.
- Respond quickly to customers reporting problems. Personally follow up with staff, franchisee and customer to assure any problems are corrected as soon as possible.
- Coordinate all customer transfers and cancellations.
- Personally oversee your 10 largest customers (in terms of monthly revenue). Conduct inspections, handle complaints, and conduct field visits with franchisees, as necessary.
Supply Management
- Order supply kits for new franchisees.
- Maintain an inventory of cleaning supplies and equipment needed for training.
- Develop and maintain vendor relationships. Seek out better sources of chemicals and supplies.
- Maintain records showing disbursement of all supplies and equipment during the month.
- Coordinate vendor participation in Franchisee Day and training programs
Base pay: $75,000 plus commission on retention and customer scores. Total comp $85-100k
Auto reimbursement for miles
Medical, dental, 401k, 4 weeks PTO
