VP, Franchise Support Center

The Vice President, Franchise Support Center sits at the intersection of Franchisee success and operational excellence. This leader shapes how hundreds of Franchise offices across the U.S. and Canada experience support by turning every interaction into an opportunity to build confidence, solve problems, and strengthen the brand.

The Franchise Support Center is a specialized, knowledge-based support organization that serves as a critical extension of the Franchisee experience. Team members provide advanced guidance, issue resolution, and operational expertise across multiple business disciplines, requiring deep subject matter knowledge, sound judgment, and the ability to resolve complex, non-routine challenges.

We’re looking for a strategic operator with a servant-leader mindset, someone who can set a clear vision for the Support Center, elevate the leaders who run it, and create an environment where high performance and personal growth reinforce each other. This role demands equal parts business acumen, people leadership, and genuine care for the Franchisees and team members who rely on the Center every day.

Express Employment International believes in the value of in-person collaboration to support teamwork, creativity and connection. Employees in this position are expected to work a four (4) day in-office schedule, with the flexibility to work remotely one (1) day each week, based on business and department needs.

RESPONSIBILITIES

Strategy & Performance Ownership

• Define and execute the multi-year strategy for the Support Center aligned with company and Franchisee success goals
• Own all primary performance outcomes including Franchisee satisfaction, first-contact resolution, service levels, quality, cost per interaction, employee engagement, and attrition
• Establish clear goals, metrics, and accountability systems for the entire Support Center organization

Leadership & Talent Development

• Lead, coach, and develop the Management team; ensure strong succession planning and leadership bench strength
• Create an environment rooted in integrity, serving others first, self-respect, and continuous personal and professional growth and franchisee first mentality
• Oversee the design and execution of Individual Development Plans for managers and key contributors; foster a culture of learning and challenge
• Drive hiring, performance management, and talent decisions across the Support Center in partnership with HR

Operational Excellence

• Ensure the Support Center delivers consistent, high-quality support to Franchise offices and Headquarters departments
• Ensure appropriate escalation and decision-making frameworks exist for high-impact or highly complex Franchisee issues.
• Oversee workforce management practices (scheduling, coverage for peak periods, holidays, special events, and geographic needs) at a strategic level while empowering managers to execute day-to-day
• Champion process improvement, knowledge management, and continuous training so the team remains current and effective

Cross-Functional Partnership & Franchisee Success

• Serve as a primary liaison between the Support Center and Franchisees, translating Franchisee needs into operational improvements
• Partner closely with Operations, Finance, Legal, Marketing, IT, and other HQ functions to remove barriers and improve the overall Franchisee experience
• Represent the Support Center in leadership forums and contribute to broader organizational initiatives

Financial & Risk Stewardship

• Own the Support Center budget / cost center; drive efficiency while protecting service quality
• Ensure compliance with company policies, employment practices, and relevant regulations
• Guide the investigation and resolution of complex policy, payroll, or procedural issues

EDUCATION & EXPERIENCE QUALIFICATIONS

• Bachelor’s degree required; advanced degree preferred
• 12+ years of progressive leadership experience in contact center, customer support, franchise support operations or centralized customer care
• Minimum of 5 years leading managers or multi-level teams
• Proven track record of owning performance outcomes (service levels, quality, efficiency, cost, and employee engagement) and driving measurable improvement
• Experience supporting a franchised or multi-unit business model strongly preferred
• Experience leading Tier 2/Tier 3 support, shared services, franchise support, business operations support, or other knowledge-based service organizations preferred.
• Background in process improvement, knowledge management, or technology enablement within a contact center environment
• Prior budget/cost-center ownership experience

KNOWLEDGE, SKILLS, OR ABILITIES

• Ability to set strategy and translate it into clear operational goals, metrics, and accountability systems
• Strong people leadership skills with a demonstrated ability to develop managers, build leadership bench strength, and create a culture of integrity, service-first mindset, and continuous growth
• Solid financial and operational acumen, including budget management and data-driven decision making
• Excellent judgment and the confidence to exercise appropriate authority on complex, escalated, or ambiguous issues
• Outstanding written and verbal communication skills, with the ability to influence and partner effectively across Franchisees, senior leaders, and Headquarters departments
• Knowledge of workforce management practices, performance management systems, training design, and talent development
• Ability to balance strategic thinking with operational discipline and strong service orientation

Not sure you meet every requirement? Apply anyway!

At Express, we celebrate what makes you, you. We value diverse backgrounds, perspectives, and talents—because we know that’s what makes us stronger together. If you're excited about the role, we’re excited to hear from you.

Express Employment International supports Express Employment Professionals franchises and related brands. The Express franchise brand is an industry-leading, international staffing company with more than 870 franchise locations in the U.S., Canada, South Africa, Australia, and New Zealand.

Headquartered in Oklahoma City, our corporate team is committed to empowering franchisees by providing world-class support, training, and strategic guidance through a unified global network.

Our mission is to professionally market and provide quality human resource solutions through an international franchising network—benefiting our associates, clients, franchisees, corporate staff, shareholders, and the communities we serve.

Our vision is simple yet powerful: To help as many people as possible find good jobs by helping as many clients as possible find good people.