Franchise Success Coach and Learning Development Specialist

Franchise Success Coach and Learning Development Specialist
Department: Franchise Success
Location: American Fork, UT — Hybrid/On-Site
Employment Type: Full-Time
Travel: Periodic travel to support assigned franchise locations, training, and company events

Position Overview

The Franchise Success Coach and Learning Development Specialist helps franchise owners improve business performance while building the training and knowledge resources that support success across the Zerorez network.

This role coaches an assigned portfolio of franchise owners on profitability, operational marketing, leadership, and growth. As an active member of The Circle of Success Center of Excellence (CoE), this person also helps build and maintain the Learning Management System (LMS) and Global Knowledge Base, turning approved expertise and proven field practices into clear, practical resources.

The role connects franchise support with organizational learning: recurring challenges identified through coaching inform new training, and effective training helps franchise owners and their teams execute consistently.

Key Responsibilities

-Franchise Coaching

• Build trusted relationships with an assigned portfolio of franchise owners and serve as their primary coaching contact.
• Develop practical action plans with clear goals, owners, and follow-up dates; coach franchisees through implementation.
• Guide owners in applying brand standards and approved practices across sales, staffing, customer service, and daily operations.
• Connect franchisees with marketing, technical, and other specialists when their needs require additional expertise.
• Deliver targeted workshops, webinars, and coaching sessions for franchise owners, managers, and their teams.

-LMS Administration and Learning Development

• Administer the LMS, including user access, course organization, learning assignments, completion tracking, and routine learner support.
• Help build and maintain role-based learning paths for priority audiences, including technicians, customer service representatives, managers, franchise owners, and coaches.
• Work with CoE leadership and subject matter experts to turn approved procedures, technical information, and operational playbooks into practical learning materials.
• Create and update courses, short instructional videos, job aids, quizzes, and assessments using consistent templates and available authoring tools.
• Coordinate subject matter review and approval before publishing technical or operational content.
• Track participation, completion, assessment results, and learner feedback to identify where training needs improvement.
• Coordinate platform issues requiring technical support with the LMS vendor or appropriate internal resources.

-Knowledge Base and Center of Excellence Contribution

• Help build and maintain the Global Knowledge Base as an organized, searchable source of approved operational guidance.
• Establish consistent content categories, naming conventions, version control, and review schedules with CoE leadership.
• Convert recurring franchise questions and successful field practices into reusable articles, FAQs, checklists, and playbooks.
• Work with subject matter experts to keep resources accurate, current, and aligned with Zerorez brand standards.
• Support selected field trials and rollouts by preparing instructions, training materials, and feedback surveys.
• Bring franchise feedback into CoE planning and recommend improvements based on business impact and frequency of need.

Qualifications

• Three or more years of relevant experience in franchise operations, business coaching, multi-unit management, or a comparable role supporting business owners or managers.
• Ability to interpret P&L statements and business metrics and translate findings into practical improvement plans.
• Demonstrated ability to coach, influence, and develop others through strong relationships and clear accountability.
• Experience creating training materials, documenting processes, facilitating learning, or maintaining a learning platform or knowledge base.
• Strong writing and organizational skills, with the ability to turn complex information into clear, actionable guidance.
• Comfort learning digital platforms, organizing content, and using AI-assisted tools with appropriate accuracy review.
• Ability to manage an assigned franchise portfolio alongside scheduled learning-development projects.
• Bachelor’s degree in business, management, education, or a related field, or equivalent practical experience.
• Ability to travel periodically to support franchise locations and company events.

Alignment with Zerorez Core Values

• Trust: Build credible relationships and provide reliable guidance and learning resources.
• Ownership: Follow through on coaching commitments and take responsibility for assigned systems and content.
• Compassion: Listen with empathy, seek to understand the challenges franchise owners and their teams face, and provide thoughtful support while maintaining clear expectations.
• Agility: Use data and feedback to adjust coaching, improve resources, and respond to changing needs.
• Relentless Drive: Work consistently to improve outcomes for franchise owners, their teams, and the broader Zerorez network.

Qualifications

• Three or more years of relevant experience in franchise operations, business coaching, multi-unit management, or a comparable role supporting business owners or managers.
• Ability to interpret P&L statements and business metrics and translate findings into practical improvement plans.
• Demonstrated ability to coach, influence, and develop others through strong relationships and clear accountability.
• Experience creating training materials, documenting processes, facilitating learning, or maintaining a learning platform or knowledge base.
• Strong writing and organizational skills, with the ability to turn complex information into clear, actionable guidance.
• Comfort learning digital platforms, organizing content, and using AI-assisted tools with appropriate accuracy review.
• Ability to manage an assigned franchise portfolio alongside scheduled learning-development projects.
• Bachelor’s degree in business, management, education, or a related field, or equivalent practical experience.
• Ability to travel periodically to support franchise locations and company events.

Alignment with Zerorez Core Values

• Trust: Build credible relationships and provide reliable guidance and learning resources.
• Ownership: Follow through on coaching commitments and take responsibility for assigned systems and content.
• Compassion: Listen with empathy, seek to understand the challenges franchise owners and their teams face, and provide thoughtful support while maintaining clear expectations.
• Agility: Use data and feedback to adjust coaching, improve resources, and respond to changing needs.
• Relentless Drive: Work consistently to improve outcomes for franchise owners, their teams, and the broader Zerorez network.