Franchise Success Manager

Dwyer Franchising LLC; Irving (TX); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Equity

Bonus opportunities

Job summary

Neighborly USA Shared Services is seeking a seasoned Program Manager to own and evolve the new owner onboarding system across all Neighborly brands. This role will design a scalable, enterprise-wide framework and partner with executive leadership to drive consistency and efficiency in franchise onboarding.

You will define standards, milestones, and success metrics, while collaborating with Operations, Marketing, Technology, Training, and Support teams to deliver a cohesive onboarding experience.

Qualifications

• 5+ years of experience in program management, franchise operations, onboarding, or related field.
• Experience developing and monitoring KPIs, scorecards, dashboards, and executive level reporting.
• Experience partnering with senior leaders to drive strategic initiatives.

Responsibilities

• Own and evolve the enterprise onboarding system across all Neighborly brands.
• Design a scalable framework for new owner onboarding.
• Standardize onboarding processes while preserving brand nuances.
• Define onboarding standards, milestones, and success metrics.
• Collaborate across Operations, Marketing, Technology, Training, and Support.

Skills

Program management

Franchise operations

Onboarding

KPIs & dashboards

Stakeholder management

Education

Bachelor’s degree (Business / Training & Development / Organizational Development)

Tools

Excel

Data visualization tools

Job description

Are you looking for a place where you can bring your experience and make an impact? Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level. Bring your experience and be empowered to innovate.

• Serve as the enterprise owner of the new owner onboarding system, creating and evolving a standardized approach that drives consistency, efficiency, and franchise owner success across all Neighborly brands.
• Design, implement, and continuously enhance Neighborly’s new owner onboarding system, establishing a scalable, enterprise-wide framework that can be leveraged across all brands.
• Evaluate brand-specific onboarding processes that identify opportunities to standardize best practices while preserving necessary operational nuances.
• Establish and document onboarding standards, communication cadences, milestones, and success measures that drive consistency across the franchise network.
• Ensure a seamless and coordinate onboarding experience through cross-functional collaboration and stakeholder engagement.
• Serve as a trusted advisor and strategic thought partner to Brand Presidents and franchise leadership teams.
• Partner with brand stakeholders to develop, refine, and implement a standardized onboarding framework that balances enterprise consistency with brand-specific requirements.
• Lead cross-functional initiatives that improve franchise owner effectiveness while creating greater consistency and efficiency in communications, processes, and onboarding experiences across brands.
• Build alignment among Operations, Marketing, Technology, Training, and Support teams to ensure a cohesive and scalable onboarding model.
• Facilitate executive-level discussions regarding onboarding strategy, performance, risks and opportunities for continuous improvement.
• Define, track and report on key onboarding and franchise performance metrics.
• Develop dashboards and executive reporting that provide visibility into onboarding effectiveness, franchisee ramp-up progress, and business outcomes.

Required qualifications

• Experience: 5+ years of experience in program management, franchise operations, business operations, onboarding, consulting, or related field.
• Skills: Demonstrated success leading cross functional initiatives and influencing stakeholders across multiple business functions.
• Skills: Experience developing and monitoring KPIs, scorecards, dashboards, and executive level reporting.
• Skills: Proven ability to analyze business performance data and translate insights into operational improvements.
• Skills: Experience supporting franchise systems, multi-unit operations, or customer onboarding programs preferred.
• Skills: Experience partnering directly with senior leaders and executives to drive strategic initiatives.
• Skills: Project management certification or demonstrated program management expertise preferred.
• Education: Bachelor’s degree in Business, Training & Development, Organizational Development, or related field preferred.
• Schedule / in-office requirements: Hybrid working model; Monday-Wednesday in office, Thursday/Friday teleworking.
• Our office locations is: 500 E John Carpenter Fwy, Irving, TX
• Competitive Pay: Commensurate with experience
• Schedule: Full-time, Monday – Friday, 8 AM – 5 PM local time zone

Benefits

• Financial Benefits: Equity and bonus opportunities

Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.

Brand: Neighborly - USA Shared Services Neighborly is a local network of home service brands that will connect you to very specific vetted local experts. Our family of service professionals work with rigorous quality standards to repair, maintain, and enhance your home. Neighborly has been in operation since 1981. Since that time—when we started with just one brand—we’ve grown to a community of over 28 global consumer brands focused on repairing, maintaining and enhancing customers’ homes and properties. More than 40 years later, 5,500 franchise owners in six countries all over the globe now represent our service-based franchise company.

Neighborly’s Family of Home Service Brands: Neighborly Aire Serv Dryer Vent Wizard Five Star Painting Glass Doctor HouseMaster Molly Maid Mosquito Joe Mr. Appliance Mr. Electric Mr. Handyman Mr. Rooter Plumbing Portland Glass Precision Door Service Rainbow Restoration Real Property Management ShelfGenie The Grounds Guys Window Genie ProTect Painters