Manager, Franchise Tech Systems

The Manager, Franchise Tech Systems is responsible for leading the day-to-day support and operation of franchisee-facing business systems across a multi-brand environment, ensuring the effective and reliable use of appointment-based point-of-sale (POS) platforms (Mindbody, Booker) and related technology. This role functions as a player-coach, combining hands-on system ownership and escalation management with team leadership. The Manager serves as a subject matter expert in core platforms, owns resolution of complex and ambiguous issues, and drives improvements that reduce recurring support needs over time. In addition to leading the support team, this role is accountable for ensuring that system-related work — including pricing updates, configuration changes, and operational processes — is executed accurately, consistently, and at scale. This position requires strong judgment, deep system understanding, and the ability to operate independently in a fast-paced, highly interconnected environment. WellBiz Brands Benefits Flexible time off and holiday scheduleMedical, dental, vision, and life insuranceHealth Savings AccountFlexible Spending Account401K matchMonthly allowance for spend at WellBiz Brands, Inc. owned brandsCell Phone reimbursementFree Employee Assistance Plan Compensation Range $75,000.00 - $85,000.00/annually. Offers to select candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience. Salary ranges reflect Colorado disclosure requirements. Compensation may vary by geographic location for candidates working outside Colorado. Position Responsibilities Team Leadership & People Management Lead, coach, and develop a team of Specialists supporting franchise tech systemsManage onboarding and performance management for direct reportsSet clear expectations for quality, ownership, and accountability across the teamEnsure effective coverage and workload distribution across support and project workFoster a culture of ownership, curiosity, and continuous improvement Franchise Systems Support, Execution & Escalation Management Own end-to-end support operations for appointment-based POS platforms (Mindbody, Booker) and related systemsServe as the primary escalation point for complex or high-sensitivity issues, driving resolution across internal teams and external vendorsEnsure accurate and timely execution of system-related work, including pricing updates, service configuration, promotions, and data changesOversee and ensure quality of NSO, transfer, and closure processes across all locationsEstablish and maintain standards for ticket handling, escalation, and resolution qualityIdentify recurring issues and drive root-cause resolution to reduce repeat support volume Systems Ownership & Process Improvement Develop and maintain deep expertise in core platforms, serving as a subject matter expert for the teamIdentify inefficiencies in workflows and assist in designing improvements to increase scalability and reduce manual effortPartner with leadership to define and maintain system standards and operational best practicesDrive improvements in how work is executed, documented, and shared across the teamIdentify opportunities for automation, tooling, or self-service solutions Vendor & Cross-Functional Partnership Manage day-to-day coordination with system vendors (Mindbody, Booker), ensuring timely issue resolutionEscalate and partner with leadership on higher-level vendor concerns or roadmap discussionsCollaborate with Operations, Marketing, Finance, and Brand teams to support system-related initiativesEnsure alignment between system execution and business needs Process, Documentation & Training Ensure documentation is created, maintained, and usable for both internal teams and franchiseesSupport development of training materials and enablement resourcesReinforce consistent processes that allow work to be completed without dependency on individual team members Other duties and projects as assigned by supervisor and department heads. Essential Skills, Experience, and Qualifications 5+ years of experience supporting business systems, preferably in a franchise or multi-unit environmentExperience with appointment-based POS platforms (Mindbody and/or Booker) strongly preferredExperience leading or mentoring others; prior people management experience preferredDemonstrated ability to own complex systems and resolve ambiguous issues independentlyStrong troubleshooting skills and ability to diagnose root causes across systems and processesProven ability to improve workflows and reduce operational inefficienciesStrong judgment and ability to balance competing priorities in a fast-paced environmentExcellent communication and stakeholder management skillsStrong attention to detail, project management, and multi-workstream prioritization skillsExpert-level proficiency in Microsoft Office Suite and Google WorkspaceAbility to work occasional evenings and/or weekends to support franchise business hours across multiple time zones This role will remain opened until filled WellBiz Brands, LLC. is the franchisor of five health and wellness brands Drybar®, Elements Massage®, Amazing Lash Studio®, Radiant WaxingTM, and Fitness Together®. Headquartered in Denver, Colorado, WellBiz Brands has over 700 combined U.S. franchised locations across the five brands. Through the WellBiz Brands support staff, the brands strive to uphold these core values integrity, accountability, service-mindedness, decisiveness/bias to action, curiosity, and resilience. These core values embody everything important for each brand - from franchise owners to clients - to lead healthy, balanced lives. At WellBiz Brands, we value, promote, and celebrate diversity, equality, and inclusivity. We believe that a diverse mix of talented people sparks creativity, fosters innovation, and drives results, and a broad understanding of diversity in all ways. All five brands offer unique franchise opportunities for entrepreneurs from all walks of life and various investment levels, with a new focus on recurring revenue models. For more information about WellBiz Brands and its franchise opportunities, visit WellBizBrands.com.