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