Franchise Onboarding Manager

Franchise Onboarding Manager

Location: Pittsburgh, PA (Hybrid)

About the Role

The Franchise Onboarding Manager is the primary point of contact for new MilkShake Factory franchisees from the moment they sign their Franchise Agreement until the day their store is handed off to training for opening. This role ensures that every franchisee moves through our pre-opening process efficiently, confidently, and in full alignment with our brand and operational standards.

This position requires exceptional organization, proactive communication, and the ability to simplify complex tasks into clear next steps. You will guide new owners through permitting, vendor setup, construction timelines, financing tasks, and operational readiness, acting as a connector between franchisees and our internal support teams.

Ideal candidates have experience in roles that require detailed coordination and communication - executive assistant, project coordinator, account coordinator, or similar.

Key Responsibilities

Franchisee Point of Contact

• Serve as the primary support and communication channel for franchisees throughout the pre-opening lifecycle.
• Clearly explain timelines, tasks, and requirements in accessible, layman’s terms, ensuring franchisees understand both the “what” and the “why.”

Process & Project Coordination

• Manage the full onboarding checklist, ensuring each franchisee completes critical tasks on schedule.
• Track and follow up on permitting, SBA loan progress, construction milestones, and vendor approvals.
• Monitor status updates and anticipate roadblocks early.

Vendor & Internal Team Coordination

• Facilitate introductions to internal teams (operations, marketing, training, supply chain) at the appropriate stages.
• Ensure timely setup with required vendors, including broadliners, POS, equipment, and service providers.
• Support franchisees in submitting necessary documents, credit applications, and account setups.

Documentation & Communication

• Maintain accurate records, trackers, and status updates for each franchisee.
• Provide weekly or bi-weekly progress summaries to leadership.
• Create clear, concise communication that helps franchisees stay aligned and informed.

Franchisee Support & Readiness

• Prepare franchisees for the transition into training by confirming operational readiness: equipment, permitting, vendor accounts, opening orders, and timelines.
• Serve as an early representative of the MilkShake Factory brand, delivering a supportive, organized, and consistent experience.

Skills & Experience

• 3 years of professional experience in coordination, executive assistance, client support, or similar.
• Exceptional organizational skills with the ability to manage multiple projects at once.
• Strong written and verbal communication skills; able to summarize complex processes clearly.
• Comfortable managing deadlines, following structured processes, and holding others accountable.
• Experience working cross-functionally with multiple teams and external partners.
• Franchise or hospitality experience helpful but not required.

What Makes a Successful Candidate

• You anticipate needs before others do.
• You’re highly organized and detail-oriented.
• You can confidently guide business owners who may be overwhelmed or new to the process.
• You enjoy bringing clarity to messy, multi-step workflows.
• You communicate with warmth, professionalism, and steadiness.

Why This Role Matters

This role sets the tone for each new franchisee's experience with the MilkShake Factory. A strong Franchise Onboarding Manager helps owners feel supported, confident, and prepared, ultimately impacting their success long after their store opens.