Operations & Franchise Support Manager

• Join an award-winning leader in integrated facilities services
• Help franchise owners build confidence & capability
• Work with great people in a supportive team that feels like family

We are delighted to be partnering with a leading New Zealand integrated facilities services provider, operating through an award-winning franchise model with a strong focus on customer service and quality assurance. The business supports customers through local service delivery, with operations, client relationship and franchise support teams working together to maintain standards and respond to customer needs.

Consistent cleaning quality and capable franchise operators are central to its success. This role will help strengthen both, supporting reliable service, lasting client relationships and sustainable growth through practical guidance and operational follow through.

Based in Auckland and covering Auckland and Northland, the Operations & Franchise Support Manager will provide practical support to help franchisees deliver consistently strong cleaning standards and run their businesses more effectively. Reporting to the Operations Manager, the role will identify service issues early, coordinate improvements and ensure agreed actions translate into better delivery.

Hands on training is a significant part of the position. From demonstrating cleaning methods and equipment use to helping franchisees organise workloads and support their teams, the focus is on building capability that lasts beyond a single site visit.

The role will also support new contracts getting underway, bringing together equipment, training and site requirements. Working closely with the client relationship team, you'll have scope to improve how service gaps are identified, communicated and resolved, with responsibility for following issues through.

• →Assess cleaning standards across sites, agree practical improvements and follow through to protect service quality and client relationships.
• →Deliver hands-on training in cleaning methods, equipment use and site procedures, checking that learning translates into consistent performance.
• →Support franchisees with workload planning, team capability and operational decisions that influence service quality and profitability.
• →Coordinate new-site setups, including equipment selection, supplier quotes, materials and training, so contracts start successfully.
• →Assist client facing colleagues to recognise service gaps, document concerns accurately and coordinate clear, accountable follow up.
• →Identify and escalate equipment, chemical and contamination risks, reinforce safe practices and maintain practical training and compliance records.

• Practical Operational Capability: You're comfortable assessing work on site, identifying improvements and demonstrating effective methods. Commercial cleaning experience, including specialist equipment or cleaning work, would be valuable.
• Coaching & Communication: You can explain practical tasks clearly and patiently, adapting your approach to different backgrounds and levels of understanding.
• Influence & Accountability: You build productive relationships while having constructive conversations about standards. You follow through and help franchisees and colleagues take ownership of agreed actions.
• Commercial & Customer Understanding: You appreciate how workload planning, efficient delivery and cleaning quality affect franchisee profitability, customer confidence and contract retention.
• Ownership & Adaptability: You're organised, resourceful and comfortable working independently in a physically active, site-based role. You hold a current, clean NZ driver's licence and can accommodate regional travel, overnight stays and work outside standard hours when required.

You'll be joining a passionate, experienced, and hardworking team that takes pride in delivering reliable, consistent services. The culture is compassionate, people-focused, and genuinely supportive, with a strong sense of belonging and care for both clients and colleagues.

You'll have a direct connection between the support you provide and the results you see on site. This role offers the opportunity to help franchise owners build confidence, resolve practical challenges and improve the experience their customers receive.

Ready to put your operational knowledge to work and help franchisees succeed?

Apply now or contact Jessica Walker from Walker Smith for a confidential conversation.

Jessica@walkersmith.co.nz
021 240 0284