Field Support Manager

Join the BrightStar Team as a Field Support Manager and Shine!

JOB SUMMARY 

The Field Support Manager is a Business Coach/Consultant that will support franchisees by providing strategic business and operations consulting to drive revenue growth, profitability, and operational efficiency. This role involves identifying business opportunities, solving problems, and leveraging a proprietary software platform to enhance performance. 

MAJOR DUTIES AND RESPONSIBILITIES 

• Defines a quarterly plan to help the region grow revenue and profitability. Aligns quarterly goals with the company goals to drive continued success.
• Ensures the success of the franchise community by providing coaching and leadership to direct reports, business partners and stakeholders enabling and achieving the company’s objectives.
• Provides direction and facilitates strategic planning to continue the rapid growth of the brand through effective planning and execution of process, procedure and model simplification.
• Assess compliance and track with scorecards and KPI’s to drive success and moves franchisees from current to future growth.
• Demonstrates a sense of urgency and understanding of franchisee priorities; able to troubleshoot and solves problems knowing when to escalate to senior leadership.
• Exhibits a service-centered orientation to the team and cross departmentally, along with business partners.  Is a professional team player that responds appropriately and remains objective in all situations.
• Works on advanced, complex projects, forecasting and modeling business issues requiring state-of-the art industry knowledge.
• Leads the franchisees through in-depth discussion of the budget, profitability, quarterly and yearly goal planning, strategic initiatives, training and development and alignment to corporate initiatives.
• Support through expansion and acquisition process, which may include on site auditing and facilitation of transitions to ensure brand standards are being upheld and growth plan is in place.

REQUIRED QUALIFICATIONS 

EDUCATION 

• Bachelor’s degree or equivalent experience.

EXPERIENCE

• 5+ years in an operations or sales role with a continuous desire to learn and improve every day, and willingness to find opportunities to assist Franchisees and their teams.
• Health care operations experience preferred but not required.

SKILLS/ABILITIES

• Ability to train franchisees on new initiatives, best practices, and operational processes, including billing and payroll.
• A strong background in account management and reporting
• A keen understanding of evolving technologies and the drive to exceed business targets are essential for success. 
• Outstanding customer service and account management reputation, with a proactive approach to problem resolution
• Entrepreneurial spirit, with a desire to identify and coach the higher performing independent business owners on top line revenue and profit
• Demonstrates empathy and passion for the franchisee including listening skills, quick-to-action and outstanding follow up. Must be willing to have hard conversations when appropriate
• Ability to prioritize workload and multi-task in a fast-paced environment with a willingness to take on new projects and demonstrate flexibility
• Strong organizational, analytical and presentation skills
• Excellent verbal and written communication skills
• Ability to manage upward and report the metrics, KPI’s, dashboards and any risk associated with them to the senior leadership team
• Microsoft Office Suite proficiency including Word, PowerPoint, Outlook, Teams; and an intermediate to advanced user of Microsoft Excel including formulas, pivot tables, graphs, charts, etc.

WORKING CONDITIONS 

• This is a remote position.
• Up to 50% travel required. (This would include travel for new owner training, annual conferences, site visits, market meetings, performance group meetings, etc.)

Candidate must have demonstrated alignment and experience in successfully living the BrightStar Care Core Values:

• Be Open and Honest: Approachable, Fun, Unflappable, Kind, Empathetic
• Serve with Passion: Help First, Confident Yet Humble, For the Greater Good, Make a Real Difference
• Do the Right Thing: Honest, Ethical, Tell the Truth
• Do What You Say: On Time, Finish What You Start, Accountable, Take Responsibility
• Make it Great: Continuous Improvement, Exceed Expectations, Bring Out the Best in Others, Detail Oriented

Equal Opportunity Employer

BrightStar Care is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. BrightStar Care participates in E-Verify.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email BrightStarHR@brightstarcare.com.