Position Synopsis

The Chief Operations Officer is responsible for overseeing the day-to-day operations, strategic planning, and overall management of our childcare operations. They play a critical role in driving our company’s growth, and ensuring consistency in quality, service, and brand experience across corporate and franchise locations. This position will be key in developing and scaling our operational infrastructure to support our aggressive national expansion and acquisition goals. Working both in and on the business, they will collaborate closely with the Board of Directors, CEO, executive team, and department heads to achieve the company’s financial and operational goals. 

About Tierra Encantada

Tierra Encantada, headquartered in Minneapolis, MN is the leader in Spanish immersion early education®, and provides education and care to children 6 weeks through 6 years of age. Our award-winning concept has received numerous accolades, including Top 50 Franchise Companies Doing the Most to Champion Diversity by Entrepreneur Magazine, 10 Hottest Franchise Businesses in America by Inc Magazine, and The Americas’ Fastest Growing Companies. We currently have locations in five states with plans to double that over the next 18 months. 

Responsibilities

• Strategic Leadership: Collaborate with other members of the executive team to develop and execute strategic initiatives and plans aimed at expanding the brand's footprint, enhancing market presence, and maximizing revenue opportunities. 
• Team Leadership: Lead the field operations, facilities, education, compliance, and training functions for the company. Build, coach, and lead high-performing teams, fostering a culture of respect, accountability, collaboration, and continuous improvement. Instill strong team culture by recognizing achievements, resolving employee concerns, and communicating effectively. Organize workflows to accomplish established objectives and delegate responsibilities effectively to provide development opportunities to the team. Develop hiring plans aligned with company growth with position descriptions and onboarding plans, hire and onboard new team members, and excel in performance management. Expected to lead by example, which means being willing to roll up sleeves and manage in the field when necessary.
• Operational Excellence: Develop, implement, and evaluate operational strategies, processes, and procedures to improve sales, profits, operating standards, and operating systems for both corporate and franchise centers. Ensure delivery and maintenance of high-quality training for center staff and program excellence (curriculum and classroom environment) for children to systematically strengthen our product and be a top-tier provider in the early childhood education space. Implement standardized data and analytics tools across the system to drive improved performance, and integrate technology solutions to streamline operations, improve efficiency, and enhance the customer experience. Develop new and innovative approaches to operations and customer experience that will maximize the brand to the highest service potential. Achieve and maintain local and national accreditation and quality accreditations.
• Compliance & Risk: Lead development of strategies and implementation plans to improve and manage compliance of all aspects of system operations. Ensure ongoing compliance with both internal brand standards and external government requirements, such as childcare and kitchen licensing. Oversee logistics and cadence of ongoing compliance visits to franchise and corporate centers, and work with locations to develop a plan of action to address deficiencies and ensure brand standards are met. Identify and mitigate risks, such as ensuring the occurrence of drills for natural disasters and the adherence to security protocols at centers. Maintain operational and center-specific risk management policies and procedures. 
• New Openings & Integrations: Lead and manage the new center opening process, ramp up process, property improvement plan, and conversion of acquired brands. Develop and execute the integration playbook for corporate acquisitions and conversions. Lead all functions related to new center start-up and opening, including pre-opening enrollment, franchisee operations training, licensing for corporate locations, location management and team development, operational training and assessments, pre-opening logistics and purchasing, and pre- and post-opening events. 
• Cross-Functional Collaboration: Foster strong cross-departmental relationships across functions, teams, and departments. Work closely with teams company-wide, such construction on center design and opening timelines, marketing on lead generation and field marketing plans, and human resources to ensure adequately staffed operations.
• Finance: Drive revenue, profit, and center utilization growth for the brand. Evaluate enrollment trends for each center, and partner with marketing to create and implement action plans to achieve enrollment targets. Monitor financial performance against targets and take proactive measures to ensure profitability and cost-effectiveness. Collaborate with the CEO and finance team to create annual budgets, forecasts, and financial plans.
• Reporting: Lead a results-oriented culture focused on data-driven decision-making. Partner in the creation of reporting packages to include unit-level reports reflecting a 360 degree view of each center’s results (enrollment, retention, lead gen, financial performance, compliance issues, reviews, etc). Prepare both ad hoc and ongoing operations reports, and ensure external reporting requirements are fulfilled. 
• Franchising: Communicate with franchisees at all levels and have the emotional intelligence to manage difficult situations to assist franchisees in understanding our role as franchisor while providing them the guidance they need to ensure their success. Guide the creation of training materials to help franchisees improve their operational acumen and manage a more profitable and successful business. 
• Other: Stay abreast of industry trends and technological advancements to enhance operational excellence. Participate in company events. Serve as spokesperson to the media and/or company representative as needed. Other projects and duties as assigned.

Position Requirements

• BA in Business, Management, or related field - MBA preferred
• 10 years leadership experience in a franchised, multi-unit environment with at least 5 years experience in a COO/VP/Senior Director role with middle-manager direct reports
• Proven track record of successful high growth environments with the ability to manage multiple/competing priorities while still building teams, processes, and systems to scale operations of a company that has at least doubled its footprint during tenure
• Extensive experience with new store/center openings across multiple states
• Strong financial acumen, analysis, problem solving, negotiating and influencing skills along with excellent verbal and written communication skills
• Professional knowledge of G-Suite and Microsoft Office Suite (primarily Excel, Word, and PowerPoint)
• Position requires travel a few times a year for annual executive retreat (3-4 days), new center openings, and professional development opportunities
• Based in Minneapolis, MN at our corporate office (must be willing to relocate) and is in-office (WFH Wednesdays)

Compensation & Benefits

Salary depends on qualifications, education, and experience. Competitive compensation package includes performance bonus and equity compensation. Relocation assistance is available. Benefits include medical, dental, and vision insurance, paid parental leave, 12 paid holidays, 160 hours paid time off, 401(k) with employer match, discounted childcare and waitlist priority for enrollment, company paid professional development, work from home Wednesdays, corporate office amenities (gym, wellness/nursing room, onsite company cafe with coffee, espresso bar, beverages, and snacks available to employees at no cost, onsite free parking), casual work environment, and employee-focused events (family fun event, happy hours, team outings, quarterly lunch & learns, employee holiday party). Once a job offer has been accepted, the candidate must pass a credit and background check. E-verify is used to verify work authorization status.