Sr Dir Franchise Operations

A Day in the Life:

The Senior Director-NA Franchise Operations responsibilities include:

• Protecting the integrity of the brand system through the Franchise Disclosure Document (FDD), Franchise Agreements and the activities and programs directly related to non-technical support and services for Hertz, Dollar and Thrifty brands.   
• Budget and P&L ownership for NA
• Responsibilities include maintaining a positive relationship, providing ongoing support, communications, operational assessment, business analysis, administration and ensuring compliance to system standards. 
• Managing the NA team and its budget and responsibilities. 
• Making sure the documentation for all franchisees and agencies is up to date and accounted for and reporting is accurate  Ensure Hertz brand consistency is applied appropriately throughout all franchise operations. 
• Monitor Net Promoter Score and service complaint data for franchise operations and work with the individual operators to consistently achieve Hertz targets for customer satisfaction.
• Negotiate and execute franchise relationships through appropriate due diligence, organization of Legal, Finance and Operations resources to complete timely and EVA positive results.

• Provide financial oversight of existing franchise operations. Develop consistently increasing revenue streams and maintain minimal receivables in the area.

   

What You’ll Do:

• Ensure all implementations are in compliance with the Franchise Agreement(s) and brand guidelines
• Administration - Work with legal department to develop and execute Franchise Agreements. Franchisee compliance with provisions of Franchise agreements and the FDD. Updating and filing disclosure documents for all states, provinces and countries where franchises are offered
• Business Analysis – Review key business metrics and franchise fee income in line with business expectations for the assigned Franchisees and Analysis of operating results. Identifying, monitoring, and tracking the status of underperforming franchise areas; directing resources and efforts toward these units to help operator develop action plans to address the issues.
• Communications – Facilitate and assist quality communications between all Franchise support departments.  Communicating all new programs (i.e., marketing, new product rollouts, etc.) to franchisee owners, and ensure proper rollout and execution. Distribution of bulletins, policies and procedures to franchisees. Improve and continue to develop a range of communication portals for franchise partners and franchise team
• Compliance - Conduct a detailed and structured visit to franchise areas as part of the implementation process to support business development and ensure compliance in all areas of the franchise agreement for the additional brands
• Contract Management - Develop and implement all of the internal processes relating to Contract Management, including the guidelines for selecting and appointing Franchisees and all stages of contract negotiation, approval and final implementation for Car rental and Car Sales
• Development - Preparing and issuing franchise agreements for franchise candidates according to policy. Facilitate transfer to ensure a quality start-up.  Work with franchise development and Franchise Operations to successfully transition new licensees. Work with the franchise sales group to effectively integrate multi-brand franchise areas in sales presentations and new business opportunities
• Financial Management - Develop fleet modelling, business and P&L planning services for new and existing franchises
• Franchise Support - Develop close, trusted and effective working relationships to optimize the Hertz, Dollar, Thrifty brands and uphold all corporate brand values. - In conjunction with the Franchise Operations Managers establish location visit cycles, location evaluations, and ensure Franchise Operators are compliance with Franchise documents, program requirements. Conduct regular, detailed and structured visits to franchise locations to support business development and ensure compliance in all areas of the franchise relationship for their assigned territory.
• Opening/Transfer Coordination - Facilitate transfer to ensure a quality start-up and coordinate opening assistance for new stores. Work with franchise development and operations to successfully transition new licensees
• Reporting and Compliance – Develop a range of tools and reports to measure the overall performance of the Franchisees, as well as KPI’s in specific service areas of the business. Compile performance reports and generate various ad hoc reports for distribution to the franchise leadership team. Monitoring and implementing compliance activities including but not limited to audits, transfers, addendums, defaults, insurance and purchase/sale agreements
• Education –Manage the coordination of Annual Convention, Regional Workshops, Conventions
• Relationship owner: trusted partner to the Franchise Council and the Franchisees

What We’re Looking For:

• A strong background in Hertz rent a car operations and customer service combined with creative problem solving skills, strong written and oral communication skills, an ability to work both independently and as part of a team.  The Senior Franchise NA Operations Manager should be able to effectively prioritize and multi-task. 

Educational Background:

• University Degree or equivalent management experience

Professional Experience:

• Minimum of 7 years Hertz Rent a Car / HLE operations experience.
• 7 year of people management experience, managing a remote workforce preferred
• Strong working knowledge of financial statements and metrics
• Demonstrated project management capabilities and stakeholder management

Knowledge:

• Strong understanding of Hertz Rent a Car operations and systems.
• Strong working knowledge of financial statements and metrics.
• Strong working knowledge of Franchise law and contracting

Skills:

• Team player, ability to work closely with counterparts around the world to facilitate best practices and implement the same to unify the system.
• Experienced in building and leveraging strong cross functional relationships with internal and external stakeholders.
• Exceptional communications skills.
• Ability to resolve conflicts.
• Ability to translate budgets into results and take accountability for results
• Proficiency in all Microsoft Office applications.
• Understanding of the drivers of successful franchisor/franchisee relationships.
• Bi-lingual (Spanish) a plus.

What You’ll Get:

· Up to 40% off the base rate of any standard Hertz Rental

· Paid Time Off

· Medical, Dental & Vision plan options

· Retirement programs, including 401(k) employer matching

· Paid Parental Leave & Adoption Assistance

· Employee Assistance Program for employees & family

· Educational Reimbursement & Discounts

· Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness

· Perks & Discounts –Theme Park Tickets, Gym Discounts & more