Operations Representative

Compensation: $65,000–$80,000 annually, based on experience and qualifications

Work Location: Markham, ON - On-site position

Overview

The Operations Representative serves as the primary liaison between franchised locations and the corporate office, supporting multi-unit operations, financial performance, and franchisee relationships.

This role supports brands including Yogen Früz, Pinkberry, Yogurty's, Sweet Jesus, and YEH! Yogurt.

Key Responsibilities

• Conduct regular in-store visits, including operational audits and coaching sessions.
• Support franchisees and store teams in executing company standards and operational best practices.
• Monitor store performance and identify opportunities to improve customer experience and operational efficiency.
• Ensure compliance with brand standards, food safety, OHSA, and ESA regulations.
• Provide hands-on coaching and support to franchisees and store employees.
• Assist with new store openings, onboarding, and training initiatives.
• Deliver ongoing operational training and support across multiple locations.
• Support the execution of brand promotions, product launches, and operational initiatives.
• Assist franchisees with local store marketing efforts and community engagement opportunities.
• Help build positive franchisee relationships through regular communication and support.
• Address and resolve franchisee and customer concerns professionally and promptly.
• Act as a liaison between franchisees and corporate departments to ensure effective communication and follow-through.

Qualifications (Required)

• 1-3 years of experience in retail, hospitality, food service, QSR, or a customer-facing operations role.
• Previous experience in a supervisory, team lead, assistant manager, or multi-location support role is considered an asset.
• Strong communication, interpersonal, and relationship-building skills.
• Ability to coach, train, and support store teams in a fast-paced environment.
• Demonstrated ability to maintain operational standards and deliver excellent customer experiences.
• Strong organizational, problem-solving, and time management skills.
• Food Handler Certification (or willingness to obtain).
• Proficient in Microsoft Office Suite.
• Valid driver's license and access to a reliable vehicle.
• Willingness to travel extensively (100% field-based role), including travel across Canada and infrequent international travel as required.
• Open availability (evenings/weekends as needed)

Nice to Have

• Experience in a franchise system working directly with franchisees
• Background in Business Consultant, District Manager, or Area Manager roles
• Experience with QSR brands
• Experience supporting new store openings

Commitment to Equity & Accessibility

We are an equal opportunity employer committed to diversity, inclusion, and accessibility. Accommodations are available throughout the recruitment process and during employment, in accordance with the AODA and Ontario Human Rights Code.