Franchise Operations Manager

Description

SUMMARY The Franchising Operations Manager reports directly to the Vice President of Franchising and is responsible for overseeing the operational performance, compliance integrity, and systems implementation across all franchise locations. This role serves as the primary operational liaison between the franchisor and franchisees, ensuring that each franchise operates in alignment with G.L.O.M Global Franchising's mission, CARF standards, state regulatory requirements, and the Franchise Disclosure Document (FDD), Management Services Agreement (MSA), and Operations Manual.

The Franchising Operations Manager ensures operational consistency, scalability, fiscal responsibility, and clinical excellence while supporting franchisees in building sustainable, high-performing treatment programs. This position plays a critical role in protecting the integrity of the G.L.O.M. brand while ensuring that each franchise operates with clinical excellence, regulatory compliance, fiscal responsibility, and mission-driven impact.

DUTIES AND RESPONSIBILITIES

· Understands the organization’s franchising strategic vision and translates it into executable operational plans across franchise territories.

· Oversees day-to-day franchise operational compliance with the Operations Manual, SOPs, and brand standards.

· Ensure franchisees maintain regulatory compliance, including licensure, Medicaid/MCO requirements, CARF accreditation standards, and state-specific rules.

· Provides leadership, coaching, and operational training to franchise owners, executive directors, and program managers.

· Develops and maintains franchising policies and procedures that promote standardization and quality assurance across locations.

· Monitors franchise performance metrics, including census, revenue integrity, documentation compliance, staffing ratios, and risk management indicators.

· Ensures appropriate implementation of the continuum of care model consistent with clinical best practices and funding requirements.

· Assumes ownership of operational crises within franchise locations and collaborates with franchise leadership to resolve issues through corrective action planning.

· Supports franchisees in CARF accreditation readiness, survey preparation, quality improvement planning (QIP), and ongoing compliance monitoring.

· Ensures facility certifications and regulatory clearances (fire, safety, inspections, insurance, etc.) remain current.

· Coordinates audits, site visits (virtual and in-person), and operational assessments to ensure adherence to franchisor standards.

· Implement new operational initiatives, system upgrades, and compliance tools across franchise locations.

· Works collaboratively with HR, Clinical, Finance, IT, and Compliance departments to ensure franchisee alignment and support.

· Provides regular operational reporting to the Vice President of Franchising, identifying risks, trends, and growth opportunities.

· Represents G.L.O.M. Franchising at external meetings, conferences, and regulatory engagements as needed.

Requirements

· Minimum of 5–7 years of experience in the Human Services or Behavioral Health field, with at least 3 years in an operational or multi-site leadership capacity.

· Prior experience in franchising, multi-unit management, healthcare operations, or behavioral health program oversight strongly preferred.

· Strong knowledge of state and federal behavioral health regulations, Medicaid documentation standards, and accreditation processes (CARF preferred).

· Demonstrated experience developing policies, procedures, and operational frameworks.

· Strong financial acumen, including understanding of reimbursement models and revenue cycle management.

· Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint) and electronic health record systems.

· Knowledge of participant confidentiality laws (HIPAA, 42 CFR Part 2) and professional ethical standards.

· CCL-approved criminal background clearance (if applicable).

· Valid driver’s license and ability to travel nationally as required.

· CPR/First Aid/BLS certification (or ability to obtain).

· Authorized to work in the United States.

· Highly organized, detail-oriented, and capable of operating in a fast-paced, growth-oriented environment.

· Self-motivated and able to function independently within an evolving franchising structure.