Operations Lead

Position Summary

The Franchise Success Lead is responsible for overseeing, managing, and supporting all franchise partners within the companys EdTech network. This role is multi-functional and requires strong leadership, operational expertise, sales capability, and strategic thinking. The ideal candidate will work closely with management, drive franchise success, support revenue growth, create and implement new processes, and contribute directly to the companys expansion.

This position is suited for a highly motivated individual who thrives in a dynamic startup environment, is committed to organizational goals, and is capable of taking ownership across multiple functional areas beyond coordination alone.

Key Responsibilities:

Franchise Operations & Relationship Management

• Act as the primary point of contact for all franchise partners, overseeing daily operations, account matters, refunds, escalations, and support needs.
• Ensure adherence to operational standards, company policies, and brand requirements across all franchise locations.
• Build strong, professional relationships with franchise owners to maintain alignment with business goals.

Sales & Revenue Enablement

• Collaborate actively with the sales team and management to support franchise-related sales targets.
• Assist franchise partners in lead generation, conversion strategies, and revenue improvement.
• Participate in sales planning, performance reviews, and execution of sales initiatives across franchise locations.

Process Creation, Innovation & Implementation

• Develop new operational processes and workflows to strengthen franchise efficiency and service quality.
• Propose and implement new ideas that improve franchise operations, sales performance, and partner experience.
• Continuously evaluate existing systems to identify gaps and introduce improvements.

Strategic Planning & Performance Monitoring

• Analyze franchise performance using key metrics, prepare reports, and provide actionable insights.
• Work closely with management to align franchise operations with strategic business goals.
• Implement management directives effectively across the entire franchise network.

Issue Resolution & Communication

• Address and resolve all franchise grievances, operational conflicts, and customer escalations professionally.
• Maintain transparent, timely communication between franchise partners and internal departments.
• Uphold and enforce company decisions across franchise operations.

Team Coordination & Training

• Coordinate with cross-functional teams (Sales, Finance, Product, Support, Marketing) to ensure end-to-end assistance for franchises.
• Conduct onboarding programs, training sessions, and capability-building workshops for franchise partners.
• Guide internal team members involved in franchise support activities.

Organizational Culture & Compliance

• Promote a professional, ethics-driven, no-politics work culture within the franchise network.
• Foster transparency, integrity, and trust in all professional engagements.
• Demonstrate commitment to company growth, values, and long-term visionespecially within a startup environment.

Qualifications & Requirements

• Bachelors degree or higher in Business, Management, Education, or related fields.
• 3 - 6 years of experience in franchise management, EdTech, sales operations, or business development roles.
• Strong communication, relationship management, and leadership skills.
• Proven experience in sales support, new process implementation, and operational management.
• Ability to work under pressure, multitask effectively, and handle multiple stakeholders
• High level of professionalism, ownership, and alignment with organizational direction.
• Thrives in a startup environment with a strong drive for innovation and growth.

Preferred Competencies

• Prior experience in EdTech franchise or multi-center operations.
• Strong problem-solving skills and a proactive approach.
• Ability to contribute ideas and execute them independently.
• Commitment to organizational growth and long-term sustainability.

Why Join Us

• Play a key leadership role in expanding and strengthening a growing EdTech brand.
• Work directly with top management and contribute to decision-making.
• Growth-driven environment with significant learning and career development opportunities.
• Opportunity to take ownership and make a real impact in a startup ecosystem.