Operations Manager - Support Center

About the role

The Support Center Operations Manager is responsible for the day-to-day operational effectiveness of the Support Center, including team staffing, onboarding, performance management, franchisee support, and continuous process improvement. This role partners closely with the Support Center Director (SCD) to ensure the team consistently delivers high-quality service, meets operational KPIs, and supports franchisee satisfaction and engagement.

Responsibilities

• Team Hiring & Onboarding: Lead the hiring and onboarding process for all Support Center team members, including Inbound, Accounts Receivable (AR), and Quality Control (QC). Maintain and continuously improve Support Center Representative training materials and resources within FUSE.
• Performance Management: Conduct monthly check-ins and biannual performance reviews for Direct Reports (DRs), holding team members accountable to established KPIs, performance expectations, and job requirements. Provide ongoing coaching, development, and corrective action when appropriate.
• Franchisee Education & Support: Educate franchisees on Support Center SOPs and processes, manage franchisee expectations and preference requests in a solution orientated way, monitor the Support Center Feedback inbox, and escalate issues to the SCD when appropriate.
• Operational Excellence: Monitor Support Center performance and identify opportunities to improve efficiency, quality, consistency, and the overall franchisee experience.
• Strategic Partnership: Collaborate with the SCD to evolve and improve Support Center operations, develop new services and SOPs, maintain key partner relationships, and drive franchisee engagement, adoption, and satisfaction.

Requirements

• High School Diploma, or GED equivalent
• 3+ years of management or supervisory experience
• Experience working in a fast-paced environment
• Call Center Experience is a plus
• Physical Requirements: Prolonged periods sitting at a desk and working on a computer. Ability to communicate orally. Hearing and vision within normal ranges with or without an assisted hearing device. No heavy lifting is expected, though occasional exertion of up to 25 lbs. of force may be required. The position is full-time in-person/on-site. The job is primarily performed indoors in a traditional office setting. Extended periods of sitting and extensive work at a computer and phone are normal.

Benefits

• Free food & snacks
• Wellness resources
• 401(k) matching
• Bonus based on performance
• Flexible schedule
• Paid holidays, sick leave, and vacation days
• Health Reimbursement Account with monthly company contributions
• Monthly performance-based bonuses, in addition to base pay
• Paid parking at our downtown location
• Paid lunch breaks
• Advancement opportunities & internal growth
• Welcoming, open-minded, and low stress office environment
• Consistent customers that are happy with our services and book with us often