Manager, Franchise Tech Systems

Overview 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. WellBiz Brands Benefits: Flexible time off and holiday schedule Medical, dental, vision, and life insurance Health Savings Account Flexible Spending Account 401K match Monthly allowance for spend at WellBiz Brands, Inc. owned brands Cell Phone reimbursement Free Employee Assistance Plan Compensation Range: $75,000.00 - $85,000.00/annually. Offers to select candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience. Salary ranges reflect Colorado disclosure requirements. Compensation may vary by geographic location for candidates working outside Colorado. Position Responsibilities: Team Leadership & People Management 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 Franchise Systems Support, Execution & Escalation Management 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 Systems Ownership & Process Improvement Develop and maintain deep expertise in core platforms, serving as a subject matter expert for…