General Manager, Franchise Operations (Remote)

WMC; Kelowna; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A Canadian pet care franchise company is seeking a General Manager, Franchise Operations to oversee the franchise network across Canada. The successful candidate will manage daily operations, coordinate new store openings, and lead a team to ensure brand standards and customer satisfaction. This role requires 5+ years of operations experience and is offered with a competitive salary range of $80,000-$100,000, performance bonus, and health benefits.

Benefits

Performance bonus

Health benefits

Qualifications

• 5+ years in operations, with franchise experience preferred.
• Self-motivated and independent.
• Valid driver's license; willingness to travel.

Responsibilities

• Oversee daily franchise operations.
• Coordinate new store openings.
• Conduct performance evaluations and operational audits.

Skills

Operations management

Franchise experience

Financial acumen

Detail-oriented

Education

Post-secondary education in related fields

Tools

MS Office

Job description

Job Description

General Manager, Franchise Operations

The Bone & Biscuit Co.

Location : Hybrid / Remote / On-site Options

ABOUT US

Since opening its first location in 2008, The Bone & Biscuit Co. has maintained high standards of natural foods, supplies, and accessories. As a Canadian company with over 60 franchise locations across various provinces, we focus on delivering quality products and exceeding customer expectations. Our core values are Integrity, Courtesy, Teamwork, and Knowledge, which underpin our company culture and community engagement.

ABOUT THE ROLE

We are seeking a highly motivated and experienced professional to join us as the General Manager, Franchise Operations. Reporting to the CEO, this role oversees the operations of our franchise network across Canada, developing processes, best practices, and innovations to support growth and efficiency. The GM manages a team of Regional Managers and a Construction Coordinator, troubleshooting daily operational issues and guiding team members.

Key Responsibilities

Operations Management

• Oversee daily franchise operations, ensuring brand standards and customer experience consistency.
• Coordinate new store openings, including timelines, training, and post-opening growth plans.
• Monitor franchisee performance using KPIs like sales, margins, and customer satisfaction; implement corrective actions.
• Identify opportunities for operational improvements and cost efficiencies.
• Ensure effective use of operating technology platforms.
• Contribute to strategic planning with operational insights.
• Lead change management for new systems and initiatives.

Franchisee Operations & Maintenance Support

• Serve as primary contact for franchisees, resolving inquiries and issues.
• Conduct performance evaluations and operational audits.
• Collaborate with internal departments to improve processes.
• Support new store openings and operational mentorship.
• Coordinate with property managers and suppliers on maintenance and infrastructure issues.
• Maintain consistency in in-store experience and customer service.
• Enhance operational onboarding programs.
• Gather franchisee feedback to improve engagement.
• Handle escalations related to operational disruptions or emergencies.
• Manage operational budgets and seek cost-saving opportunities.
• Maintain operational documentation and records.

Leadership & Management

• Lead with integrity, transparency, and ethics.
• Support and develop team members.
• Set and monitor performance goals aligned with company strategy.
• Foster a collaborative, franchisee-first culture.

Required Qualifications

• 5+ years in operations, with franchise experience preferred.
• Construction or maintenance experience is an asset.
• Post-secondary education in related fields is an asset.
• Knowledge of building repair and maintenance.
• Self-motivated and independent.
• Proficient in MS Office.
• Financial acumen.
• Knowledge of office management systems.
• Detail-oriented with strong organizational skills.
• Valid driver's license; willingness to travel.
• Availability for occasional evenings and weekends.

COMPENSATION

We offer a competitive salary range of $80,000-$100,000, performance bonus, health benefits, and other perks.