Franchise Training Program Manager

Zaxby's; Atlanta (GA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K with Company Match

Meal Discount

Parental Leave

Education Assistance

PTO & Holidays

Job summary

Zaxby's Franchising LLC is seeking a Franchise Training Program Manager to lead the design, delivery, and continuous improvement of franchisee training programs across the network. You will oversee LMS-based analytics, manage multi-site training facilities, and coach OTMs to ensure readiness and certification.

You'll partner with Franchise Operations, Development, and Field Leaders to align training with restaurant operations, menu updates, and business priorities while maintaining accurate

Qualifications

• Strong program management, relationship management, data analysis, and accountability skills.
• Experience with LMS reporting and analytics to monitor learner progress.
• Experience in training, L&D, or franchise operations within hospitality/restaurant settings.
• Knowledge of restaurant management roles and operational practices.

Responsibilities

• Franchisee and Trainee Training Management – oversee initial training experiences, curricula, milestones, and certification.
• Manage network of certified training facilities, audits, and performance reviews.
• Evaluate franchisee readiness for Franchisee Manager Training Program and support OTMs.
• Use LMS reporting to identify gaps and coach areas needing improvement.
• Maintain training records and ensure consistent program quality across locations.

Education

Bachelor’s degree in HR / Organizational Development / Business / Hospitality / Education

Tools

LMS

Job description

As we continue to grow, our strategies have set us up for success to be the top offering in Chicken Fingerz, Boneless Wings, and Zalads. We’d love to have you as part of our team!Benefits IncludeMedical, Dental, and Vision InsuranceCompany-Paid Disability, Critical Illness, and Basic Life Insurance401K with Company Match50% Off Meal Discount at Company-Owned LocationsParental LeaveChild Care AssistanceEducation Assistance ProgramPTO and 9 Company Holidays + 2 Floating HolidaysDEFINITIONThe Franchise Training Program Manager is responsible for the successful execution, consistency, quality, and continuous improvement of the company’s franchisee training programs. This role oversees the initial training experience for new franchisees and their management teams, manages the network of certified training facilities, monitors individual trainee progress, and continuously improves manager training programs to ensure franchise management teams meet established training milestones and readiness requirements.The Franchise Training Program Manager also manages the company’s Franchisee Manager Training Program, which enables qualified franchisees to train and certify their own restaurant management teams. This includes evaluating franchisee readiness to participate in the program, onboarding and supporting designated Organization Training Managers (OTMs), delivering OTM certification training at the Support Center, and monitoring program performance through Learning Management System (LMS) reporting.This role serves as a key connection point between franchisees, trainees, certified training facilities, OTMs, Field Operations, and Learning & Development. The position requires strong program management, relationship management, data analysis, and accountability skills, as well as the ability to use LMS reporting to identify training progress, gaps, and opportunities for coaching and intervention.The ideal candidate combines knowledge of restaurant operations, instructional design, and adult learning with strong organizational skills and the ability to influence and hold stakeholders accountable across a geographically dispersed franchise network.ESSENTIAL JOB FUNCTIONSEssential duties may include but are not limited to the following:Franchisee and Trainee Training Management – 50%Manage the initial training experience for new franchisees and their management teams, including training curriculum, training plans, tools, schedules, assignments, milestones, assessments, and certification requirements for each manager role.Serve as the primary training point of contact for trainees, maintaining regular communication with trainees and training facility managers to monitor progress and address barriers.Monitor trainee progress against established Manager Training Program criteria and proactively identify and escalate trainees who are at risk of falling behind.Partner with franchisees, Operations, and training facility leaders to resolve training issues and ensure trainees successfully complete program requirements on time.Lead the design and ongoing maintenance of training plans for non-traditional restaurants, tailoring them to each venue’s menu and dayparts, layout, equipment, staffing, hours, service channels, technology, and partner requirements.Certified Training Facility Management – 25%Manage the network of certified training facilities, including identifying, evaluating, onboarding, certifying, and supporting new facilities.Conduct periodic audits and performance reviews to ensure facilities consistently meet training standards, program requirements, and quality expectations.Monitor facility performance, trainee outcomes, capacity, and compliance; develop action plans and provide coaching when standards are not met.Partner with Franchise Development, Operations and field leadership to ensure appropriate training capacity and consistent execution across the franchise network.Franchisee Managed Training Program – 10%Evaluate franchisee readiness to participate in the Franchisee Manager Training Program and partner with Field Operations to ensure program requirements are met.Facilitate the OTM certification program at the Support Center, preparing designated franchisee training leaders to effectively train and certify restaurant management teams.Provide ongoing coaching and support to OTMs and monitor program participation, trainee progress, and compliance.Use LMS reporting and program data to identify training gaps, performance issues, and opportunities for intervention or additional support.LMS and Program Analytics – 5%Leverage the LMS to monitor trainee progress, completion, certification status, and compliance across training facilities and franchisee-managed programs.Build, run, and interpret standard and ad hoc LMS reports to identify overdue training, milestone gaps, stalled learners, and other performance trends.Translate training data into actionable insights for franchisees, OTMs, training facility managers, Operations, and L&D leadership.Maintain accurate training records and partner with LMS administrators to address reporting or system issues and improve program visibility.Program Quality and Continuous Improvement – 5%Ensure consistent execution of franchise training programs through standardized processes, training requirements, audits, documentation, and performance expectations.Monitor key program metrics, including completion rates, time-to-completion, milestone attainment, assessment results, facility performance, OTM performance, and training exceptions.Update all programs and materials when procedures, systems, equipment, menu items, food safety requirements, or business priorities change.Gather feedback from trainees, franchisees, OTMs, training facility managers, and field leaders to identify opportunities to improve the training experience and program effectiveness.Identify and implement best practices, process improvements, and tools that strengthen management readiness and operational execution.Cross-Functional Partnership – 5%Partner closely with Franchise Operations, Franchise Development, Learning & Development, and field leadership to align franchisee training with operational and business needs.Communicate trainee, training facility, OTM, and program performance, risks, and exceptions to appropriate stakeholders.Build strong relationships with franchisees and training partners while maintaining accountability to company training standards.Serve as a subject matter resource for franchise training requirements, readiness, certification, and program execution.KEY COMPETENCIESStrong project management, analytical, communication, and relationship-management skillsExperience managing training programs, multi-site initiatives, or field-based teamsExperience navigating an LMS and using reporting and data to monitor learner progress and program performanceAbility to coach, influence, and hold stakeholders accountable without direct authorityKnowledge of restaurant management roles and operational practicesExperience with train-the-trainer programs, certification programs, or adult learningExperience with LMS administration, reporting, dashboards, or learning analyticsEDUCATION AND EXPERIENCE GUIDELINESEducation: Bachelor’s degree in Human Resources, Organizational Development, Business, Hospitality, Education, or related field; OR equivalent combination of education and experienceExperience: 3–5+ years of experience in training, learning and development, restaurant operations, franchise operations, or a related field; QSR, restaurant, hospitality, retail, or franchise experience preferredPAY RANGE$85,000 - $110,000Zaxby’s Franchising LLC is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state, or local law.