Manager, Franchise Compliance

 

POSITION PURPOSE AND SUMMARY

 

The Franchise Compliance Manager is responsible for ensuring franchisee adherence to brand standards, contractual obligations, insurance requirements, and operational policies. This role serves as a central coordination point across Legal, Risk Management, Finance, Training, IT, and Safety & Security to ensure issues are tracked, escalated, and resolved in a timely and consistent manner. Strong organizational skills, attention to detail, and effective communication are critical to success.

 

MAJOR / KEY JOB DUTIES

 

• Collaborates with cross-functional teams to monitor the status of issued defaults, suspensions, and cure periods, ensuring timely follow up and documentation.
• Collaborates with Training to ensure remedial training is scheduled in response to consecutive QA failures and tracks the escalation path.
• Partners with IT to monitor and address franchisee technology compliance requirements.
• Collaborate with Safety & Security to forward reports and follow-up with franchise owners as appropriate.
• Partners with Risk Management to confirm all Certificates of Insurance meet brand standards and are collected and maintained annually.
• Works with Finance to ensure franchise fees are accurately billed and collected.
• Conducts outreach to franchisees with past due balances as part of the escalation process.
• Maintains accurate and updated franchisee contact information using CRM tools.
• Ensures Salesforce access for external users is appropriate by validating permissions and confirming the existence of necessary contracts (e.g., Management or Revenue Management Companies).
• Grants or modifies user access to STR Benchmark as needed.
• Participates in the QA Waiver approval process alongside Franchise Services and Brand Standards, ensuring decisions are aligned with brand policies.
• Cross-train on tasks performed by other Franchise Administration team members to ensure consistency and adequate coverage.

 

OTHER DUTIES

 

• All other duties as needed or required

Qualifications

 

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

 

• Works seamlessly across functions and builds strong working relationships
• Follows through on commitments, ensures accurate tracking, and escalates issues appropriately
• Provides clear, timely, and professional communication to internal and external stakeholders
• Applies sound judgment when reviewing requests, waivers, or compliance issues
• Maintains high standards of accuracy in records, documentation, and follow-up
• Creates, composes, and edits written reports and other materials

 

ENVIRONMENTAL JOB REQUIREMENTS

 

• Required to stand, walk; use hands to finger, handle, or feel objects, tools, or controls; talk or hear; and taste or smell.
• Frequently required to reach with hands and arms.
• Occasionally required to sit, climb or balance; and stoop, kneel, or crouch.
• Occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

 

MINIMUM QUALIFICATIONS

 

• BS or BA from an accredited four-year college or equivalent job experience
• 5+ years coordinating projects, meetings and/or initiatives