Sr. Manager, Program Manager

About the Role

The Senior Manager, Program Manager, is responsible for supporting the execution of strategic operational initiatives, driving cross-functional projects, and improving operational consistency across the network.

Serving as a key partner to the Vice President of Operations Excellence, helping translate business priorities into scalable processes, tools, communications, and field-facing solutions.

The Senior Manager works closely with Operations, Franchise Support, Learning & Development, Marketing, HR, and Technology teams to ensure initiatives are effectively implemented and sustained across the organization.

A Day in the Life 

Operations Excellence 

• Partner with the VP of Operations Excellence to execute strategic initiatives that improve operational performance, consistency, and guest experience. 
• Lead cross-functional projects from planning through implementation to adoption, ensuring alignment across stakeholders. 
• Evaluate operational processes and identify opportunities for simplification, standardization, and continuous improvement. 
• Support the development and rollout of operational programs, tools, resources, and communications. 
• Analyze operational performance metrics and provide recommendations to improve business outcomes. 
• Project manage key organizational initiatives, including the development and execution of project plans, timelines, communications, and stakeholder engagement strategies to ensure successful delivery.
• Serve as a liaison between Operations, Learning & Development, Franchise Support, Technology, Marketing, and other support functions. 
• Assist in developing business cases, executive presentations, reporting, and recommendations for senior leadership. 
• Support change management efforts associated with new processes, programs, and technology implementations.

Leadership & Collaboration

• Build strong relationships across departments to drive alignment and execution. 
• Influence without direct authority and effectively manage competing priorities. 
• Foster a culture of accountability, collaboration, and continuous improvement. 

What Sets You Apart

• Exceptional communication skills with the ability to influence and build strong relationships at all levels of the organization.
• Highly accountable, self-motivated, and resourceful, with the ability to independently drive initiatives and deliver results.
• Creative thinker and problem solver who thrives in ambiguity and develops practical, scalable solutions.
• Strong project management and prioritization skills with a focus on execution and impact.
• Strategic mindset with the ability to connect initiatives to business performance and enterprise outcomes.
• Strong operational acumen and experience working in multi-unit or franchise environments.

Education & Experience

• Bachelor's degree in Business, Operations, Organizational Development, or related field. (or equivalent experience) 
• 5–7 years of experience in operations, business services, project management, franchise support, or related functions. 
• Experience leading cross-functional initiatives and managing complex projects. 
• Strong analytical, organizational, and problem-solving skills. 
• Excellent written, verbal, and presentation communication skills. 
• Proven ability to influence stakeholders and drive results in a matrixed environment.