Manager, Franchise Support

Job Description

Upbound Group

Upbound Group, Inc. (NASDAQ: UPBD) is a technology and data-driven leader in accessible and inclusive financial solutions that address the evolving needs and aspirations of underserved customers. The Company’s customer-facing operating units include industry-leading brands such as Acima, Brigit, and Rent-A-Center that facilitate consumer transactions across a wide range of store-based and digital channels, including over 2,300 company branded retail units across the United States, Mexico, and Puerto Rico. Upbound Group, Inc. is headquartered in Plano, Texas.

Manager, Franchise Support

Job Purpose

The Manager, Franchise Support is responsible for leading operational initiatives, supporting franchisee success, and driving process improvements across the franchise network. This role partners with internal teams, vendors, and franchisees to implement strategic programs, enhance operational efficiency, and ensure alignment with RACFI objectives. The position combines operational project management, IT Support insight, and relationship management to support the growth and profitability of the franchise system.

Key Responsibilities

Project, Program & Technical Support

• Manage multiple cross-functional projects, ensuring timely delivery and adherence to quality standards.
• Support with IT technical tickets by escalating issues as needed and ensuring SLAs are met.
• Work on reporting using various databases to develop and maintain dashboards in both Excel and Power BI.
• Conduct operational and financial analysis to support business decisions.
• Prepare presentations, reports, and materials for executives and stakeholders.
• Ensure alignment of initiatives with strategic goals through collaboration and influence across departments.
  
  

Operational & Strategic Support

• Develop, implement, and maintain operational transformation roadmaps.
• Support in-market store transformations through on-the-ground operational assistance.
• Spearhead assigned strategic initiatives from conception through execution.
• Partner with internal teams to ensure effective communications, efficient practices, and successful program launches.
• Identify risks, opportunities, and process improvements, balancing solutions to achieve quality and timelines.
  
  

Continuous Improvement

• Drive a culture of continuous improvement across franchise operations.
• Conduct due diligence, synthesize conclusions, and recommend operational enhancements.
• Monitor and measure the success of implemented programs and adjust as needed.
  
  

Franchisee Engagement & Support

• Build and maintain strong business relationships with franchisees, internal support teams, and vendors.
• Provide guidance and solutions to franchisees on operational, and procedural matters.
  
  

Job Requirements

• Bachelor’s degree in Business, Operations, Finance, or related field (or equivalent experience); franchise experience preferred.
• 3 years in operations, project management, or franchise support roles; financial acumen strongly desired.
• Strong understanding of operational processes, franchising principles, and retail best practices.
• Exceptional communication and interpersonal skills, with the ability to influence across all organizational levels.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and SharePoint; experience with Power BI and database reporting tools preferred.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Ability to work independently and collaboratively, adapting to shifting priorities.
• Willingness to travel up to 15% as needed.
  
  

Upbound Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.