Position Summary

The Operations Coordinator (Franchise) is responsible for managing and continuously improving onboarding, integration, and operational readiness processes that support franchise growth across the Americas. The Coordinator serves as a key operational partner to Franchise Operations leadership, ensuring the effective execution of onboarding activities, regional transitions, acquisitions, and cross-functional initiatives.

Working closely with Corporate Development, Finance, IT, Franchise Support, BNI Connect, Engage, and other internal stakeholders, this role coordinates complex operational processes, maintains data integrity across multiple systems, analyzes onboarding performance, and identifies opportunities for process improvement. While the position may occasionally interact directly with franchisees to resolve operational issues or support onboarding activities, its primary focus is internal operational execution, stakeholder coordination, and business process optimization. This role requires strong analytical skills, sound judgment, attention to detail, and the ability to manage multiple priorities independently in a dynamic environment.

Onboarding & Integration Support

• Support onboarding and integration activities for new franchisees, acquisitions, regional transitions, and other operational initiatives.
• Coordinate operational readiness activities across internal departments to support successful launches and transitions.
• Facilitate onboarding workflows, system setup activities, and operational requirements to ensure timely execution.
• Maintain onboarding documentation, project records, status updates, and operational trackers.
• Support transition planning and post-acquisition integration activities as needed.

Systems, Data & Operational Administration

• Maintain accurate records across FranConnect, BNI Connect, and other operational platforms.
• Support user setup, permissions, workflow administration, and operational system activities.
• Verify onboarding, membership, chapter, and region data to ensure completeness and accuracy.

• Conduct audits and quality reviews of operational records, system configurations, and onboarding requirements.
• Maintain documentation, resource libraries, and operational procedures.

Stakeholder Support & Problem Resolution

• Serve as a resource for internal teams regarding onboarding processes, operational requirements, and systems.
• Collaborate with cross-functional stakeholders to address operational questions, support requests, and process issues.
• Provide occasional support to franchisees related to onboarding activities, system access, and operational problem resolution.
• Escalate risks, delays, and operational concerns as appropriate.

Reporting & Continuous Improvement

• Track onboarding activity, implementation progress, and operational performance indicators.
• Prepare reports, dashboards, and status updates for Franchise Operations leadership.
• Identify process improvement opportunities and support implementation of operational enhancements.
• Utilize approved AI-enabled tools to support documentation, reporting, analysis, communications, and administrative efficiency.
• Any additional duties needed to help demonstrate our core values, drive our vision, and fulfill our mission.

Success Measures

• Supports successful onboarding, region transition, acquisition, and integration activities across the Americas.
• Maintains accurate operational records, documentation, and system configurations.
• Provides timely and effective coordination across internal stakeholders and operational functions.
• Identifies and helps resolve operational issues that could impact onboarding timelines or stakeholder experience.
• Delivers accurate reporting and operational insights that support decision-making and visibility.
• Contributes to process improvements that enhance efficiency, consistency, and operational effectiveness.

• Uses AI-enabled tools responsibly to improve efficiency, documentation quality, reporting, and operational outcomes.

Demonstrated Competencies

• Customer Service
• Organizational Skills
• Self-Management
• Technical Proficiency
• Problem Solving
• Communication

Required Qualifications

• 3+ years of experience in franchise operations, business operations, onboarding, project coordination, customer success, or related operational roles.
• Experience coordinating multiple projects, stakeholders, and operational activities simultaneously.
• Strong organizational, problem-solving, and communication skills.
• Experience working with business systems, CRM platforms, operational databases, or franchise management systems.
• Ability to collaborate effectively across departments and support operational initiatives in a fast-paced environment.
• Proficiency with Microsoft Office Suite and digital collaboration tools.

Preferred Qualifications

• Experience with FranConnect, BNI Connect, Salesforce, or similar franchise management platforms.
• Experience in franchising, multi-unit businesses, membership organizations, or operational support environments.
• Experience supporting acquisitions, onboarding, integration, or business transition initiatives.
• Experience using AI-enabled tools to support reporting, documentation, communication, or operational processes.
• Bachelor's degree or equivalent experience.

Physical Demands and Working Conditions: (Working Conditions apply globally. The Physical Demands section is included to meet U.S. regulatory expectations and may not apply to individuals located outside the United States.)

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

This is a full-time position. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Learn more at BNI.com

An equal opportunity employer.