Franchise Coordinator

About the Role

We are seeking a dedicated Franchise Coordinator to join our team in the education industry, located in Santacruz. The Franchise Coordinator will play a crucial role in ensuring the seamless onboarding and successful launch of franchise partners. This position is pivotal in driving operational excellence, compliance, and partner readiness, while also enhancing the overall partner experience and resolving operational challenges effectively.

Key Responsibilities

• Drive end-to-end onboarding of franchise partners, ensuring adherence to timelines, quality, and compliance standards.
• Own launch readiness and ensure a smooth go-live through proactive risk identification and resolution.
• Lead the hypercare phase (first 60-90 days) to stabilize operations and partner performance.
• Act as the escalation point for partner issues, ensuring quick and effective query resolution.
• Manage, coach, and develop a team of Operational Relationship Managers (ORMs), driving accountability and performance outcomes.
• Identify training needs and build capability within the team.
• Own partner experience metrics such as Net Promoter Score and Customer Satisfaction Score, driving continuous improvement.
• Ensure strong partner engagement through regular touchpoints and closure of feedback loops.
• Proactively identify recurring issues and implement corrective actions.
• Collaborate with cross-functional teams including Business, Finance, Supply, and Academic Operations for seamless execution.
• Drive process improvements, standardization, and efficiency across onboarding and launch workflows.
• Track key metrics, maintain dashboards/reviews, and ensure data-driven decision-making.
• Ensure documentation, audits, and reporting are maintained with high accuracy and timeliness.

Requirements & Tech Stack

• Excel and report preparation proficiency.

Qualifications

• Excellent communication skills.
• Strong problem-solving abilities.
• A people-oriented approach with the ability to handle pressure.
• Team handling experience is desirable.