Job Description

General Manager, Franchise Operations
The Bone & Biscuit Co.
Location: Hybrid/Remote/On-site Options
ABOUT US...
Since the opening of the first location in 2008, The Bone & Biscuit Co. has continually maintained the highest standards and quality of natural foods, supplies and accessories. A Canadian company that has over 60 franchise locations across Northwest Territories, British Columbia, Alberta, Saskatchewan, Ontario, New Brunswick and Prince Edward Island. An ambitious and innovative organization that focuses on delivering high quality products and exceeding customer expectations.
The Bone & Biscuit Co. is founded upon four fundamental values: Integrity, Courtesy, Teamwork and Knowledge. These values are the underpinning of our company culture and why so many people enjoy visiting our stores and becoming owners themselves.
ABOUT THE ROLE...
The Bone & Biscuit Co. is seeking a highly motivated and experienced professional to join our team as the General Manager, Franchise Operations.
Reporting to the Chief Executive Officer, the General Manager, Franchise Operations is responsible for overseeing the operations and maintenance of The Bone & Biscuit Co. network of franchise stores across Canada. The GM, Franchise Operations improves operational effectiveness by developing processes, best practices, and implementing innovations to increase efficiencies and support growth objectives. This hands-on position troubleshoots day-to-day operational issues and provides advice and guidance to help team members resolve challenges. The GM, Franchise Operations manages a team of Regional Managers and a Construction Coordinator.
Key Responsibilities
Operations Management

• Oversees daily operations across the franchise network, ensuring consistent execution of brand standards, operational procedures, and customer experience expectations.
• Plans and coordinates all aspects of new store openings, included timelines, trainings schedules, and post-opening growth (100 day plan).
• Monitors and analyses franchisee performance against KPIs such as sales, margins, and customer satisfaction, implementing corrective actions where needed.
• Identifies opportunities to improve operational efficiency, cost-effectiveness, profitability, quality, and customer experience by evaluating and establishing effective systems and processes across the network.
• Ensures consistent adoption and optimization of operating technology platforms (e.g. POS, reporting tools, loyalty programs).
• Contributes to long-term strategic planning by providing operational insights on scalability, market readiness, and infrastructure requirements.
• Leads change management efforts related to the rollout of new systems, programs or initiatives across the franchise system.

Franchisee Operations & Maintenance Support

• Acts as the primary point of contact for franchisees, addressing inquiries, resolving issues, and escalating higher priority matters as needed.
• Conducts regular performance evaluations and operational audits of franchise locations, ensuring compliance with brand and process standards.
• Collaborates with franchisees and internal head office departments (e.g. Training, Marketing, Products, Finance) to implement process improvements and operational initiatives.
• Oversees post-opening support for new stores, including coaching, troubleshooting, and operational mentorship.
• Coordinates with property managers and suppliers to resolve maintenance, lease, and infrastructure issues including preventative maintenance programs.
• Drives consistency in the execution of in-store experience, merchandising standards, and customer service protocols.
• Partners with the Training team to evaluate and enhance operational onboarding programs for franchisees and store-level staff.
• Establishes regular feedback loops (e.g. operational roundtables) to access franchisee satisfaction and improve network-wide engagement.
• Serves as escalation point for major operational disruptions, franchisee issues, reputational risk or emergencies, providing leadership in resolution.
• Forecasts and manages operational budgets, monitors expenditures, and identifies cost-saving opportunities without compromising quality or service.
• Develops and maintains accurate operational documentation, including manuals, playbooks, standard operating procedures, and franchisee records.

Leadership & Management

• Demonstrates ethical leadership, transparency, and integrity in all actions and decision-making.
• Provides coaching, support and development to corporate operations team members.
• Establishes and monitors performance and development goals for staff in alignment with company strategy and brand promise.
• Fosters a collaborative, franchisee-first culture within the operations team.

Required Qualifications

• 5+ years of experience in operations. Experience in franchise operations preferred.
• Experience in construction or maintenance is an asset.
• Post-secondary certificate, degree, or diploma in a related field (Project Management, Business Management, or Construction Management) is an asset.
• Knowledge of general building repair and maintenance.
• Self-motivated and independent.
• Proficiency in MS Office Suite.
• Financial acumen surrounding business operations.
• Knowledge of office management systems and procedures.
• Strong attention to detail.
• Strong organizational and time management skills, and ability to prioritize.
• Must hold a current driver's license. Some travel is required.
• Must be able to work occasional evenings/weekends when required.

COMPENSATION...
The Bone & Biscuit Co. provides a highly competitive compensation package, including competitive base salary range of $80,000-$100,000, performance bonus, medical and dental health benefits, as well as other benefits.