Manager, Franchise Operations & Commercial

Job Title: Manager, Franchise Operations & Commercial

Reports to: SVP, US Franchise Operations

Department: U.S. Franchise & Operations

Location: Atlanta - Restaurant Support Center

Job Summary

The Manager, Franchise Operations & Commercial, independently manages a range of administrative, operational, and project functions in support of Operations and Marketing leadership, exercising discretion and independent judgment to advance strategic priorities across the Marketing, Operations Services, and Training functions. This role has primary responsibility for executive-level calendar and priority management, operational reporting and analysis, marketing and operational communications strategy, training program administration, franchisee engagement, and meeting and event planning, and is expected to identify issues, evaluate options, and determine appropriate courses of action with minimal oversight.

This position drives execution of strategic Operations and Marketing initiatives by interpreting executive priorities and translating them into action, developing and maintaining reporting and operational systems, administering learning platforms, and facilitating communication across Corporate and Franchise organizations. The role is regularly relied upon to resolve scheduling conflicts, prioritize competing demands, and represent leadership in interactions with internal and external stakeholders.

The role manages executive scheduling, travel, and expense processes; independently coordinates vendor relationships; and exercises judgment in preparing, reviewing, and finalizing materials for leadership use. This role also supports leaders through project tracking, documentation, and organizational planning, applying independent analysis to identify risks and recommend solutions.

This role requires the consistent exercise of discretion and independent judgment on matters of significance; exceptional organizational, communication, analytical, and relationship-management skills; sound judgment; discretion with confidential and sensitive business information; and the ability to manage multiple competing priorities with minimal supervision in a fast-paced corporate environment.

Key Duties / Responsibilities:

Executive Support & Business Operations

• Independently manage complex calendar and scheduling priorities for the SVP, US Franchise Operations and Chief Commercial Officer, exercising judgment to resolve conflicts and determine appropriate prioritization of travel and expense matters.
• Analyze and prepare agendas, briefing materials, presentations, reports, and executive communications, applying independent judgment to determine content, format, and priority.
• Serve as a primary point of contact and organizational representative for internal and external stakeholders, including franchisees, agencies, vendors, and cross-functional business partners, exercising discretion in representing leadership's positions and priorities.
• Exercise discretion and independent judgment in handling confidential and sensitive business matters, including determining appropriate escalation.
• Proactively identify and resolve scheduling conflicts and competing priorities on behalf of executive leadership.

Operations & Marketing Program Management

• Direct and manage cross-functional initiatives involving Marketing, Operations, Training, Finance, Technology, Supply Chain, and external agencies and vendors, exercising judgment to keep initiatives aligned with strategic priorities.
• Independently manage the planning, execution, and follow-up of key Operations and Marketing initiatives, evaluating progress and determining corrective action to keep milestones and deliverables on schedule.
• Manage recurring meetings and project trackers, exercising judgment to identify at-risk action items and determine appropriate follow-up.
• Develop and maintain department documentation, shared resources, and communication platforms, determining content and structure appropriate for Marketing and Operations audiences.
• Serve as the primary liaison between Marketing and Operations teams, exercising judgment in determining what information requires escalation or cross-functional communication.

Operations Reporting & Analysis

• Manage the development, validation, and delivery of weekly, monthly, quarterly, and ad hoc operational reporting on key performance indicators, exercising judgment in interpreting data and flagging anomalies.
• Independently audit and validate operational data, applying analysis to identify discrepancies and determine root cause before escalating for resolution.
• Analyze and report on Guest Experience, Speed of Service, Food Safety, Brand Standards, Training, Off-Premise, and Operations Engagement, exercising judgment to identify trends and recommend areas of focus for leadership.
• Manage restaurant hierarchy structures across operational systems, exercising judgment in determining appropriate organizational alignment for openings, closures, and ownership changes.
• Evaluate and respond to reporting requests from field operations and leadership, determining appropriate scope and format.

Training & Learning Program Management

• Manage administration of the Company's Learning Management System (PTE University), exercising independent judgment over user access, hierarchy alignment, reporting, and compliance determinations.
• Direct operational training initiatives, certification programs, and enrollment tracking, exercising judgment in resolving compliance gaps and enrollment issues.
• Maintain and analyze training records and reporting documentation, identifying trends and compliance risks for leadership review.

