Franchise Operations Coordinator

Who is Grill Hero?

What began as a small summer venture has grown into North America's trusted brand for providing premium cleaning, repair, and maintenance for the spaces and appliances that bring people together. In doing so, Grill Hero is helping people get the most out of their cooking experiences by bringing families and friends together around food to create lasting memories.

Our HERO Values

Grill Hero operates with a commitment to our HERO values, which guide everything we do:

• Honesty: Integrity is the foundation of trust with our customers and teammates.
• Empathy: We genuinely care about the experiences we create and the people we serve.
• Reliability: Our customers can count on us to deliver exceptional results, every time.
• Openness: We embrace feedback, adapt to change, and constantly strive for growth.

These values are more than words, they're the driving force behind our success and the experiences we deliver.

About the Role

The Franchise Operations Coordinator is a vital role at Grill Hero, ensuring our franchise network operates with clarity, consistency, and accountability. We are seeking a candidate with proven franchise experience, particularly in the gas service franchise and technician sectors. In this position, you will support franchise owners, field operations leadership, and the call center by managing system documentation, territory performance metrics, training resources, audits, and cross-department workflows.

This role is perfect for someone who has a background in supporting multi-location businesses, franchise networks, or field/service operations, and enjoys creating structured systems to keep teams aligned and accountable.

Core Responsibilities

Franchise Support & Territory Performance

• Provide support to franchise owners by analyzing weekly KPIs and territory performance insights.
• Maintain the Franchise Scorecard, which includes metrics such as AJS, Revenue, Cancellations, Rebookings, Lead Conversion, NPS, and Audit Scores.
• Assist in onboarding new franchisees, including training setup, documentation, and access to necessary tools.
• Collaborate with the Franchise Business Coach to monitor compliance and field standards.
• Track and resolve issues raised by franchisees to ensure effective follow-through.

Customer Journey & Service Operations Support

• Maintain reporting for lead management, booking flow, and follow-up processes.
• Coordinate with the Call Centre to ensure accurate tagging, tracking, and reporting of customer interactions.
• Support customer-facing quality initiatives across the franchise system.

SOP, Knowledge Hub & Documentation Management

• Maintain the Master SOP Index across franchise, call center, and field operations.
• Publish updated SOPs, checklists, and training documents.
• Ensure franchisees have access to the latest versions of all documents in the Knowledge Hub.

Brand, Vendor & Administrative Support

• Track vendor services utilized by franchisees, including marketing, repairs, and supply partnerships.
• Reconcile Brand Fund and call center allocations with the Finance department.
• Maintain franchise-related documentation, such as Certificates of Insurance (COIs), franchise agreements, WCB compliance, and certifications.

Audit, Compliance & Issue Management

• Manage the Audit & Compliance Calendar for franchisees and technicians.
• Collect field audit data, photos, and follow-up items for compliance tracking.
• Maintain the Case Tracker for customer issues and franchise escalations.

Cross-Department Communication & Projects

• Support Operations, Franchise, Call Centre, Marketing, and Finance teams on collaborative projects.
• Maintain project trackers, deadlines, and meeting notes to ensure effective communication.
• Coordinate renewal cycles, compliance deadlines, and system updates across departments.

What We're Looking For

Experience

• Proven experience in supporting franchisees, field representatives, or multi-location operators.
• Background in home services, franchising, service operations, or territory management.
• Strong administrative and coordination skills, with comfort working alongside leadership.
• Experience with the Entrepreneurial Operating System (EOS) is a plus.

Skills

• Highly organized and systems-oriented.
• Strong analytical and reporting capabilities.
• Excellent communication skills with a focus on follow-through.
• Ability to thrive in a structured, fast-paced service environment.

Tools

• Proficiency in Google Workspace (Sheets, Docs, Drive).
• Familiarity with CRM/scheduling platforms; experience with Vonigo is an asset.
• Knowledge of QuickBooks, Zapier, and Looker Studio is helpful.
• Experience with is a plus.

Why This Role Matters

As a Franchise Operations Coordinator, you play a crucial role in ensuring that the Grill Hero franchise system operates predictably and efficiently as we scale. By supporting franchise owners, maintaining operational standards, and ensuring strong cross-functional alignment, you contribute to the success of every territory and help build one of the most respected brands in home services.

If you are passionate about supporting franchisees, enabling team success, and serving as the backbone of a growing service organization, we'd love to hear from you

Apply Now to Join the Grill Hero Team

Job Type: Full-time

Pay: $55,000.00 per year

Location:

• Mississauga, ON (preferred)

Work Location: In person