Franchise Operations Specialist

Job Summary With more than 350 locations nationwide, Urban Air Adventure Parks is an iconic, industry-leading brand entering its next phase of accelerated growth. The Franchise Operations Specialist is a newly created role at the center of that momentum—serving as the operational backbone of the Operations team and a critical connector between the VP of Operations, Franchise Business Coaches (FBC), and the broader park system. This elevated administrative and strategic support role owns the logistics, communication, project management, and documentation infrastructure that enables the Operations team to function at its highest level. The Franchise Operations Specialist is the primary point of contact for park-level operational inquiries outside of FBC coaching relationships—ensuring franchisees and park operators receive timely, accurate, and consistent support. This person must be a self-starter who thrives in fast-paced environments, anticipates needs before they arise, and brings a sharp, curious mind to every challenge. This is a primarily in-office role with a WFH Friday schedule. This is a new addition to a team that moves quickly and provides a high level of strategic support for our franchise locations. Responsibilities Serves as the primary non-coaching point of contact for franchise parks and park operators, managing general operational inquiries, routing communications, and ensuring issues are resolved or escalated with urgency and accuracy. Owns scheduling and calendar management for the Operations team, including meetings, events, calls, and travel logistics - proactively identifying conflicts and optimizing time. Produces and facilitates operations calls and team meetings, including agenda preparation, material coordination, note-taking, action item tracking, and follow-through. Manages incoming and outgoing communications on behalf of the Operations team, ensuring timely, professional, and consistent messaging across parks, FBCs, and cross-functional partners. Leads documentation and management, including creating, organizing, and maintaining operational playbooks, SOPs, project trackers, and reporting frameworks used by the Operations leadership team. Produces reporting and analysis to support operational decision-making, synthesizing data into clear, actionable insights. Supports special projects and innovation initiatives across the Operations function, taking ideas from concept to execution and collaborating with cross-functional teams to deliver measurable outcomes. Coordinates and supports the planning and execution of operations events, trainings, conferences, and franchisee-facing programming, including logistics, communications, and on-site preparation as needed. Maintains a working knowledge of key operations platforms and tools, acting as a resource for the team on system navigation, data access, and process consistency across Zendesk, Salesforce, Smartsheet, Command Center, Wingman, Optim8, ActionCard, KEAP, Wisetail, CRM, and Microsoft Suite. Identifies opportunities to improve operational processes and team effectiveness, bringing forward recommendations that are well-researched, practical, and ready to implement. Handles confidential information with discretion and represents the Operations team with professionalism and integrity in all interactions, written and verbal. Supports additional projects and tasks as needed. Skills & Qualifications Bachelor’s degree in Business, Communications, Operations, or a related field, or equivalent professional experience. 3–5 years of professional experience in operations support, project coordination, executive administration, or a related field; experience in franchise, multi-unit, or hospitality environments preferred. Exceptional organizational skills with a demonstrated ability to manage multiple priorities simultaneously, meet deadlines, and follow through without being reminded. Strong written and verbal communication skills; able to represent the Operations team with professionalism across all channels and audiences, from park operators to senior leadership. High proficiency in Microsoft Suite (Word, Excel, PowerPoint, Outlook, Teams) and comfort learning new platforms quickly; experience with Salesforce, Smartsheet, or similar operations tools strongly preferred. Analytical thinker with strong critical problem-solving skills; able to gather information, identify patterns, synthesize data, and present findings in a clear, actionable format. High emotional intelligence with the ability to navigate complex relationships, read the room, de-escalate tension, and build trust with a diverse network of franchisees, field leaders, and internal stakeholders. Proactive, self-directed, and intellectually curious—someone who asks questions, seeks to understand the “why,” and doesn’t wait to be told what to do next. A true hustler—driven, resourceful, and energized by fast-paced environments where priorities shift and no two days look the same. Perks Paid bi-weekly Company Paid Holidays Flexible Paid Time Off Paid Parental Leave Multiple health care insurance plans that cover medical, dental, prescription, vision, and employer HSA contributions Competitive 401(k) Program with employer matching contributions Daily dress code of “business casual” A positive work environment And much, much more Company Description Unleashed Brands was founded to curate and grow a portfolio of the most innovative and profitable brands that help kids learn, play and grow. Over the last 10 years, the team at Unleashed Brands has built a proven platform and know-how for scaling businesses focused on serving families. Its mission is to impact the lives of every kid by providing fun, engaging and inspiring experiences that help them become who they are destined to be. Unleashed Brands has more than 1,300 locations open and in development with plans to open more than 100+ new units annually over the next 5 years. For more information, please visit Unleashed Brands is headquartered in the Dallas/Fort Worth Metroplex. Commitment to Equal Opportunity Unleashed Brands is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. ADA Consistent with the Americans with Disabilities Act (ADA), Unleashed Brands will provide reasonable accommodation to participate in the job application or interview process when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. Unleashed Brands is proud to be an equal-opportunity employer. #J-18808-Ljbffr