Vice President, Operations – Multi-Unit Operation

About the role

As Vice President, Operations – Multi-Unit Operation, you are responsible and accountable for the end-to-end performance of all corporate-owned centers. In partnership with the COO, you will develop strategies, tactics, and talent plans to support excellence in execution, deliver business objectives, and create a competitive experience for both team members and guests. As the company scales rapidly through acquisitions, this role is responsible for building and maintaining the physical, systems, processes, and organizational infrastructure required to absorb growth without sacrificing operational excellence or consistency.

Responsibilities

• Own full P&L performance across all corporate-owned centers, driving revenue, profitability, and productivity. Make data-driven decisions on labor, expenses, and capital investments to maximize 4-wall EBITDA and long-term ROI as the portfolio scales.
• Lead from the front line, spending significant time in the field alongside center teams while also setting strategy and developing tactics in the office.
• Partner with the COO and CEO to set the vision and multi-year operating strategy for corporate centers, then lead execution and delivery of outcomes.
• Collaborate closely with Operations Excellence and Field Operations to design, develop, and deliver initiatives, ensuring alignment and seamless execution across corporate and franchise locations.
• Ensure operating model alignment between Corporate and Franchise Centers, including documentation and regular updates to the EWC Operating Model, operating SOPs, and the Operations Handbook.
• Develop cross-functional relationships to ensure enterprise accessibility and awareness of Corporate Center priorities, performance, and best practices.
• Regularly engage with Franchisees and their teams to share best practices and champion adoption of corporate strategies, operational execution, and guest experience standards.
• Lead operational due diligence and integration planning for franchise-to-corporate acquisitions, assessing facility condition, systems compatibility, staffing, and operational risk pre-close.
• Execute and adapt repeatable acquisition playbooks covering Day 1 readiness, systems/brand conversion, staff integration, and post-close stabilization to onboard new centers quickly and consistently.
• Contribute to capital planning and facilities strategy, including build-out standards, remodel/refresh cadence, and real estate decisions for corporate-owned locations, in partnership with the COO, Finance, and Development.
• Build, structure, and lead a high-performing, multi-layered field organization, including staffing models and operating systems to support a high-growth corporate-owned portfolio. Ensure clear accountability and a deep leadership bench to support rapid center-count growth.
• Establish corporate centers as a center of excellence by piloting and refining new initiatives, processes, and infrastructure, then translating insights into scalable solutions that influence franchisee adoption and system-wide performance.
• Own and continuously elevate the end-to-end guest experience across corporate centers, focusing on retention, satisfaction, and service consistency.
• Establish and lead a rigorous operating cadence, including weekly business reviews, KPI tracking, and forecasting to drive performance and accountability across a rapidly expanding footprint.
• Ensure strong operational controls, including labor compliance, safety standards, and audit readiness across all locations, including newly acquired ones.
• Serve as the voice of Corporate Center priorities, performance, and experience with peers, executives, the Board, and external stakeholders as needed.
• Lead performance improvement and turnaround efforts in underperforming or newly acquired locations, driving rapid, sustainable results.

Requirements

• Proven executive leadership managing a scaled multi-unit portfolio of 150+ units, or full P&L ownership of a business line as a General Manager, ideally in the service industry. Track record of building, scaling, and optimizing high-performing field organizations.
• Demonstrable experience developing systems and organizational capability to support rapid, acquisitive growth and top-tier unit-level performance.
• M&A integration experience, including due diligence, Day 1 planning, and post-close stabilization across multiple, simultaneous transactions. Track record of integrating and transforming acquired or underperforming assets to drive standardization, cultural alignment, and performance improvement.
• Strong ability to balance strategic vision with operational details, operating effectively in ambiguity and leading through transformation with agility, structure, clarity, and momentum.
• Deep expertise in unit-level economics, labor optimization, and 4-wall EBITDA performance, with a strong focus on ROI.
• Highly analytical and insights-driven, with the ability to translate data into clear priorities, decisive action, and measurable impact.
• Strong executive presence and credibility, with the ability to influence across all levels.
• Exceptional talent leader, with a proven ability to build, lead, and develop high-performing, accountable teams and leadership pipelines.
• Disciplined operator with a strong operating cadence, driving accountability and a relentless focus on standards and consistency through KPIs, business reviews, and performance management.
• Cross-functional leader who can align stakeholders across Operations, Business Development, Finance, HR, and Technology to deliver business outcomes.
• Clear and compelling communicator, able to simplify complexity and connect strategy to frontline execution.
• Bias for action and strong judgment, making timely, high-quality decisions that balance speed and impact.
• Ability to travel up to 75%.

Qualifications

• Bachelor's degree in Business or related field required; MBA preferred.
• 15+ years of progressive leadership experience in multi-unit retail or service operations, including senior executive-level scope.
• Demonstrated experience leading or closely supporting M&A due diligence and integration, ideally within a franchise-to-corporate conversion context.
• Proven track record of building operational and physical infrastructure (facilities, systems, organizational design) to support rapid multi-unit growth.
• Proven track record of owning and improving P&L performance at scale.
• Experience in high-growth, acquisitive, or private equity-backed environments strongly preferred.
• Demonstrated success in building and leading geographically dispersed teams.

This role is not eligible for Visa Sponsorship.