Director of Operations

Role overview

This is a senior operations leadership role responsible for driving business results across a nationwide network of franchise locations. The position blends franchise operations management with marketing strategy oversight, and calls for a leader who can strengthen operating performance, support franchisee growth, and contribute to customer and market expansion.

Reporting to the Vice President of Operations, the selected candidate will guide operational execution, help franchisees succeed, lead growth-oriented initiatives, and work closely with marketing leadership to shape and deliver regional marketing plans. The role also includes leadership of an operations team and coordination with external partners and internal stakeholders to meet commercial goals.

The role is based in Toronto, within the Greater Toronto Area, and involves frequent travel across Canada, with some travel to the United States as needed.

Franchise operations leadership

• Work with senior leaders to design and implement operating strategies that strengthen growth, profitability, and customer satisfaction in assigned markets.
• Build and maintain strong relationships with franchise owners, serving as a dependable advisor and business partner.
• Oversee operational work tied to new market entry, opening new locations, ownership changes, renewals, relocations, and growth opportunities.
• Track performance across the region and put improvement plans in place where results need to be strengthened.
• Guide and support field operations teams so company standards and best practices are applied consistently.
• Take part in budgeting and financial planning, and manage regional operating budgets.
• Partner with training, finance, marketing, real estate, and other support teams to deliver business outcomes.
• Lead strategic projects and special initiatives that improve operating effectiveness and franchisee success.
• Handle complex business issues while balancing franchisee interests with corporate priorities.

Marketing leadership

• Create and roll out annual regional marketing plans that support customer acquisition, retention, and market share growth.
• Align local marketing execution with wider business goals in partnership with franchise owners and marketing stakeholders.
• Review marketing results and customer patterns to improve spend efficiency and return on marketing investment.
• Work with agencies, media partners, and vendors to build and deliver effective marketing programs.
• Spot, assess, and introduce new marketing ideas that improve brand visibility and customer traffic.
• Recommend short-term and long-term marketing opportunities across the assigned territory.
• Run several regional marketing programs at once while maintaining strong budget discipline and measurable outcomes.

Requirements

• A bachelor’s degree in Business, Marketing, Operations, or a related discipline is preferred.
• At least 10 years of leadership experience in franchise operations, multi-unit operations, or a similar business structure.
• Background supporting franchisees, licensees, dealers, or other independently operated business owners.
• Minimum 3 years of experience leading people.
• Minimum 3 years of marketing experience, whether on the client side, agency side, or both.
• Strong grasp of franchise business models and the operating realities of multi-location organizations.
• Proven ability to build marketing plans that deliver measurable business results.
• Working knowledge of both traditional and digital marketing channels.
• Ability to influence others without direct reporting authority and earn trust across owners and internal teams.
• Strong problem-solving, strategic thinking, and project management skills.
• Experience in retail, consumer services, hospitality, restaurants, fitness, or other franchise-driven industries is strongly preferred.

Additional information

This position requires regular travel across Canada and occasional travel to the United States.