Title of Position: Franchise Onboarding Specialist

Department: Franchise Operations

Reports to: Director of Operations/Administration

Essential Function: The Franchise Onboarding Specialist will oversee the onboarding and implementation process for all new franchise and dual business owners. This role requires a deep understanding of operational processes, strong project management skills, and the ability to collaborate with cross-functional teams to drive successful onboarding outcomes. The Franchise Onboarding Specialist will be responsible for coordinating, executing, and actively managing onboarding activities for new owners from signing through their first day of offering services. This includes interacting with new owners and ensuring that we appropriately complete onboarding process tasks and action items on a timely basis.

Main Responsibilities:

• Conduct meetings through Microsoft Teams or by phone to complete onboarding activities with new owners.
• Update salesforce with changes and updates.
• Complete all new account set-ups and trainings on various platforms where necessary.
• Act as a resource for all new owners and their staff, answering questions and supplying needed resources to successfully move them forward.
• Monitor electronic onboarding process checklists.
• Assist with executing the onboarding process for established owners with additional location needs.
• Regularly assess and recommend program changes and enhancements to drive better success and engagement of new owners.
• Attend Grand Openings and conduct site visits. Manage vendor relationships and act as a liaison between vendors and owners.

Required Skills and Qualifications:

• Minimum three (3) years of experience in a franchise system, preferably working on the onboarding/implementation team.
• Bachelor’s degree in Business, Human Resources, or related field is preferred, or equivalent combination of education and experience.
• Demonstrates the ability to troubleshoot and resolve issues with a sense of urgency.
• Ability to maintain a high level of discretion and maintain confidentiality of sensitive information.
• Excellent verbal and interpersonal skills; especially demonstrated ability to work with and communicate effectively with all levels of staff and management.
• Ability to adapt to a continually changing business and work environment while managing multiple priorities.
• High level of customer support, including the ability to work with challenging customers during high stakes situations.
• Ability to collaborate with a diverse group of colleagues and constituents and work effectively in a team environment.
• Proficient in all MS Office tools (Excel, Word, PowerPoint, Outlook)
• Knowledgeable with Salesforce, RightSignature, and Adobe a plus.