Franchise Operations Manager

OPERATIONS MANAGER Relentless Brands HQ | Full-Time | On-Site THIS ROLE IS NOT FOR EVERYONE. HIGH URGENCY. HIGH DETAIL. HIGH OWNERSHIP. Role Operations Manager Company Relentless Brands (ISI® Elite Training, The Plunge House®) Location Headquarters — On-Site in Charlotte, NC Type Full-Time, Exempt Travel Limited, as needed ABOUT RELENTLESS BRANDS Relentless Brands is a multi-brand franchise holding company. Our portfolio includes ISI® Elite Training (60 open locations, 100 territories awarded, ~12,000 active members), The Plunge House® (contrast therapy and wellness), and Human Nutrition (performance nutrition DTC). We build systems that scale and hold franchise partners accountable to them. This role sits inside HQ and protects the operating system that keeps every brand running clean. THE ROLE The Operations Manager runs the HQ operating engine. You own system tickets, internal platforms, brand compliance, and learning and development. You are the person who keeps every tool, SOP, and standard sharp. When a franchise partner hits an issue, you route it. When a system breaks, you fix it. When a standard slips, you enforce it. You are a high-urgency, high-detail operator. You are paid to notice what others miss and move faster than anyone expects. NON-NEGOTIABLES: HIGH URGENCY. HIGH DETAIL. NO DROPPED BALLS. If you need to be asked twice, need a week to respond to a ticket, need someone to double-check your work, or think “I will get to it tomorrow” is acceptable, this is not your role. Stop reading here. We measure this job on response time, accuracy, and follow-through. Every ticket, every compliance check, every training rollout has a clock on it. Misses are visible. Wins compound. WHAT YOU WILL OWN Systems and Platform Administration Mindbody: Platform admin across all ISI and Plunge House locations. Setup, configuration, pricing integrity, reporting, user management, and issue resolution. CRM (GHL / Axle and related): Pipeline structure, automations, lead routing, user permissions, integrations, and system-wide audits. FranConnect: Franchise management system administration. Territory data, partner records, compliance workflows, document libraries, and reporting. Supporting stack: Klaviyo, Bitly, Slack, Monday.com, Google Workspace, and any new platform we roll out. You become the in-house expert, fast. Ticket and request management: Operate the HQ ticket queue. Triage, resolve, elevate, and close with documented root cause. Response SLAs are tracked. Brand Compliance Brand standards: Protect brand integrity across logos, signage, messaging, marketing assets, and facility standards at every franchise location. Operational compliance: Audit franchise partner adherence to programming, pricing, SOPs, hiring standards, and documented playbooks. Audits and reporting: Run scheduled and surprise audits. Produce findings with clear corrective action plans and deadlines. Escalate non-compliance. Documentation: Own the compliance library. Keep every SOP, policy, and standard current, versioned, and accessible. Learning and Development Training systems: Own the LMS. Build, deploy, and maintain training paths for franchise partners, club managers, coaches, and wellness staff. Onboarding: Drive onboarding programs for new franchise partners and HQ hires. Certify completion. Hold people to the timeline. Content production: Partner with brand leaders to produce training content: videos, SOPs, guides, knowledge checks, and certifications. Performance: Track training completion, certification, and operator proficiency. Report gaps weekly. WHO YOU ARE High urgency: You respond in hours, not days. You chase closure. You hate open loops. High detail: You catch errors others miss. You proofread. You verify. You do not guess. Ownership: You do not wait for permission. You do not push responsibility up or sideways. Systems thinker: You see processes, not just tasks. You build repeatable workflows. Calm under pressure: Multi-brand, multi-location, multi-partner chaos does not rattle you. Direct communicator: You write clean emails and clean documentation. You say what you mean. Tech fluent: You learn new platforms fast. You are not afraid of admin consoles, automations, APIs, or data exports. QUALIFICATIONS Required 3 years in operations, systems administration, franchise operations, compliance, or a closely related role. Demonstrated ownership of at least one business-critical platform (CRM, LMS, scheduling, franchise management, or equivalent). Proven track record of managing ticket queues, SLAs, or operational workflows at scale. Strong writing and documentation skills. You can build an SOP from scratch. Ability to work on-site at HQ, full-time. Strong Plus Multi-unit franchise, fitness, wellness, or boutique studio industry experience. Direct experience with Mindbody, GoHighLevel, FranConnect, or similar platforms. Experience building and running an LMS or training program. Compliance, audit, or quality assurance background. COMPENSATION AND BENEFITS Base salary 60-70k Health, dental, and vision benefits Paid time off ISI® Elite Training and The Plunge House® membership access Direct exposure to a high-growth, multi-brand franchise platform #J-18808-Ljbffr