Manager, Regional Franchise Operations

About Us:
Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the United States by number of members and locations. We have over 2,700+ stores in 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, Australia, and Spain. 90% of Planet Fitness stores are owned and operated by independent franchisees.

At Planet Fitness, our unique mission has always been to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment. And we’re proud of the amazing Planet Fitness team that supports our clubs and team members. They are comprised of dynamic, dedicated, and talented individuals who represent our values of integrity, transparency, passion, respect, and excellence (while having fun) in everything they do.

Joining the PF family means being part of a company that cares about bettering the health and wellbeing of our communities. It means being a part of a supportive, engaging workforce with an inclusive culture that values diversity and creates an environment where everyone can feel they belong. It means encouraging professional growth and development. It means making true, lasting connections with your co-workers with celebrations, team building activities and engaging corporate events It means creating a positive impact in our local communities through our Judgement Free Generation® philanthropic initiative. It means being part of a brand that you can be proud of

For the past 30 years, we’ve helped millions of people in their fitness journey and revolutionized the industry along the way. And we’re just getting started

Overview:
The Manager, Regional Franchise Operations will be responsible for building trusting relationships with assigned Planet Fitness franchisees and partnering with them as a resource and support system to uphold Planet Fitness’s brand standards and maximize business performance. In this role, you will utilize your knowledge of Planet Fitness brand standards and operational best practices to assess and evaluate club operations and advise franchisees on brand consistency, methods of operation, member service, cleanliness of the gym, and general business operations. The Manager, Regional Franchise Operations’ goal will be to provide coaching and guidance to the franchise owners and their teams to improve their business performance, enhance the member experience, and ensure Planet Fitness brand standards are being met.

**Responsibilities**:

- Build trusting relationships with field leadership teams as their primary PF contact for brand standards and operational excellence.
- Support the Director, Regional Franchise Operations by performing routine visits and remote assessments to franchise locations and presales within assigned region, driving operational excellence and compliance by ensuring a firm understanding of the brand expectations, educating club owners and their teams on brand standards, analyzing clubs for compliance, and creating action plans for improvement.
- Review assessment results and create action plans with management and ownership of each club and provide evaluation, training, advice, and recommendations for any member service opportunities or compliance issues found during a club assessment.
- Monitor progress and provide support of action plans by following up to determine if the opportunities have been remedied. Provide support for clubs that have been assessed to assist in curing any defaults.
- Utilize available data resources to evaluate KPI’s, Member Services case escalations, Member Surveys from website, and other sources to identify and communicate club-level areas of opportunity to improve member experience.
- Coordinate and collaborate with operations, marketing, real estate, construction, and equipment teams to stay informed on updates and review any changes in methods of operations and brand standards. Communicate relevant updates to assigned franchisees on an as-needed basis.
- Support franchisees in developing their talent pipeline by connecting leaders and in-club teams with learning and development opportunities and resources.
- Partner with field leadership upon receiving crisis calls or high-priority member escalations to gather details, provide leadership, and relay all relevant information to internal cross-functional teams.

Qualifications:

- Willing and able to travel up to 75% of the time to various clubs within the assigned province, with multiple overnight stays
- Due to significant travel requirements, must have access to a personal vehicle for localized business travel
- Valid Driver’s License and clean driving record
- Bachelor’s degree in related field, preferred
- 5+ years of relevant experience in multi-unit retail/restaurant industry operations
- Demonstrated track record of meeting operational goals and maximizing revenue
- Clear understanding of financial drivers of franchise