Marketing, Franchisee & Operational Communications

• Develop and manage communications distribution supporting Marketing campaigns, promotional initiatives, operational standards, reporting updates, training programs, scorecards, and business priorities.
• Manage franchisee communications related to marketing programs, operations initiatives, meetings, and implementation timelines.
• Maintain and evaluate distribution lists, contact databases, and communication resources, exercising judgment to ensure accuracy and appropriate targeting.

Meeting & Governance Management

• Independently manage leadership meetings, operational meetings, marketing meetings, franchisee calls, advisory council meetings, and cross-functional planning sessions, exercising judgment in scheduling and prioritization.
• Manage planning and execution of meetings involving the Church's Independent Franchisee Association (CIFA), Marketing Excellence Advisory Council (MEAC), Operational Excellence Advisory Council (OPS EAC), franchise leadership groups, and marketing leadership.
• Develop agendas, presentation materials, scorecards, reports, meeting minutes, and action-item tracking, exercising judgment over content and emphasis.
• Manage invitations, attendee coordination, meeting logistics, and follow-up communications, exercising discretion in handling scheduling conflicts.

Meeting & Event Management

• Independently manage internal meetings, leadership off-sites, franchisee meetings, marketing meetings, and Company events, including venue sourcing, hotel accommodations, catering, audiovisual support, transportation, and logistics, exercising judgment and discretion in vendor selection and negotiation.
• Manage planning and on-site execution of the annual franchise convention, marketing events, leadership conferences, and other corporate meetings, exercising independent judgment to resolve on-site issues.
• Negotiate meeting logistics and vendor contracts, and manage invoices and event budgets in partnership with Finance, exercising discretion within budget parameters.
• Determine and coordinate meeting technology, presentation materials, and event logistics for in-person and virtual meetings.

Relationship Management & Special Projects

• Build and manage strong working relationships with franchisees, field operations, marketing agencies, vendors, and cross-functional partners, exercising judgment and discretion to support successful execution of company initiatives.
• Participate in and contribute independent analysis to strategic Operations and Marketing initiatives and continuous improvement projects.
• Exercise independent judgment in performing additional duties and special assignments as required to support business objectives.

Competencies:

Critical Thinking – Defines and resolves a situation or problem by analyzing issues involved, weighing options, and evaluating alternatives; maintains an objective attitude; approaches situations and problems systematically; uses observation, experience, reflection, and/or reasoning to drive business forward.

Influencing Others – Convinces and persuades others in either positive or negative circumstances to accomplish goals and objectives; responds to objections successfully; uses tact when expressing ideas or opinions.

Initiative – Acts proactively; addresses issues or opportunities without supervision; focuses on desired results and accomplishments; demonstrates clear purpose, enthusiasm, and a "can-do" attitude.

Innovative and Creative – Looks for ways to improve oneself, the job, the project, the system, and the organization; challenges conventional practices; generates new ideas to create novel solutions to problems.

Managing Execution – Manages multiple projects and effectively prioritizes tasks and goals; uses goals to guide actions and create detailed action plans; organizes and schedules people and tasks; utilizes resources effectively to meet goals.

Negotiating – Presents issues or ideas clearly and effectively; maintains an open-minded and non-judgmental attitude; listens to others' views and empathizes.

Relationship Management – Initiates and develops relationships with others; demonstrates credibility, confronts conflict quickly and professionally; inspires confidence in others.

Physical Requirements:

The employee must be able to perform the position's essential functions with or without reasonable accommodation.

Travel:

Up to 10% (including annual franchisee convention and quarterly franchisee meetings)

1. If you’re hungry for a career that’s fun, fast-paced and loaded with opportunity, then you’ve come to the right place. At Church's®, we’re not your typical quick service restaurant. We make real comfort food that makes a difference in peoples’ lives. And for over 60 years, our restaurant has been a place where hard-working people can get ahead and go on to do amazing things by serving others.

2. Church’s Chicken is an equal employment opportunity employer and makes hiring and employment decisions without regard to race, color, religion sex, national origin, age, disability, genetic information or any other factor prohibited by applicable law.