National Accounts Operations Supervisor

Alliance Franchise Brands is looking to build a National Accounts program for the benefit of our distributed franchise network across the United States and Canada.
The National Accounts Operations Supervisor is responsible for overseeing and coordinating the day-to-day operations of our certified Franchise Members throughout the client’s ordering lifecycle.  You will work closely with Franchise Members to ensure compliance with program standards, implement operational strategies, and drive business growth. Your role will involve training and supporting Franchise Members, monitoring performance metrics, and ensuring the consistent delivery of high-quality products. Essential functions Franchise Support and Logistics: Manage the Franchise Member certification and decertification process. Provide guidance and support to certified Franchise Members, ensuring they understand and comply with program procedures, and operational standards. Monitor Franchise Member performance and provide ongoing coaching to ensure consistent operational excellence. Manage list of client locations and certified Franchise Members in logistics software (Easy Territory). Create policies and processes for granting client orders to Franchise Members when multiple Franchise Members are near a location. Client Support and Logistics: Provide guidance and support to National Account client contacts, ensuring compliance with agreement terms. Oversee customer service related activities, including issue resolution, improvement suggestions and general program inquiries. Operations Management: Oversee the National Accounts performance of certified Franchise Members, ensuring adherence to established operational guidelines and program standards. Conduct regular audits to assess compliance, identify areas for improvement, and implement corrective actions when necessary. Collaborate with Franchise Members to develop and implement operational strategies aimed at maximizing efficiency, profitability, and customer satisfaction. Quality Control and Customer Service: Monitor the quality of client products across all certified franchise locations, ensuring adherence to established standards. Implement quality control measures and procedures to maintain consistency and customer satisfaction. Address customer complaints or concerns promptly and ensure appropriate actions are taken to resolve issues. Performance Monitoring and Reporting: Coordinate with the Technology Department to monitor the technical performance of required systems for issues and improvements. Regularly analyze operational data and performance reports, identifying trends, patterns, and areas requiring improvement. Prepare reports and presentations for senior management, providing insights on operational performance and recommending strategies for enhancement. Program Expansion: Collaborate with the franchise operations team to identify potential certified Franchise Members and evaluate their suitability for the company's program. Create efficient process for Franchise Members to join program who are not on primary MIS system. Supervisory Responsibilities: Manage and mentor the National Accounts Administrator, providing guidance and feedback to ensure their professional growth. Coaches, mentors, and leads others to influence high performance. Competencies Excellent leadership and communication skills Ability to motivate and inspire Franchise Members Analytical mindset with the ability to interpret data and make data-driven decisions Strong problem-solving and decision-making abilities Excellent customer service skills Strong knowledge of franchise operations, including compliance, training, and quality control Ability to learn industry products, MIS, and logistics software Work environment Professional corporate and team-oriented environment Hybrid work schedule with at least 2 days each week in office Travel requirements Possible travel to annual Franchise Member convention Possible travel to National Accounts location Possible travel to various franchise locations if needed Required education and experience Bachelor's degree in business administration, hospitality, or a related field (or equivalent work experience) 5+ years of proven experience in operations management Proficient in Microsoft Office Preferred education and experience Experience in franchising or multi-unit B2B environment Experience in sign and graphics industry Industry product knowledge MIS experience What are the benefits of joining our team? We offer flexible health and insurance options including medical, dental and vision, employee, spouse, and child life insurance, short-and long-term disability, Healthcare FSA and Dependent care FSA, critical illness, and accident insurance.
We also offer an Employee Assistance Program to support the well-being of you and your family. We provide paid holidays and paid time away to spend with your family and friends. Plan for the near and long-term with our 401K retirements savings plan with matching company contributions. Bonus eligibility Who are we? Alliance Franchise Brands LLC and its subsidiary, KK Printing Canada ULC, are the franchisors of more than 600 locations in North America operating the company’s brands: Allegra Marketing Print Mail, Image360, Signs Now, Signs By Tomorrow, KKP, Insty-Prints, American Speedy Printing Centers, and RSVP.
Alliance Franchise Brands is proud that three of our brands (Including RSVP) were selected for the 2022 Entrepreneur 500 list.
Independently owned and operated franchises provide national, regional, and local businesses and organizations with a one-stop resource for technologically advanced and strategically sound solutions for their graphics communications needs.
In total, Alliance Franchise Brands serves more than 600 franchise members in the U.S., Canada, and England with system-wide sales of more than $380 million. Powered by JazzHR