[Remote] Vice President, Franchise Store Operations

Note: The job is a remote job and is open to candidates in USA. Scooter's Coffee is a company focused on creating memorable customer experiences through its coffee shops. The Vice President, Franchise Operations will lead a team of Franchise Business Consultants, ensuring consistent quality and customer satisfaction across over 900 locations, while driving operational excellence and supporting franchisee growth.

Responsibilities

• Champion the Customer Experience
• Lead with a relentless focus on the end customer, ensuring every store delivers a consistent, fast, and memorable Scooter’s Coffee experience
• Translate brand promise into real-world execution that delights customers and builds long-term loyalty
• Elevate service standards across the system by coaching teams to see every interaction as an opportunity to win a customer for life
• Build and Lead a World-Class Operations Team
• Lead, inspire, and grow a multi-layered field operations organization focused on driving sales, profitability, and a memorable customer experience
• Develop a team of Franchise Business Consultants (FBCs), building a culture of accountability, consistency, and high performance
• Empower the field operations team to lead with confidence, curiosity, and a service mindset—both internally and with franchisees
• Scale Excellence Across the System
• Oversee key operational pillars that power growth and consistency:
• New Store Openings & Early Lifecycle Support: Ensure every location launches strong and builds momentum quickly
• Guest Experience: Continuously raise the bar on service, satisfaction, and brand consistency
• Operational Excellence: Drive efficiency, compliance, and profitability at scale
• Create systems and playbooks that make it easier for franchisees to deliver exceptional experiences, in every market, every day
• Be a True Partner to Franchisees
• Build trusted, high impact relationships with franchise owners across all stages of their journey
• Coach, consult, and collaborate to help franchisees grow their business while protecting and elevating the brand
• Ensure field teams are delivering actionable insights and practical solutions that improve performance and guest experience
• Turn Insights into Action
• Use data to understand customer behavior, operational performance, and growth opportunities
• Identify trends, remove friction, and prioritize initiatives that improve the guest experience and bottom line
• Measure what matters and continuously raise the standard
• Drive Growth Through Innovation & Collaboration
• Proactively partner cross-functionally (finance, HR, legal, real estate, construction, and operations) to support seamless expansion and execution
• Work closely with National Operations to ensure alignment and consistency across the system
• Champion new tools, processes, and ideas that enhance efficiency and empower franchisees to succeed

Skills

• 10+ years of progressive operations leadership experience in QSR or fast casual with a brand over 500 units
• 10+ years progressive experience in a franchised brand
• 5+ years leading multi-layered teams and scaling field operations in a growing, dynamic environment
• A proven track record of building high-performing teams that deliver both results and exceptional customer experiences
• Strong strategic thinking paired with a bias for action—you don't just plan, you execute
• Deep belief that customer experience is the ultimate differentiator and the discipline to operationalize it
• Experience navigating growth, change, and complexity with clarity and confidence
• Exceptional communication skills, with the ability to influence at every level from store teams to the C-suite
• A collaborative, humble leadership style grounded in coaching, feedback, and continuous improvement
• Bachelor's degree in business or a related field (or equivalent experience)
• Ability to travel 50–75% to stay connected to the field and the customer experience

Company Overview