Director of Operations (Charlotte)

About Relentless Brands

Relentless Brands is a multi-brand franchise holding company headquartered in Charlotte, NC. Our portfolio includes ISI® Elite Training, a strength and conditioning franchise with 60+ open locations and 100+ territories awarded nationwide, and The Plunge House, a fast-growing contrast therapy and wellness franchise expanding nationally. Operations is the heartbeat of this company. The Director of Field Support is the leader of that heartbeat.

WHAT THIS ROLE ACTUALLY IS

The Director of Field Support owns the operational health, field performance, and franchisee validation of our entire system. You are the connective tissue between HQ and the franchise partner, between strategy and execution, between what we expect and what actually happens on the ground.

You will directly support approximately 15 active franchise locations across both brands while leading a team that includes the Head of Programming, a Franchise Business Coach, and Compliance. You are not a middleman. You are a detail-oriented, high-urgency, deeply curious operator who gets in the trenches with franchise partners, makes fast decisions grounded in data, coaches with precision and care, and drives measurable improvement across your entire portfolio.

You ask better questions than most people have answers to. You notice what others walk past. You are never satisfied with good enough when better is available. And you move with urgency because you understand that every week a franchise partner is underperforming is a week of lost revenue, lost confidence, and lost validation for the brand.

The growth path from this seat is Director of Operations. We are looking for someone who earns it.

WHAT WE HAVE LEARNED ABOUT THIS ROLE

People who thrived here:

• Owned the unit economics of every location in their portfolio like a personal investment
• Were insatiably curious about how to do things better and never stopped asking
• Coached with precision and specificity, not generic best practices
• Made fast, confident decisions with available data and moved without waiting for certainty
• Showed up in person when it mattered most and did not need to be asked
• Were obsessed with the details that others walked past
• Communicated proactively and managed up with honesty and structure
• Deployed AI and technology to scale their impact across the portfolio
• Lived the health and wellness product with genuine personal conviction

People who did not:

• Managed relationships without managing performance
• Accepted surface-level answers and moved on
• Gave the same generic feedback to every franchise partner
• Moved slowly when data was telling them to move now
• Coached from a distance and called it field support
• Missed what was breaking underneath because they managed at the surface

WHAT YOU WILL OWN

FRANCHISE PARTNER PERFORMANCE AND FIELD SUPPORT

• Own the unit economics of approximately 15 active franchise locations: revenue, membership trends, retention, cost structure, and operational compliance tracked with precision across every location in your portfolio
• Develop individualized performance plans for underperforming locations with specific benchmarks, clear timelines, and documented accountability at every step
• Coach franchise partners with specificity and care: targeted, data-backed interventions calibrated to each operator's situation and capability, not one-size-fits-all guidance
• Show up in person when it matters. Presale launches, grand openings, performance crises, and pivotal coaching moments require physical presence and you do not need to be asked to know that.
• Stay relentlessly curious about each location: what is working, why it is working, what is not, and what the fastest path to improvement looks like
• Identify systemic issues early, surface them with context, and bring a proposed resolution when you escalate

PRESALE EXECUTION AND NEW LOCATION LAUNCHES

• Personally support presale campaigns driving toward founding member charge goals of 200+ for ISI® Elite Training and 250+ for The Plunge House
• Build and execute presale strategy from campaign launch through grand opening in coordination with franchise development, marketing, and the franchise partner
• Deploy field presence during critical presale windows when the difference between hitting and missing the number is boots on the ground
• Conduct structured post-launch reviews and create a clear transition plan from opening mode to sustainable operational health

TEAM LEADERSHIP AND COACHING

• Lead, develop, and protect your direct reports: Head of Programming, Franchise Business Coach, and Compliance. Their growth is your responsibility.
• Coach your team with the same precision you bring to franchise partners: specific feedback, clear expectations, and consistent development conversations
• Build a team culture obsessed with getting better. Reward curiosity, reward detail, and set a pace that pushes everyone to operate at their ceiling.
• Manage up to the Co-Founders with proactive, structured, and honest reporting on team performance, portfolio health, and emerging risks
• Shield your team from organizational noise while holding them to the highest standards of execution

LEARNING, DEVELOPMENT, AND CURRICULUM OWNERSHIP

• Own the LMS platform and all training curriculum across franchise partners, facility managers, coaches, and field-facing roles across both brands
• Audit what exists with genuine curiosity, ask hard questions about what is actually working, and lead a continuous improvement cycle that evolves the content with the brands
• Integrate AI tools into the learning infrastructure in ways that meaningfully scale training quality and consistency
• Hold the training function to an outcome standard, not a completion standard. The measure is whether franchise partners perform better after training, not whether they finished a module.

DATA, REPORTING, AND DECISION-MAKING

• Maintain a real-time, detailed view of performance data across your entire portfolio: membership, revenue, retention, NPS, and operational compliance
• Use data as the primary input for every coaching conversation, intervention decision, and resource allocation choice
• Move with urgency when data signals a problem. A week of inaction on a declining location is a week of compounding damage.
• Report weekly to the Co-Founders with a structured summary of portfolio health, active interventions, and forward-looking priorities. No surprises buried in the footnotes.

SYSTEM ROLLOUTS AND CROSS-FUNCTIONAL COLLABORATION

• Lead field execution for all new system rollouts and program launches with the attention to detail required to actually land them at the location level
• Serve as the voice of the field in executive-level conversations with specificity, not generalities
• Own the Compliance function proactively: standards are maintained before there is a problem, not after

WHO WE ARE LOOKING FOR

You have 7 or more years in franchise operations, field leadership, multi-unit management, or learning and development. You have been in the field, coached operators, and driven measurable unit-level performance improvement with data. Franchise experience is strongly preferred. We will consider a proven multi-unit operator from the fitness or wellness space with direct experience working within or closely alongside a franchise system.

You are detail-oriented at a level that is genuinely rare. You notice what others walk past and you catch what others miss, consistently. You are insatiably curious about how to do things better and you never stop asking that question. You coach with precision and you adapt to each franchise partner rather than defaulting to a script. You move with high urgency because you understand that slow response to a performance problem is itself a performance problem. You make decisive calls with available information and you do not freeze waiting for certainty. You are data-obsessed. You care deeply about franchise partners and they feel it. You live the health and wellness lifestyle the brands represent. You manage up proactively and the Co-Founders never hear about a problem from someone else first.

THIS ROLE IS NOT FOR YOU IF:

• You manage relationships without managing performance
• You give the same coaching to every franchise partner regardless of their situation
• You are satisfied when something is working and stop asking how to make it better
• You move slowly when data is telling you to move now
• You are not personally invested in health, fitness, or wellness as a lifestyle
• You surface problems late and without proposed solutions
• You are not in Charlotte, NC or cannot commit to full-time on-site with 15% field travel

COMPENSATION AND BENEFITS

• Base salary disclosed in screening questions
• Full health insurance
• Competitive PTO
• Travel budget for field visits, presale launches, and brand events
• Direct growth path to Director of Operations, Relentless Brands

HOW TO APPLY <]]> <