Position Summary
The Franchise Success Partner plays a critical role in supporting Steamoji’s franchisee network while managing key operational systems that drive operational excellence. This role is responsible for designing and executing scalable franchisee support structures and ensuring brand consistency across all customer-facing platforms. In addition, this role drives continuous innovation by operationalizing new programs, testing and integrating new technologies and equipment, and collaborating cross-functionally to ensure Steamoji’s systems and processes remain at the forefront of the maker education space.
The Franchise Success Partner will partner closely with internal stakeholders and franchisees to deliver initiatives that enhance franchisee satisfaction, streamline operations, and strengthen Steamoji’s position as an innovative leader in STEAM education.
Key Responsibilities
Franchisee Success (70%)
- Foster a culture of collaboration and problem-solving among franchise partners, including the rollout of cohort-based peer support initiatives.
- Provide hands-on coaching via regular check-ins, office hours, and site visits; maintain clear SLAs and escalation paths.
- Provide in-person, hands-on training to franchisees at the current location or travel to the Franchisee's location, 1-2 weeks prior to opening. Provide ongoing operational support to franchise partners through regular check-ins, monthly calls, and open lines of communication.
- Design and run a tiered support model aligned to franchisee maturity (pre-opening, first 120 days, steady-state, multi-unit).
- Collaborate with the Operations and Curriculum teams to ensure franchisees meet operational, training, and curriculum standards.
- Conduct regular franchisee needs assessments, time allocation reviews, and create SOPs for quality checks.
Technology Operations & Project Management (30%)
- Oversee key technology initiatives, such as the internal ticketing system for franchise support and the sandbox environment for testing new features.
- Collaborate with the development team to prioritize technical projects that enhance franchisee and internal team efficiency.
- Ensure all franchisee-facing digital assets (e.g., landing pages, campaign sites) adhere to brand guidelines and technical best practices.
- Lead special projects to improve internal technology systems related to curriculum delivery and franchisee onboarding.
- Manage technology-related vendor relationships and coordinate updates to ensure alignment with operational and brand standards.
- Contribute to ongoing innovation by researching and piloting AI tools and emerging technologies for curriculum and operational improvements.
- Lead the ongoing development, management, and optimization of Steamoji’s technology systems, including the Steamoji App, Dashboard, Shopify Store, website, and 3rd party connected services.
- Drive innovation in operational workflows through technology-enabled solutions that enhance franchisee and customer experiences.
Continuous Improvement & Strategic Initiatives
- Identify opportunities to enhance profitability, productivity, and efficiency across the franchise system.
- Propose and implement operational improvements and best practices.
- Foster a culture of innovation and continuous improvement in line with Steamoji’s brand values: exploration, problem-solving, collaboration, and a growth mindset.
Required Qualifications
- Bachelor’s or Master’s degree in Business, Operations Management, Educational Technology, or a related field.
- 10+ years of experience in operations, project management, or a similar dual-function role.
- Proven track record of managing cross-functional teams and delivering complex projects.
- Strong understanding of franchisee operations, customer success principles, and technology implementation.
- Proficiency with project management tools (e.g., Asana, Trello, JIRA) and customer support platforms.
- Exceptional interpersonal and communication skills, with experience collaborating with both franchisees and internal teams.
- Strong analytical skills with the ability to drive decisions using data and stakeholder feedback.
Desired Skills
- Familiarity with LMS platforms, franchise systems or operational playbooks.
- Experience managing franchisees and third-party vendors (e.g., real estate agents, technology providers)
- Knowledge of brand management and marketing alignment for franchise systems.
- Understanding of Agile project methodologies and design thinking principles.
- Interest in emerging technologies like AI and their applications in education and operations.
Additional Details to Consider
Cross-Functional Collaboration
- Align franchisees and internal teams (e.g., technology, operations, curriculum development, marketing) to ensure smooth execution of initiatives.
- Manage relationships with external partners, consultants, and vendors to ensure successful project outcomes.
- Work directly with the leadership team to ensure franchisee feedback informs future strategy and product offerings.
Market & Customer Insights
- Collect and analyze feedback from franchisees, parents, and internal stakeholders to regularly refine the franchisee success model and supporting systems.
- Monitor industry trends and competitive benchmarks to identify areas for differentiation in both franchisee support and operational processes.
Performance & Metrics Management
- Define and track KPIs related to franchisee satisfaction, onboarding success rates, curriculum compliance, and tech system effectiveness.
- Collaborate with leadership to realign performance metrics away from sales-only targets and toward operational and technology impact.
