Manager, Franchise Support

The Franchise Support Manager is responsible for leading and developing the Franchise Support team at 1-800-GOT-JUNK?, ensuring consistent, high-quality support to our franchise system. This role owns team performance, service quality, and operational excellence while driving process standardization, effective change management, and actionable insights across the business.

You will be accountable for setting and communicating the team's vision and strategy, delivering against Service Level Agreements (SLAs), and ensuring the team provides exceptional customer service. This role also plays a critical part in translating franchise feedback into insights, trends, and defect prioritization to support continuous improvement across technology and operations.

HYBRID WORK ENVIRONMENT
Vancouver-based and Toronto-based team members work in-office every other week (Tues–Thurs). Core attendance is required from 9 AM – 3 PM on these days to support business priorities.

A DAY IN THE LIFE

• Set Direction and Drive Culture: Maintain and communicate the team's vision and strategy, lead quarterly goal-setting, and drive a successful team culture and positive employee engagement.
• Manage Team Capacity and Development: Manage team scheduling, availability, and capacity, and lead the team through coaching and performance-driven feedback (GSD, GS&R, corrective action, etc.).
• Ensure Quality and Adherence: Maintain and adjust Service Level Agreements (SLAs), and manage the Quality Assurance (QA) process/audits to inform performance management.
• Manage and Improve Processes: Continuously improve and maintain core Franchise Support processes, including defect reporting, enhancement requests, and incident escalation.
• Lead Change Management: Ensure process changes are captured, documented, and communicated to team members for effective change management, and lead and execute communications plans in appropriate channels.
• Provide Reporting and Insights: Create and maintain clear, organized recurring reporting, utilizing insights to identify opportunities for franchise education and/or technology improvements to reduce ticket volume
• Manage Internal Partnerships: Partner with cross-departmental stakeholders (e.g., Product, IT) to understand and communicate changes impacting the team, and connect technical teams with appropriate stakeholders for process understanding.
• Represent Franchise System in Tickets/Defects: Act as the franchise system representative for franchise-facing tickets, using workflow and reporting knowledge to articulate business value for defects to the technical teams.
• Advocate for Franchise Defects: Advocate and escalate franchise-facing defects, communicating their franchise and business impact to relevant Product Managers for prioritization.
• Support Franchise Continuous Improvement: Partner with stakeholders to identify evolving needs and validate demos/UAT that impact franchise workflows and reporting.

What You Bring To The Table

• 3+ years of experience managing direct reports, with a strong coaching and performance management approach.
• Experience working with ticketing systems (e.g., Freshservice or similar).
• Strong proficiency in Google Sheets, including reporting and chart creation.
• Demonstrated ability to create and interpret data-driven insights.
• Solid business acumen, with the ability to translate operational issues into business impact.
• Strong communication skills and comfort working cross-functionally with technical and non-technical teams.

Compensation & Benefits
Salary Range: $84,000 – $90,000 per annum

(The actual salary offered will be commensurate with education, experience, and internal equity.)

We offer a competitive Total Compensation Package designed to support your financial, personal, and professional well-being. This includes:

• Comprehensive Extended Health and Dental Benefits
• Generous Paid Time Off, including annual vacation and personal days
• Hybrid Work Environment, offering flexibility to work both remotely and from our corporate offices
• Professional Development Opportunities to support ongoing career growth
• Access to Health and Wellness Programs, including gym facilities at our corporate head office

THE HIRING PROCESS

• Pre-Screen – Let's talk about your experience, goals & excitement for this role
• Interviews – Two or more interviews with different team members, including structured competency & scenario-based questions
• Presentation/Assessment
• References & Background Check
• We use audio recording transcription for our interview practices

About Us
Did you know O2E Brands has been voted one of the Best Workplaces in Canada 14 times? Take a sneak peek into why that is, here: (YouTube) Check us out on social At O2E Brands, we know that great talent comes in many forms, and we want to meet you at your best. We will provide reasonable accommodations to applicants with disabilities at any time throughout the recruitment and selection process. Please contact our Talent Acquisition Team at or notify the Talent Acquisition team member you are working with if unique arrangements will enable your equal participation.

#1-800-GOT-JUNK?
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