Franchise Operational Consultant (Midwest)

Job Description

Job Description

Operational Consultant (Midwest) Job Description

ABOUT THE COMPANY

Playa Bowls is New Jersey's Original Acai Shop, and our mission is to bring superfruit bowls to the masses using only the freshest, highest quality ingredients while providing a fantastic in-store brand experience. What began as a pair of blenders, a patio table, and a fridge has flourished into a 400+ unit operator and franchisor of the leading fast casual restaurant concept. Playa Bowls added 85 shops in 2025 and are on target to add 90+ new locations in 2026. Our continued rapid growth has created the opportunity for an individual who will help us with continuing to grow our brand!

WHAT WE OFFER

• Competitive Compensation: Playa Bowls offers competitive base compensation & incentive bonus plan, and eligibility to participate in our annual performance review program, a direct reward for driving success and growth!
• Comprehensive Benefits Package: Playa Bowls offers a robust benefits package, including Medical, Dental, Vision, Flexible Hybrid-Remote Work Environment, Domestic Partner Benefits, Spouse & Children Benefits, Health Savings Account (HSA), Flexible Spending Account (FSA), 401(k) with company match, Employer-Paid Life & AD&D Insurance and Short-Term Disability, Paid Time Off, Paid Holidays, Flight/hotels paid for, Mileage Reimbursement, Cell Phone Stipend, Company Credit Card provided and more!
• Advancement Opportunities: Our Playa Bowls training program will allow you to develop your skills and grow in your career!
• Vibrant Work Culture: We bring the energy every day with a dynamic, collaborative environment where positivity, teamwork, and fun are part of the experience—dancing, smiling, and good vibes encouraged!
• Playa Discounts: If an employee is working, they receive 50% off and one free bowl during their shift & if they're not working, they receive 30% off! Win-win!

GENERAL DESCRIPTION

• Location: Open within Playa Bowls’ national footprint near a major airport, with strong preference for metro-based candidates located in or near Detroit, Cleveland, or Columbus, including broader Michigan and Ohio markets.

WHO YOU ARE

The Operational Consultant is a vital member of the Franchise Operations team and reports directly to the Senior Vice President of Franchise Operations. This regionally based role covers the Midwest region. The Operational Consultant is responsible for supporting and overseeing a designated portfolio of new and existing franchisees and licensees, ensuring alignment with Playa Bowls’ brand standards and operational best practices. Acting as a Brand Ambassador, business liaison, coach, and mentor, this individual plays a key role in driving operational excellence across the franchise network. Key responsibilities include evaluating and enhancing operational processes to improve efficiency, profitability, and customer satisfaction. The Operational Consultant will deliver strategic business insights and ensure brand compliance through clear, timely communication and hands-on support. This role demands a deep understanding of business operations, strong analytical and problem-solving capabilities, and effective conflict resolution and time management skills. The ideal candidate will build and maintain meaningful relationships grounded in mutual trust, empathy, and respect while collaborating closely with franchise owners, leadership, and the Playa Bowls Support Team.

WHAT YOU’LL DO

Operational Analysis and Improvement

• Achieve/exceed the operations and business performance goals for your Franchisee portfolio as established by the Playa Bowls Executive Team and your Franchise Operations Director.
• Develop a plan to coach Franchisees, through regular check-ins and follow ups prioritizing & aligning areas of improvement with Franchisees to drive unit economics, sales, profitability, and shop/network growth, while delivering a safe and consistent brand experience.
• Conduct routine evaluations of current brand standards and operational process execution to identify inefficiencies, targeted areas of improvement and best practices influencing Franchisees to create and complete action plans to drive the business fostering improved overall unit level performance.
• Develop strategies & recommendations for efficient inventory & labor management.
• Routinely monitor Playa Bowls key performance indicators (KPIs) and Franchisee P&L’s to track progress, make necessary adjustments and prioritize Franchisee and shop team communication and visits.

Training and Development

• Partner with Ops Services and Learning & Development to create training materials and conduct training sessions for Franchisees and Management on best operational practices.
• Support new shop openings aligning with the Franchisee, Construction Manager and New Shop Opening team; monitor key milestones and hold the Franchisee accountable through completion ensuring they are set up for success meeting all Playa Bowls brand specifications and standards.
• Provide support during all remodels and new store openings ensuring the Franchisee is set up to achieve their day 1, 7, 30, 60, 90 day and beyond post-opening/re-opening sales, profitability and guest satisfaction goals.
• Collaborate with Ops Services & Marketing to facilitate & lead all new product, system and procedure rollouts and implementations.

Customer Experience

• Evaluate customer feedback to identify areas for improvement in customer service and product quality and drive action plans to remedy and improve.
• Collaborate with Ops Services & Marketing providing solutions and best practices that enhance the Playa Bowls team and customer experience.

Brand Standards Compliance and Safety

• Ensure all Franchisees, management and team members are knowledgeable about health and safety regulations, food handling procedures, and customer service standards.
• Ensure compliance with local, state, and federal regulations, including health and safety codes.
• Execute the Playa Bowls consumer contact escalation process and crisis management process with care, due diligence and urgency to ensure all incidents are cured timely.
• Conduct routine Retail Food Safety & Sanitation Assessments ensuring compliance.

Business Planning & Communication

• Facilitate Annual Planning and Franchise Business Review process with Franchisees to assess performance based on previous goals and commitments, and to align on future goals and commitments.
• Facilitate communications between Franchisee and applicable cross-functional partners based on Franchisee’s individual goals and opportunities in pursuit of a safe and consistent brand experience, same-store growth, and preparations for unit growth.
• Participate and work “as needed” with the Ops Services & Field Marketing Team on updates for operations initiatives and new marketing product and promotion shop team readiness and rollouts.
• Monitor and support the execution of local, market and regional marketing plans ensuring shop readiness, brand compliance and consistent execution.
• Provide written communication to Franchisees / Licensees, in a timely manner regarding visits and evaluations.

Administration

• Complete annual business forecasting and budgets for area of responsibility.
• Ensure the effective use of G&A expenses within parameters set by Director.
• Complete all responsible administrative functions and requirements of the position in a timely manner including but not limited to Franchisee visit documentation within 24 hours, mileage reimbursement, expense report completion, timely travel planning securing the most competitive rates etc.

WHAT YOU’LL BRING

• Bachelor’s degree or equivalent work experience required
• 3-5 years’ relevant experience; previous experience in a multi-unit business environment
• Franchise/License operations experience preferred
• Proficient in Google Suite, FranConnect (Franchise Management Software), and Microsoft Office for collaboration and communication
• Ability to build strong working relationships with Franchisees and community partnerships
• Demonstrated ability and experience to consult with and influence Franchisees/ Licensees.
• Advanced knowledge of consultative approaches and experience guiding leaders to make solid business decisions
• Strong business acumen skills with the ability to plan and set clear priorities to achieve business objectives
• Ability to work independently and adapt to changing environments
• Excellent communication skills; both written and oral, as well as listening skills
• Ability to multi-task, have strong organization skills, and be detail oriented
• Proven ability to manage conflict and change management
• Personality traits include passion for our business and brands, strong follow up, empathy, and commitment

WORK CONDITIONS

• Travel up to 75% as needed or required for restaurant visitation, scheduled meetings, or company functions, otherwise work is completed in a home office setting
• Must be available to work weekends
• Must be 21 years of age to comply with state age travel requirements

MISSION

Inspire and support our communities one bowl at a time.

VALUES

Real Deal. Playa Passion. Powerhouse. Big Wave Chaser. Dawn Patrol

“Playa Bowls is an equal opportunity employer and all aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.”