Manager, Franchise Tech Systems

The Manager, Franchise Tech Systems is responsible for leading the day-to-day support and operation of franchisee-facing business systems across a multi-brand environment, ensuring the effective and reliable use of appointment-based point-of-sale (POS) platforms (Mindbody, Booker) and related technology.

This role functions as a player-coach, combining hands-on system ownership and escalation management with team leadership. The Manager serves as a subject matter expert in core platforms, owns resolution of complex and ambiguous issues, and drives improvements that reduce recurring support needs over time.

In addition to leading the support team, this role is accountable for ensuring that system-related work — including pricing updates, configuration changes, and operational processes — is executed accurately, consistently, and at scale.

This position requires strong judgment, deep system understanding, and the ability to operate independently in a fast-paced, highly interconnected environment.

 

• Lead, coach, and develop a team of Specialists supporting franchise tech systems
• Manage onboarding and performance management for direct reports
• Set clear expectations for quality, ownership, and accountability across the team
• Ensure effective coverage and workload distribution across support and project work
• Foster a culture of ownership, curiosity, and continuous improvement

• Own end-to-end support operations for appointment-based POS platforms (Mindbody, Booker) and related systems
• Serve as the primary escalation point for complex or high-sensitivity issues, driving resolution across internal teams and external vendors
• Ensure accurate and timely execution of system-related work, including pricing updates, service configuration, promotions, and data changes
• Oversee and ensure quality of NSO, transfer, and closure processes across all locations
• Establish and maintain standards for ticket handling, escalation, and resolution quality
• Identify recurring issues and drive root-cause resolution to reduce repeat support volume

• Develop and maintain deep expertise in core platforms, serving as a subject matter expert for the team
• Identify inefficiencies in workflows and assist in designing improvements to increase scalability and reduce manual effort
• Partner with leadership to define and maintain system standards and operational best practices
• Drive improvements in how work is executed, documented, and shared across the team
• Identify opportunities for automation, tooling, or self-service solutions

• Manage day-to-day coordination with system vendors (Mindbody, Booker), ensuring timely issue resolution

• Escalate and partner with leadership on higher-level vendor concerns or roadmap discussions

• Collaborate with Operations, Marketing, Finance, and Brand teams to support system-related initiatives

• Ensure alignment between system execution and business needs

• Ensure documentation is created, maintained, and usable for both internal teams and franchisees

• Support development of training materials and enablement resources

• Reinforce consistent processes that allow work to be completed without dependency on individual team members

 

• 5+ years of experience supporting business systems, preferably in a franchise or multi-unit environment
• Experience with appointment-based POS platforms (Mindbody and/or Booker) strongly preferred
• Experience leading or mentoring others; prior people management experience preferred
• Demonstrated ability to own complex systems and resolve ambiguous issues independently
• Strong troubleshooting skills and ability to diagnose root causes across systems and processes
• Proven ability to improve workflows and reduce operational inefficiencies
• Strong judgment and ability to balance competing priorities in a fast-paced environment
• Excellent communication and stakeholder management skills
• Strong attention to detail, project management, and multi-workstream prioritization skills
• Expert-level proficiency in Microsoft Office Suite and Google Workspace
• Ability to work occasional evenings and/or weekends to support franchise business hours across multiple time zones

 

WellBiz Brands, LLC. is the franchisor of five health and wellness brands: Drybar®, Elements Massage®, Amazing Lash Studio®, Radiant WaxingTM, and Fitness Together®. Headquartered in Denver, Colorado, WellBiz Brands has over 700 combined U.S. franchised locations across the five brands. Through the WellBiz Brands support staff, the brands strive to uphold these core values: integrity, accountability, service-mindedness, decisiveness/bias to action, curiosity, and resilience. These core values embody everything important for each brand - from franchise owners to clients - to lead healthy, balanced lives. At WellBiz Brands, we value, promote, and celebrate diversity, equality, and inclusivity. We believe that a diverse mix of talented people sparks creativity, fosters innovation, and drives results, and a broad understanding of diversity in all ways. All five brands offer unique franchise opportunities for entrepreneurs from all walks of life and various investment levels, with a new focus on recurring revenue models. For more information about WellBiz Brands and its franchise opportunities, visit WellBizBrands.com.