Field Support Manager

BrightStar Care; Illinois; Remote; USD 80,000 - 110,000; Full time

Job summary

A leading agency in home care services is seeking a Field Support Manager to assist franchisees in driving growth and performance enhancement. The successful candidate will leverage their extensive experience in operations and possess strong communication skills to provide effective coaching and strategic insights, all while working within a remote capacity and requiring some travel.

Qualifications

• 5+ years in an operations or sales role.
• Ability to train franchisees and identify opportunities.
• Entrepreneurial spirit with outstanding customer service.

Responsibilities

• Provide strategic consulting to franchisees for growth and profitability.
• Define quarterly plans and ensure compliance with company goals.
• Lead assessments and facilitate expansions ensuring brand standards.

Skills

Customer Service

Problem Resolution

Organizational Skills

Analytical Skills

Communication Skills

Education

Bachelor's Degree or Equivalent Experience

Tools

Microsoft Office Suite

Microsoft Excel

Job description

Local Agency: BrightStar Care
Location: Bannockburn, IL
Position Type: Full Time (Salaried)
Req ID: 154368
The Field Support Manager is a Business Coach/Consultant that will support franchisees by providing strategic business and operations consulting to drive revenue growth, profitability, and operational efficiency. This role involves identifying business opportunities, solving problems, and leveraging a proprietary software platform to enhance performance.

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Field Support Manager

Local Agency: BrightStar Care
Location: Bannockburn, IL
Position Type: Full Time (Salaried)
Req ID: 154368
The Field Support Manager is a Business Coach/Consultant that will support franchisees by providing strategic business and operations consulting to drive revenue growth, profitability, and operational efficiency. This role involves identifying business opportunities, solving problems, and leveraging a proprietary software platform to enhance performance.

This role is remote within the United States with up to 50% travel. · Defines a quarterly plan to help the region grow revenue and profitability. Aligns quarterly goals with the company goals to drive continued success.
· Ensures the success of the franchise community by providing coaching and leadership to direct reports, business partners and stakeholders enabling and achieving the company’s objectives.
· Provides direction and facilitates strategic planning to continue the rapid growth of the brand through effective planning and execution of process, procedure and model simplification.
· Assess compliance and track with scorecards and KPI’s to drive success and moves franchisees from current to future growth.
· Demonstrates a sense of urgency and understanding of franchisee priorities; able to troubleshoot and solves problems knowing when to escalate to senior leadership.
· Exhibits a service-centered orientation to the team and cross departmentally, along with business partners. Is a professional team player that responds appropriately and remains objective in all situations.
· Works on advanced, complex projects, forecasting and modeling business issues requiring state-of-the art industry knowledge.
· Leads the franchisees through in-depth discussion of the budget, profitability, quarterly and yearly goal planning, strategic initiatives, training and development and alignment to corporate initiatives.
· Support through expansion and acquisition process, which may include on site auditing and facilitation of transitions to ensure brand standards are being upheld and growth plan is in place. EDUCATION
· Bachelor’s degree or equivalent experience.
EXPERIENCE
· 5+ years in an operations or sales role with a continuous desire to learn and improve every day, and willingness to find opportunities to assist Franchisees and their teams.
· Health care operations experience preferred but not required.
SKILLS/ABILITIES
· Ability to train franchisees on new initiatives, best practices, and operational processes, including billing and payroll.
· A strong background in account management and reporting
· A keen understanding of evolving technologies and the drive to exceed business targets are essential for success
· Outstanding customer service and account management reputation, with a proactive approach to problem resolution
· Entrepreneurial spirit, with a desire to identify and coach the higher performing independent business owners on top line revenue and profit
· Demonstrates empathy and passion for the franchisee including listening skills, quick-to-action and outstanding follow up. Must be willing to have hard conversations when appropriate
· Ability to prioritize workload and multi-task in a fast-paced environment with a willingness to take on new projects and demonstrate flexibility
· Strong organizational, analytical and presentation skills
· Excellent verbal and written communication skills
· Ability to manage upward and report the metrics, KPI’s, dashboards and any risk associated with them to the senior leadership team
· Microsoft Office Suite proficiency including Word, PowerPoint, Outlook, Teams; and an intermediate to advanced user of Microsoft Excel including formulas, pivot tables, graphs, charts, etc.

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Each BrightStar Care franchise office is independently owned and operated and is an equal opportunity employer. Services may vary by location in compliance with state licensing requirements.