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Job Title: Manager, Customer & Franchisee Care   Date Posted: 07/30/26 Ref. Number: 771 Type: Full Time Part Time Location: Stouffville Requirements: Manager, Customer & Franchisee Care Job Category: Customer Service Employment Type: Full-Time Location: Stouffville, Ontario Salary: $75,000–$95,000/year Benefits: RRSP & DPSP Matching Program, Wellness Account, Leadership Development Opportunities Position Summary The Manager of Customer & Franchisee Care is a leadership role responsible for building and leading a high-performing customer and franchise support team. This is not a traditional customer service role. This position is responsible for creating world-class customer and franchise support systems, improving processes, driving accountability, and ensuring customer concerns are tracked, resolved, and analyzed through structured processes. Reporting to the Director of Service, the successful candidate will lead customer and franchise care operations, implement support systems, develop service standards, and ensure exceptional experiences for customers and franchise partners. The ideal candidate is a strong leader who enjoys building systems, creating processes, improving customer experiences, and developing teams in a fast-paced environment. What Success Looks Like Within the first 12 months, you will: Launch and optimize a customer case management and ticketing system. Build and lead a customer support team capable of supporting customers seven days per week during peak seasons. Establish clear escalation procedures for service, retail, construction, renovation, and franchise-related concerns. Improve response and resolution times. Create customer reporting dashboards and service scorecards. Lead accountability meetings and departmental reporting processes. Deliver weekly performance reporting and track key goals. Create proactive communication processes that reduce customer complaints and improve engagement. Build a scalable support model to support future growth. Key Responsibilities Customer & Franchise Support Leadership Lead customer and franchise care operations. Build, coach, mentor, and develop support team members. Manage staffing schedules to ensure peak-season coverage. Create service standards and communication expectations. Monitor customer satisfaction metrics and service performance. Ticket Management & Process Improvement Manage customer case management and ticket escalation processes. Ensure customer concerns are documented, tracked, and resolved. Develop reporting dashboards and service analytics. Identify recurring issues and work with leadership teams on improvements. Ensure accountability across departments responding to customer concerns. Accountability & Reporting Maintain department scorecards and reporting structures. Support accountability meetings and operational reporting. Track departmental priorities and goals. Ensure issues are identified, documented, and resolved through established processes. Performance Reporting & Analytics Produce weekly performance reporting. Track department KPIs and service indicators. Analyze trends, escalations, and customer feedback. Provide recommendations for operational improvements. Franchise Support Act as a key support resource for franchise partners. Assist with operational concerns and issue resolution. Maintain communication standards across the franchise network. Help develop franchise support processes and training materials. Qualifications Required 3+ years of leadership experience in customer service, customer success, franchise support, operations, or service management. Strong organizational and project management skills. Experience managing escalations and service recovery. Exceptional written and verbal communication skills. Experience using CRM, ERP, or ticketing systems. Strong analytical and reporting abilities. Preferred Experience with NetSuite or similar business systems. Experience within a franchise organization. Experience working with EOS (Entrepreneurial Operating System). Experience creating KPI scorecards and operational dashboards. Experience in a multi-location service business. The Ideal Candidate You are a builder who enjoys creating systems, processes, and accountability where they do not currently exist. You thrive in fast-paced environments, care deeply about customer experience, and understand that world-class service is built through disciplined execution and follow-through. You are comfortable handling customer escalations, building performance dashboards, leading team meetings, and developing support processes that help organizations grow. Description: Hours per week: Rate of Pay: