[Hiring] Manager, Franchise Tech Systems @WellBiz Brands

Role Description

The Manager, Franchise Tech Systems is responsible for leading the day-to-day support and operation of franchisee-facing business systems across a multi-brand environment, ensuring the effective and reliable use of appointment-based point-of-sale (POS) platforms (Mindbody, Booker) and related technology.

This role functions as a player-coach, combining hands-on system ownership and escalation management with team leadership. The Manager serves as a subject matter expert in core platforms, owns resolution of complex and ambiguous issues, and drives improvements that reduce recurring support needs over time.

In addition to leading the support team, this role is accountable for ensuring that system-related work — including pricing updates, configuration changes, and operational processes — is executed accurately, consistently, and at scale.

This position requires strong judgment, deep system understanding, and the ability to operate independently in a fast-paced, highly interconnected environment.

Qualifications

• 5+ years of experience supporting business systems, preferably in a franchise or multi-unit environment
• Experience with appointment-based POS platforms (Mindbody and/or Booker) strongly preferred
• Experience leading or mentoring others; prior people management experience preferred
• Demonstrated ability to own complex systems and resolve ambiguous issues independently
• Strong troubleshooting skills and ability to diagnose root causes across systems and processes
• Proven ability to improve workflows and reduce operational inefficiencies
• Strong judgment and ability to balance competing priorities in a fast-paced environment
• Excellent communication and stakeholder management skills
• Strong attention to detail, project management, and multi-workstream prioritization skills
• Expert-level proficiency in Microsoft Office Suite and Google Workspace
• Ability to work occasional evenings and/or weekends to support franchise business hours across multiple time zones

Requirements

• Lead, coach, and develop a team of Specialists supporting franchise tech systems
• Manage onboarding and performance management for direct reports
• Set clear expectations for quality, ownership, and accountability across the team
• Ensure effective coverage and workload distribution across support and project work
• Foster a culture of ownership, curiosity, and continuous improvement
• Own end-to-end support operations for appointment-based POS platforms (Mindbody, Booker) and related systems
• Serve as the primary escalation point for complex or high-sensitivity issues, driving resolution across internal teams and external vendors
• Ensure accurate and timely execution of system-related work, including pricing updates, service configuration, promotions, and data changes
• Oversee and ensure quality of NSO, transfer, and closure processes across all locations
• Establish and maintain standards for ticket handling, escalation, and resolution quality
• Identify recurring issues and drive root-cause resolution to reduce repeat support volume
• Develop and maintain deep expertise in core platforms, serving as a subject matter expert for the team
• Identify inefficiencies in workflows and assist in designing improvements to increase scalability and reduce manual effort
• Partner with leadership to define and maintain system standards and operational best practices
• Drive improvements in how work is executed, documented, and shared across the team
• Identify opportunities for automation, tooling, or self-service solutions
• Manage day-to-day coordination with system vendors (Mindbody, Booker), ensuring timely issue resolution
• Escalate and partner with leadership on higher-level vendor concerns or roadmap discussions
• Collaborate with Operations, Marketing, Finance, and Brand teams to support system-related initiatives
• Ensure alignment between system execution and business needs
• Ensure documentation is created, maintained, and usable for both internal teams and franchisees
• Support development of training materials and enablement resources
• Reinforce consistent processes that allow work to be completed without dependency on individual team members
• Other duties and projects as assigned by supervisor and department heads.

Benefits

• Flexible time off and holiday schedule
• Medical, dental, vision, and life insurance
• Health Savings Account
• Flexible Spending Account
• 401K match
• Monthly allowance for spend at WellBiz Brands, Inc. owned brands
• Cell Phone reimbursement
• Free Employee Assistance Plan